Training your live chat agents: Essentials elements of the training process

Training live chat agents

What if I ask you how’ll you train your live chat agents?

Your response would probably include statements like:

  • Make them familiar with the live chat platform they’ll be working on.
  • Educate them about the products and services that your business deals in.
  • Provide them an access to all that they require for resolving the customers’ queries (knowledge base, canned messages etc.)

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Live Chat for building relationship with customers

Live Chat for enhancing relationship with customers

“Communication – the human connection – is the key to personal and career success.”- Paul J. Meyer

Personally and professionally, communication is a powerful medium that can dictate success or failure. Companies know that customer relationship is vital and these relationships can be easily maintained by Live Chat.

63% of customers said they were more likely to return to a website that offers live chat as opposed to one that doesn’t.

77% of customers won’t make a purchase if there’s no live chat support.

Live chat works so well at keeping customers happy because it brings together the best aspects of digital service and traditional service.

LIVE CHAT- MARRIAGE OF DIGITAL MEDIA AND PEOPLE:

You get the efficiency of digital interactions and the warm, personal interactions of real people. Customers get quick help, but they don’t have the anguish of talking to a robot. That’s the kind of marriage that you know will go the distance — as long as you use them in the right balance. To make proper use of digital efficiency, use proactive live chat to interact with customers as soon as they come looking for help or even before they realize they need it. The proactive invites are easy to set up in most live chat software and allow you to personalize that first programmed invite to the customer’s specific situation. Their great advantage is the ability to cut down the time it takes for a valued customer, that has encountered a problem, to get a resolution that will keep them happy. You need your live chat agents to be chatty and personable. Live chat is so great at keeping customers happy (and maintaining those important relationships) because of the marriage between digital and people. Don’t fail at offering a human touch.

ACCURACY AS WELL AS SPEED:

The most important element of any customer service channel IS providing useful answers to customer questions. This should be the primary requirement of any channel. Customers shouldn’t have to jump through hoops or do any extra work just to get your help or a useful solution to their problem. Keep customers happy and that relationship strong with the first contact problem resolution. Chat does come with the advantage of being able to rewrite before you hit send (so you can perfect your response).

CUSTOMER OPENNESS- YOUR ADVANTAGE:

Loyal customers are pretty responsive. Unlike customers who have only just started buying from you, they are more than likely to speak up when they aren’t happy. If an unhappy customer comes to chat, solve their problem, but then use their openness to your advantage. In fact, customers (old and new) are usually far more open on live chat compared to other customer service channels. It’s a little informal, and although they are speaking to someone directly, the sense of anonymity lets them tell you the truth. So… get encouraging customers to open up. Ask them for details on their experiences. There could be some real gems in their responses that could be used to tweak your product or service to make loyal customers even happier and to attract more new customers. Give your live chat agents a clear channel for recording their feedback.

KEEP CUSTOMERS HAPPY:

Not surprising, the best method for maintaining relationships with customers is keeping them happy. If you’re using live chat (or considering using live chat), then you have a secret weapon at your disposal. Keeping customers happy means providing quick, friendly, and accurate responses — something that live chat happens to do fantastically. To maintain that loyalty, customers have with you, you’ve got to make sure they still love the products and services you provide. Enter the openness of customers on live chat and you put what they say into action.

Want to build relationships faster, grow your customer base and increase revenue? Then talk more, talk more often and make these conversations as productive as possible. That is the essence of chat and the reason why chat is resulting in such success.

So, want to enhance your live chat experience?  Contact .

The best tips to boost your website’s live chat volume asap!

High chat volume

You must have often heard about the benefits that a live chat support provides to any business using this amazing support tool.

What nobody tells you is that a live chat support is of no use if your website visitors don’t avail it. In other words, if the chat volume on your website is less, you can’t really expect to achieve the desired amount of conversion and customer satisfaction.

So, what can be the possible solution?

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Clever hacks to boost the average order value for your business in a jiffy!

Increase AOV for business

Does your online store seem to be plateauing?

Has your revenue begun to look the same every month?

Have all your efforts to outwit Google and crack its ever-changing search algorithm been rendered futile?

Do you feel all the money that you used to drive traffic in an attempt to increase your average order value has been wasted?

Well, if that’s the case, you surely need something much more than all that you did to profit your business. You need these tips and tricks:

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How to add that much needed personal touch to your live chat support

Live chat support

You may ask me: What’s the need to add a personal touch to a business’s live chat support?

Well, that’s because apart from the customers’ obvious needs for which they end up on your website, they also have psychological needs. Every business needs to fulfill these needs so as to turn its website visitors into paying customers! This can be easily done by adding a human touch to its live chat support so as to facilitate warmer customer-agent interactions.

Read on to discover the best tips to personalize live chat interactions:

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All that your customers hate about your live chat support!

Live chat support

Gone are the days when live chat used to be an optional customer support channel. The times have changed now!

