In today's fast-paced, competitive business world, any edge in sales or service you have over your competitors can make the difference in whether you gain or lose a sale. We have lived in a culture in which automated, touch-tone customer help systems were the norm, but times are changing. Therefore, the ability to chat with a live person through a website is a standout feature for improving customer relationships.
The following are a few simple tips to help make the live chat you offer your customers rewarding and beneficial for everyone involved.
Create a warm, welcoming, and personalized atmosphere for your customers. The welcome message sent to customers to initiate chat should be professional and friendly, as well as having an appealing tone. Keep in mind that nobody really likes the pushy salesman type. Your chat window should pop up only once. If a customer does not respond immediately, you should not send a message again. However, be certain to keep yourself or your support staff available should the customer require assistance.
It is a good idea to encourage feedback from the customer and learn how the visitor found your site. Remember, you are not a bot, therefore reading or typing from a script will not enhance the customer experience in a live chat. Great customer service is not necessarily achieved by providing great responses. Listening to the customer and understanding what is being stated is often more important than an immediate response. Showing empathy and concern will also make the customer feel comfortable.
Your customers won't be able to initiate chat support if they are unable to find it. Customers want to have immediate access to the function if a question arises during their shopping experience, therefore live chat buttons should always be displayed prominently on your website.
Webchat is generally utilized by the younger generation, so be aware of generational differences. Some customers may not be as used to chat as others. Don't be afraid to move your conversation to an alternate medium. You may also run into a situation that is too complex to handle via chat. Simply ask the customer if they would like to switch the conversation to a phone call.
Security issues are another reason to go offline with customers. For example, personal information, account details, or even credit card numbers should never be shared on a live chat platform. Give the customer the chance to provide any security-sensitive information over the phone or with a secured web form.
With live help, you can convert your website from a place people go to learn about you, to a place where you are building strong customer relationships with each and every visitor, and converting those relationships into sales. These days, if you're not using one of these services for your online store, it is possible you are missing out on valuable sales opportunities. Offering customers chat services will not only make them happy customers. It will also improve customer relationships while creating loyalty and repeat business.