Best Practices for Providing Effective Live Chat Support
Just having online chat on your e-commerce website to meet the high customers’ demand and beat the tough market competition is not enough. To make the most of your live chat support, you need to follow some useful tips. There are some practices that are bound to get you more clients and better business. Check them out in this article. Use of live chat is no longer the novelty. Be it health sector, education, fashion, real estate or travel industry, every business is taking the edge of live support on its website. Chat support can offer a lot to online business merchants only when it is executed properly. How can you stand out in a crowded market where almost every vendor is using live chat to deliver the best service? By practicing some useful tips you can provide effective live chat support on your e-store, which will make you stand out even in the steep market competition. Specify Your Operational Hours Once you have implemented online support on your website, you need to specify your operational hours and don’t forget to mention them on the chat button on your website. Live chat enables you to stay on duty 24/7; however, you can mention your own availability hours. The best practice will be to offer round the clock services because it will increase the opportunities to get as many customers on your website as possible. Greet Proactively Don’t wait for visitors to approach you; rather, send them proactive greetings two or three minutes after they land on your website. Proactive greetings are not just limited to initial predesigned welcome messages, rather you can approach your customers proactively wherever and whenever you find them stuck on your websites. Keeping a track of your visitors’ activities through real-time traffic monitoring feature of live chat can enable your chat reps to know where a customer needs help. However, you can customize a greeting message depending upon the location of a visitor on your website. Suppose if a visitor is stuck on your checkout page, you can send him/her proactive messages related to shipping, discounts, payment method and other related questions. Be Prompt and Precise Remember that your customers have come to your website to find immediate help through live online chat. Your delayed or irrelevant responses could ruin the purpose of proving immediate and accurate assistance. Suppose, if you are busy or not available on your seat, don’t forget to update your status accordingly. A live chat personal does not necessarily know the answers of all questions therefore, instead of providing no answer or irrelevant answers, your live operator should escalate the chat to a representative who could provide the best answer in minimum possible time. Always Express an Eagerness to Serve
Chat duration may vary from customer to customer, therefore don’t end a chat session at once if it gets longer, rather continue it as long as your customer gets satisfied. The best practice is to let your customer end a chat session. Following the above mention tip you can make the most of your live support service.