A CRM system helps manage the relationship between a business and its customers so as to help the business grow. It actually helps organize the data collected through the interactions between the customers and agents. In addition to this, a CRM also allows tracking the history of all such interactions, whenever needed. And this does not end here! Integrating the CRM system with a live chat service further adds to the efficiency of a CRM. Read on to know how:
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.
With the live chat widget at your site, you are simply ways ahead of your competitors. It, for sure escalates your profit by leaps and bounds. It is a blessing for the business as you can notice that it increases the average order value of the customer purchases. Continue reading “Live Chat Is Cost Effective”
The main focused strategy for todays business concept is providing customers effort less service. A worthwhile strategic goal in and of itself. The companies are also interested in seeking the things that effortless service results to, like escalated conversions and a growing customer base.
