4 TIPS TO DESIGNING THE PERFECT LIVE CHAT SUPPORT SYSTEM
The conversation era has begun Live chat customer support gets a satisfaction rating of 85%. And closed 51% of customers say that they are likely to make multiple purchases from a client who offers live chat support on their website. But how do you ensure that the Live chat software you use helps you be a part of these amazing statistics.
In this blog post we will look at the 4 things you need to do to offer excellent Live chat support. 1. Offer FAQ’S A study found that 73% of customers said that valuing their time was the most important aspect to great customer service.
So the question is how do you offer speedy resolutions? Well, the first thing you can ensure is that you re-route the chat to the right department. To achieve this you can set up some simple FAQ templates that ask the customer what service he is exactly looking for. Once he chooses his intention the chat system can route this ticket to active agents in the specific department that the customer requested.
This saves time and gives your customer the right person to speak to,
2. Offer chat automation Studies found that 40% customers did not care whether a Chabot was human or automated. All they were concerned about was getting a solution to their queries. So, how do you apply this finding to your customer support? You can pull up a list of frequently asked questions like order status, order cancellations, refund status or pricing queries. When a customer engages with the chat bot you can offer these options to the user. Once a user chooses Order status – for example. The chat automation can use API’S to pull up the order information of this user from your system and reply with a message giving him the ETA for their orders. To make this effective – you would need to spend some time feeding the Chabot answers to these frequently asked questions so they can offer your users instant response Or you can use Kapture CRM’S live chat system that offers a done for your machine learning automation that sets up these answers on your behalf.
Either way – these chat automations need to sound humanlike and have to have the ability to quickly respond to options chosen from the initial question.
3. Self Service A study showed that 67% customers preferred self-service rather than speaking to a company representative. When it comes to chat tickets – it helps to have a 24/7 support system up and running. So to ensure that customers are assisted round the clock, you can set up a self-service portal on your website. With smart chat automation – the system can recognize keywords in the customer’s query and reply with links to your self-service portal. This portal can have all your frequently asked questions laid out with answers to each of them.
In cases where a customer feels his answer needs a live human agent you can offer him this option as well. But a self-service portal would be a great investment that acts as a 24/7 customer support portal.
Redefining Customer Support with AI driven Chat Automation
4) Set up one click response templates Studies show that 57% of customers used a Chabot for its instant responses. One click response templates offer your agents pre-written answers to frequently asked questions. For example when a conversation has begun – the welcome message can be pre-written – so the agent needs to just click the template and hit send. This can be taken a step further when the templates can be set up to recognize keywords in the customer query. Once you set this up – these template will appear as recommendation for the agent to use while conversing with the customer.
CONCLUSION Investing in a Live Chat system can save thousands of dollars in customer support. Why you ask? A chat system when properly automated can save many hours of manpower that you have to spend on support agents, This money can then be directed to growing your business while the chat system takes care of customer support.
If you are looking for the best live chat software. Head over to Kapture CRM to learn more.
Resource:- 4 TIPS TO DESIGNING THE PERFECT LIVE CHAT SUPPORT SYSTEM
