Live Chat support software is very popular nowadays. Urban youth, in particular, feel that texting should be the primary mode of communication. Most social media platforms feature direct messaging or instant messaging, which almost everyone uses. Business owners make it a point to provide live chat software on their website. This is not only good for business, but it has many future properties that other methods of communication cannot offer. If you are already using or planning to add, live chat support, here are six things to make sure your chat support is as good as your email support:
Suggested Read: Live Chat Support Service for Automotive Dealers
1) Always Introduce Yourself
A customer service interaction isn’t a transaction; it’s a conversation.
By
introducing yourself to the customer, you make things personal and begin the
interaction between people and customers as one between a customer and a
business.
2) Be Fast
Live
chat is a channel where speed matters.
79% of
customers say they prefer to live chat, as it was provided by the most cited
reason.
According
to the nuances of time, 60% of customers do not want to wait for more than 60
seconds for a response, while the average time for an initial answer is about
23 seconds.
3) Promise A Result
If a
customer sends a chat message "check-in" on the status of their
support request, we believe that there is a failure on our part.
In
testing at Duvim, we have found that customers who consistently reach us report
satisfaction scores that are, on average, about 10% lower than customers who do
not inquire.
In your
initial chat, even if you can't solve the problem immediately, tell the
customer exactly when they should expect to hear from you.
When you
can't promise a solution for a certain amount of time, you can always promise
updates.
Trusting
that promise not only informs the customer about the status of their request,
but is another opportunity to build trust.
4) Make Chat Access Easy
When a customer wants to seek your help or ask you a question, he or she already has
at least one experience.
Don't
make it any worse by forcing them to work to figure out how to get in touch.
It is
ridiculous to reach you through live chat support by placing your chat widget on every
page, so that the customer can get help from anywhere.
"Hurry Click Here Try The Best Live Chat Software For Free"
5) Lean on Links
Scrolling
through long emails is annoying and tedious, and scrolling through long live
chat messages are even worse.
Because
customer loyalty is built by reducing customer effort, we want to avoid
anything annoying and tedious.
A
knowledge base with articles you can link to is really helpful, as it can save
your customers from the hassle of trying to navigate a long email.
6) Use Time Saving Tricks
Sometimes,
you do not need a complete knowledge base article to answer a common customer
question. And sometimes, a Knowledge Base article is not appropriate (For example, if the question relates to sensitive account data or billing
information.
Common
answers come in handy when saved.
Instead
of wasting time typing the same answer over and over (perhaps the most a time-sucking repetitive task that professionals have to support), common
(sometimes called "canned"), you get a click. Allows inserting
frequently used messages with.
You can create something as simple as a shortcut to save some keystrokes typing your email address, or as powerful as shortcuts for entire paragraph-long emails.
Suggested Read: 10 Best Live Chat Software for Small Business
Conclusion
Live chat support is a great opportunity for businesses to add a powerful, customer-loved channel to their customer service strategy.
Use these tips to provide better support and to build better customer relationships in real-time.
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