Knowing the Conversation Strategy of Live Chat Sessions Summary: Live chat sessions are conducted in a more organized and systematic way to ensure the provision of live chat support service on an e-commerce website. The chat conversation between the operators and customers involves the usage of canned and manual messages by live chat agents. The article describes the detail of how a live chat session is conducted. Body: To conduct a live chat conversation, an operator first needs to turn its status ‘Available’ on the chat box window as this ensures customers that the real chat agents can provide live support for that particular time. While navigating through your website, a customer can either himself start a chat conversation with the operators just by clicking on the chat box window or a live chat agent can use a proactive approach to reach him. Most of the live chat software allows automatic and customizable chat greetings. Automatic chat greetings are usually used when a potential customer just lands on a website. Automatic greetings usually carry default welcome greetings or other similar canned responses. During a live chat session with a customer, an operator uses canned as well as manual messages. Canned messages are designed to answer a generally asked question. These are meant to provide precise, unified and immediate responses; whereas manual messages are sent when an operator has to respond to a personalize question. Greeting Categorization Whatever time you set to send a particular chat greeting, can be customized according to the situation and location of a visitor on your website. Moreover, Greetings cab be categorized as; page-based (different greetings different page) website-based or even section based. Section-Based Greetings For instance, if you have two section on a single page as; ‘Used Car Section’ of an automobile website and ‘New Car’ section, for each category, your operator will use slightly different greetings. Categorizing Visitors You can categorize the website visitors into different categories on various bases. For instance, the VIP visitors, frequent visitors and the others, this way, you can divide visitors on different priority basis. Seeing the location of a visitor on your website, you can alter the greeting time, suppose if he is on the checkout stage, you can provide him live chat support service within two minutes because this is the deciding stage where you may make or lose a sale. Live chat software also empowers you to choose who you want converse with and who you want to restrict.
Useful Visitor Information The live chat software’ real time visitor monitoring feature enables you to get the useful information about your visitor when he is on website. You can know his geographical location, the website from which he has reached to your e-store, the key words search and much more. Getting this much of information helps you categorize the visitors ultimately enabling you to provide a more personalize information. Other basic information like, name, address, email address etc., can be collected through a pre-chat survey. Personalized Conversation After getting all the useful and basic information about a visitor, your live chat operators can provide them more personalized assistance. They can even get to know when the visitor last time visited their website and what his query was at that time. By using the language support feature of live chat, they can even assist them in their native languages. Post-Chat Survey Post-chat survey enables your live chat support service agents to get feedback on the service they just provided to a particular visitor. This way, they can easily get to know about their strengths and weaknesses so that more improvements could be made in the future. This is how, a live chat support session works to improve the online customer service of an ebusiness.