According to a research, live chat is something that 30% of customers look for, the very instant a query arises. The same research suggests that the percentage grows to an astonishing 62% in the case of mobile users! Also, since the entire world is turning mobile, so this figure is all set to boost to an unimaginable level thus pressurizing the businesses to work on their live chat support.

But, is it enough to have satisfied customers?

Are the customers happy with just a live chat service being provided by their favorite brand?

Well, the answer is a big NO!

Wondering why?

That’s because there are certain leaky points that when exist in a business’s online chat support may simply piss the customers off. Let’s have a look at them.

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Live chat mistakes your customer support team should avoid in 2018

Live chat agents

An investment in a live chat software is the best decision a business can make. There is a number of benefits that it can enjoy once it has a 24/7 live chat assistance on its website. A business can achieve everything from increased conversions to customer satisfaction but there’s a condition.

Wondering what it is?

Well, the only condition is that the customer support team or the chat support team avoids the most common live chat mistakes. Here’s a list of the biggest mistakes that the chat support agents need to avoid in 2018:

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That’s how banking sector leverages the power of live chat today!

Live chat for banks

Today, live chat is much more than just a customer support tool for the companies around the globe. It is a way of getting all creative and decked up to take customer experience to an entirely new level.

In the banking sector, customers show an increasing preference for interacting with banks digitally. As a result, most of the banks have already invested great amounts of money in their online platforms. They further strive to find ways to enhance the customer experience. That’s where live chat service for banking steps in and here’s a list of all the benefits it offers to the banks leveraging it.

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The best ways to manage your remote customer service team

Remote customer service

Why a remote customer service team?

Well, there are a number of reasons:

i) Remote working has grown extremely popular

ii) Employees working remotely feel a sense of having a control over the environment they are working in and hence are more productive

iii) Working while enjoying results in a free mind that boosts the productivity further.

As far as the business is concerned, the reasons may vary from an absence of the office to having team members across time zones so as to respond faster to customers all over the world. Whatever the reason be, there are a number of ways to make the most out of your remote customer service. Read on to know the best ones.

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Proactive chat: The best practices that’ll make your customers love you!

Proactive chat

Suppose you enter a showroom and you find this well-dressed, well-spoken salesman keen to tell you the ABCs of each and every product present there. He doesn’t even let you tell what you’re there for and literally slaps all the relevant and irrelevant information on your face! How would you feel?

Annoyed, right?

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All that may make the online shoppers frown upon your brand

Online shoppers

This is an era of digitization. Today, you can find everything from a newspaper to books to apparels online. You don’t need to hop stores to purchase something that you require. You just need to browse and click and that’s it! Though online shoppers experience convenience with the help of online shopping, there are a number of difficulties they have to face. Here’s a list of the most common -problems that simply piss the online customers off:

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The coolest brand building hacks you need to know today!

Brand building

What’s your idea of brand building?

What all do you think a brand needs to grow?

Well, if you ask us, brand building refers to boosting a brand’s equity directly through advertising campaigns and indirectly through promotions such as event sponsorship. In order to build your brand effectively, you need to employ an exceptional brand building process.

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Going that extra mile for your customers with a live chat service

Live chat service for business

As an online business, you realize the importance of an exceptional customer experience. You strive to leverage the omnichannel customer service. You offer an unrivaled customer support using a mobile-optimized website, social media, live chat, messaging apps and so on!

Oh, did I just say live chat?

Well, it’s a no-brainer that the highly efficacious service enables you to help your customers 24/7/365. It benefits your business through lowered costs, increased sales and a competitive advantage.

This doesn’t end here! You can maximize these benefits further using these clever tactics.

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Why is omnichannel customer service the future of customer support?

Omnichannel customer service

Today’s customers are in love with omnichannel customer service.

The reason?

Well, they are more knowledgeable, impatient and concerned about their convenience than ever before! All they demand is a seamless experience with a brand.

And guess what? An omnichannel customer service provides exactly what they desire. Whether a customer is looking for a replacement part, needs help to install software, or is questioning a surcharge, the impeccable service effectively does it all. Apart from this, there are a number of reasons that prove that an omnichannel service is surely the future of customer service. Read on to know.

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Customer acquisition: Why most startups fail at it in the first place?

Customer aquisition

They say- Customer acquisition cost is much higher than customer retention.

That’s true but applies only to the businesses that have already established themselves in the lucrative market.

What about the startups?

They’ve got to find the stepping stones in the first place, right? But the cruel truth is, most of the startups fail in doing that and here are the most common reasons responsible for the same:

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Strategies that’ll enhance customer experience on your hotel website

Hotel website for booking

What would be your answer if I ask you to name the essential elements that’ll enhance the customer experience on your hotel website?

You would probably say- an enticing design, an easy navigation, a great user-experience and stuff, right? Well, these elements, no doubt, are important but there’s a lot more you need to make your hotel website a success.

Wondering what it can be? Read on.

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