A knowledge base on your website is a boon for your support agents and customers alike.
You ask us how?
Well, it’s no brainer that the customer service reps have to deal with a lot of queries throughout the day. Also, of all the queries that they have to face, most are simple and repetitive. The time wasted in helping all the customers with similar (and simple) issues can effectively be used to address more critical issues. That’s what a knowledge source can help with.
This implies, having an effective knowledge base is quite inevitable! Here’s how you can create an effective one.
A majority of the businesses around the globe rely on live chat services for providing an impeccable customer experience. But what about the rest? Well, they are probably clinging to the live chat myths that have been prevailing in their niche for quite a long time now!
Live chat etiquettes are an inevitable part of the chat service provided by the websites these days. These are certain guidelines that if followed while providing an online chat support can help enhance the customer service. Let’s have a look at the most important guidelines that need not be missed out.
So far we have seen that live chat benefits a business in a number of ways. It can help reduce the bounce rates and site abandonment rate, boost sales and build strong customer relationships. There’s one more benefit of using live chat on your website. Wondering what it is? Well, live chat if used appropriately can increase your business’s conversion rates. Want to know how? Read on.
Since individual agents may have different areas of expertise, so, provide them with a list of other agents and their levels of expertise. This helps in cases where a chat agent is involved in a conversation that has got to do nothing with his current level of expertise. Such that, without much ado, he quickly transfers the chat to another agent ensuring that the customer is aware of the transfer.
Chat transfer
2. Make use of typing indicators:
Your live chat software should include typing indicators. It should enable the agents to see a customer’s words as they type, and issue an alert when the customer has hit the “send” button. This feature gives the agents insight to what the customers are thinking as they type and also allows the respective chat agent to respond quickly without making the customer wait for long time periods. The alert should be audible, visible, or both such that it lets the agent know that a customer is awaiting a response.
Typing indicator
3. Program targetted pages to raise chat offer:
As a matter of fact, just raising the offer to chat is enough to convey a sense of goodwill. Allow customers to browse on your site for a time before raising the offer to chat. Identify a list of target pages where you want to increase the conversion rate, and program them to automatically raise the chat offer after a period of 30 – 60 seconds such that the customers get enough time to be oriented for the chat.
Targeted chat
4. Create a set of professionally designed canned messages:
Customers should be greeted professionally when they arrive within a live chat conversation. Professionally designed canned messages can be employed for this purpose. Carefully worded standardized canned messages can be used to automate parts of the conversation and augment your professional profile in order to greet the customers with courtesy.
Canned message
5. Employ CRM tool along with online chat:
All your chat agents should have access to customer sales records. Integrating online chat with CRM tool allows them to update the CRM records at the end of a chat session.
These days customers are increasingly using live chat as a communication channel to interact with websites to get instant help in case of any queries. Here are some tips to leverage online chat in order to reassure lead nurturing:
1. Offer a copy of the transcript to the customers:
Customers contact the live chat agents so that their queries are resolved instantly. The whole chat process provides them with valuable information. But, most people don’t record every conversation so this information can get lost or can be rendered futile. So, provide your customers with transcripts at the end of live chat sessions.
Transcripts
2. Include chat button in email campaigns:
This feature allows your customers to provide direct feedback on questions they may have regarding the email they’ve received from you. Emails could be anything from periodic newsletters or follow-ups to individual questions or grievances and embedded chat button along with it provides an ease of instant query resolution.
Embedded chat button
3. Provide chat agents with previous chat transcripts:
Providing your chat agents with a chat history for returning visitors allows the agents to come up to speed on issues that the customer discussed previously, and to proactively follow up with any questions. This will hasten up the live chat process and customers will appreciate the fact that they don’t have to repeat their previous problems to newly assigned chat agents.
Chat history
4. Initiate an automatic response:
The only way to guarantee a quick response is to accept all incoming chats immediately. Once a customer initiates a chat session, the system should accept the chat automatically and convince the customer that a chat agent will respond shortly. Pre-canned messages can be used to welcome the customer and let him know that action is taking place immediately.
Auto accept chats
5. Inculcate pre-chat survey forms:
Pre- chat survey forms allow customers to set the direction of the conversation. They include questions that allow your chat agents the necessary background so they can provide a quick and courteous answer. The pre-chat survey forms also allow you to quickly route the chat session to the agents who are most qualified to handle the respective conversations.
Want happier customers? If you get live chat at your website then you are to see happy and satisfied customers, and at the same time your business also grows online. Continue reading “Chat solutions for small businesses”
Live chat basically connects your customers at the crucial point when they are deciding to make a purchase or not, hence it plays an important role in increasing sales. Continue reading “Live chat impacts sales!”
The most fascinating feature of the awesome customer support live chat is that it is available to your customers. Apart from providing them with a much improved and appreciated customer experience, it is also an awesome way to gain trust, retain your customers and increase revenues from your online business. Continue reading “Live chat is available 24*7”
The consumers expectations have certainly touched heights! Getting the support via phone and email have become the default standards for most of the companies and if you really need to differentiate your business with respect to your competition, you need to give your customers access to on-demand support. Continue reading “Live chat at your service!”
No doubt, today the consumer expectations of customer service have reached heights. Providing the customer service via phone and email have become the default standards for majority of the companies. Continue reading “Live chat is available 24/7”
Adding live chat at your site simply decreases customer service response time and also increase the customer satisfaction. It is basically seen that majority of the websites fail to efficiently use their website to give the relevant information to their potential customers. Continue reading “Why you should go for live chat?”
Live chat is at the website, providing instant replies to all the concerns and queries of your customers. The chat can be initiated in a very simple way with just a click of the button. This is known as reactive live chat where the customer initiates the chat on his behalf. Continue reading “Live chat pro actively seek sales and feedback.”
In today’s digital era, there is nothing as important as too much data. With live chat you get an additional layer of data which adds to your current tracking and attribution tools. Continue reading “Live chat gathers important data”
The most fascinating feature of the live chat program is to give instant replies to all the concerns and queries of your visitors, potential prospects and the customers. Continue reading “Live chat is convenient for customers”
Live chat is the unsung hero of customer support. Though it is not as popular as Facebook and flashy as Instagram, or a social butterfly like Twitter or as professional as LinkedIn. But when we are talking about exceptional and qualtiy customer service, live chat is simply the best. Continue reading “Live chat is an essential customer service channel”
