5 Ways to Use Live Chat for a Better Customer Experience
A live chat software system is a platform the helps people to engage with your organization through questions, whether for navigation support or to seek valuable information to their questions. You can answer questions in real-time with live chat, giving customers instant gratification and a response that’s much faster than other channels of communication.
Here’s a list of 5 effective ways you can use live chat to better customer experience. 1. 2. 3. 4. 5.
Try to communicate with more customers and provide quick service Combine live chat with your CRM to offer a customized service Recommend FAQs to get help or solve issues Maintain an in-built knowledge base and connect visitors to relevant teams Place the option to receive a chat transcript for helpful post-service experience
• Try to communicate with more customers and provide quick service Customers visiting your business’ website may have questions to ask, and the live chat customer service offers an opportunity for them to interact instantly. Select a live chat system that can respond as quickly as possible and handle larger numbers of customers. Live chat statistics show that choosing a smart chat bot can help increase business productivity by 40%. A.I.R.A. (Artificially Intelligent Robotic Assistance) allows you to automate answers and helps in answering commonly asked questions.
• Combine live chat with your CRM to offer a customized service Before starting a chat, collecting customer details will help to provide a personalized service, and the information can be stored within CRM (Customer Relationship Management) data. With a live chat software system like A.I.R.A., you will have access to information regarding contact details, history of purchases made, and any pending or open requests. Having access to this information means customers don’t have to give you their details each time they use the chat option, and this can make them feel cared for, especially if you also use the information to inform them of their pending/open requests.
• Recommend FAQs to get help or solve issues Whenever customers need any help, they can choose to use the FAQs to help themselves, or they can choose to start chatting with an agent. They will have their questions answered, and that allows for great customer experience. By integrating FAQs with your live chat, A.I.R.A. can respond to any chat, and smart machine learning can find a keyword match, identify query type, and provide a relevant response, allowing for quick customer service. Make your live chat option clearly visible to visitors of your website and answer all questions quickly and clearly to better customer experience.
• Maintain an in-built knowledge base and connect visitors to relevant teams Keep a knowledge base ready to solve complex problems. With an enriched library of videos, FAQs, manuals, and articles, you can ensure you provide instant support for product use, demo troubleshooting, installation, and other queries. Orient and prepare new support team members with the in-built knowledge base and ensure that visitors to your website are connected to relevant teams as this improves efficiency and enhances the customer experience. A live chat software system like A.I.R.A. provides an extensive knowledge base to improve customer service and experience.
• Place the option to receive a chat transcript for helpful post-service experience Providing your customers with the option to receive a chat transcript post service via mail will allow them to return to the chat if they need and ensure that they do not have to ask the same questions again. With the help of A.I.R.A., detailed analytics regarding the volume of chats, including answered and missed chats, priority-based chats, and real-time chat productivity are made available, and this will help you keep track of the efficiency of live chat usage and help to make decisions that can better customer experience.
Resource:-5 Ways to Use Live Chat for a Better Customer Experience
