How to Make Live Chat Support a Differentiating Factor for Your Online Business? Can you think that an online business can provide a better customer service without deploying a live chat support in its website? Looking at the present day market scenario, it would be right to say that an e-commerce website is of no worth without live chat software embedded in it because this is what gives it feel of a typical walk-in store. It wouldn’t be wrong to mention that for some businesses live chat has not been able to make any difference. For different users, live support is yielding different results because not all the entrepreneurs are capable of making the most of this online support. If utilized in the right way, it can become a differentiating factor for your online business. Use Proactive Approach You should always approach your client proactively rather than waiting for him to start a chat on his own. Sending proactive chat greetings is useful in various ways. Using this approach, you cannot only make your presence felt; rather you can engage customers in your online service. Proactive chat greeting is a way to ensure and encourage potential clients that they can get real time assistance whenever and wherever they want. Avoid Excessive Use of Canned Messages As the name indicates live support is all about real support on your website. The customers prefer seeking assistance on your website to get real time assistance from the real persons. Therefore, give up all the practices that take away the livelier effect from your live chat services which may include the excessive use of canned messages. Although, canned messages prove helpful in providing immediate responses to general queries but when used too excessively they can give a robotic look to your online customer service. Make Your Live Chat Operators Learn Chat Etiquettes Along with providing complete product knowledge, you should also make your chat reps learn about all the live chat etiquettes that upgrade the level of your chat support. Live chat etiquettes include everything from welcome greetings to the support till the checkout stage. Your live chat agents should be well aware of how to deal with tough customers and where to use canned messages. Be Right there to Serve Your Potential Clients Having a live support in your website means that you are openly inviting customers from all across the globe; therefore, the better option would be to turn on your online service for 24/7 so that you could promptly assist all your potential clients.
Keeping these key points in mind, you can make your live chat support a differentiating factor for your online business.