Live chat for websites can boost your online business as long as you utilize it in an effective and efficient manner. Here are a few suggestions on how you can maximize the benefits of offering live chat on your business website.
Train the chat team.
First of all, it is important that you invest in training your team with regard to live chat etiquette. Moreover, the team must know your website and inventory by heart. You can provide them with cheat sheets to enhance their performance. Make sure they are properly guided and well-equipped to answer customers the right way and in a timely manner.
Hire experienced staff.
You may gain a better edge if you have a team with considerable sales experience. An effective combination of customer service and sales can make a big difference for your business. Sales people are also more adept at up-selling. If you intend to use live chat for websites to increase your sales, then you better hire people who can deliver.
Set proper expectations on delays.
With a chat support, customers can avoid the long waiting times in making calls. However, with more customers preferring to use the chat support, a surge in your chat volume is likely. To avoid annoying the customers, it is critical to set their expectations from the beginning. You can instruct the operators to tell customers who have just joined the chat that they are serving multiple customers at the moment. This will immediately explain a possible delay in getting their queries addressed.
Make it easy for the customer to use the chat support.
The main objective of offering the live chat service is to make it easier for customers and visitors to reach you. Therefore, make the sign in process as brief as possible. Just get the basic pieces of information such as the customer name, email address, and the purpose of making contact.
Keep the fields at a minimum. Otherwise, you may be discouraging the customers to use live chat support. If that happens, it will serve more as a disappointment than a delight.
Be wise with popup sessions.
Proactive chat support in the form of popup sessions can prove to be effective in some cases, but in others, it may only serve as an unwelcome interruption. Before deciding to use such a feature, you must do some testing first.
The most important thing here is to find out whether your customer will welcome it with delight or if it will only cause his displeasure. Ultimately, it is a personal preference so you must test it first.
There are other things you need to keep in mind if you intend to maximize the use of live chat for websites. If you regard customer experience as a priority, you should be able to get the most out of this type of software.