Techniques for Managing a Successful Online Customer Experience through Live Chat To deliver an up to the mark online service, you do not just need time and money, rather you need adopting the right policies, techniques and tools through which you could accomplish your business goals. If you have live chat software installed on your website, the better way of improving online customer experience, is to train your CSRs and measure your ROI. A successful online customer experience is what that lets you enjoy all the privileges of an online business. If you are seeing a surge in your online clientele, end revenues and earning a good reputation, it means that you are delivering an up to the mark service. Not all the vendors are able to deliver an up to the mark online service because at one stage or the other, they have to compromise on one thing or the other. For instance, while using telephonic support, you have to compromise on the quality of service during busy hours because it needs you to put customers on long holds. In the similar way, approaching or assisting a customer through email is also not a feasible option as it requires entrepreneurs to invest a lot of time in sending personalized messages. However, having live chat software installed on their websites, the online business owners can duly cover up all the customer service slips, only when they know two basic skills the detail of which is as follows. Evaluate Live Chat Operators Skills To ensure a quality online customer service, your live chat operators should focus on minimizing customers’ efforts during shopping, personalizing their interactions and playing the key role of a real assistant. Most of all, they should maintain a ‘human touch’ on your website by reducing the use of canned messages. •
Building a rapport with customers and identifying their needs
•
Cross selling and upselling using different effective techniques through live chat
•
Engaging customers by providing them useful assistance
•
Promote self-support by providing different Web navigation skills
•
Promote First Call Resolution (FCR) by providing all the necessary assistance during a single chat session.
•
Managing customers’ complaints on priority basis
•
Effectively representing a brand online
•
Maintaining a continuity
Measure ROI The use of proper Business Process Management (BPM) can help organizations to measure the surge in their ROI after the deployment of live chat support. To evaluate the total increase in the ROI, you need to compare the functionality and benefits of live chat software along with the other support channels like email and telephone. The comparison can be done by; •
Comparing the cost per contact of live chat software with other support channels. The multitasking features of live chat allow single chat operator to handle more than three customers simultaneously, ultimately increasing the overall operational activity.
•
Analyzing the FCR of different support channels with the live chat service.
•
Average Order Value to check out operators skills in upselling and cross selling through live chat.
•
Comparing the shopping cart abandonment
•
Evaluating the sales conversion rate
•
Measuring the ‘ease of handling’ compared to other support channels.
Once you have completely evaluated the functionality, features and benefits of deploying live chat software, you can bring improvements in different ways as you can expand your availability hours 24/7 to reach out to the international market. There is a great need to identify your peak hours, so that you could make the most of this chat application in terms of enhanced online customer experience and huge end revenues.