Now that we know how important live chat support software can be for businesses, it is time for us to take a look at some tips on using live chat support in the holiday season. These customer support tips during the holidays will empower your operators on how to manage customers while maintaining the quality of customer support experience at the same time. Let us find out these tips on how to do live chat during the holiday season below.
1. Customize Your Chat Widget
Holiday season vibes should not be limited to just your website or customized sales pop ups. If your live chat solution gives you enough options to customize the live chat widget, don't hesitate to color it with your favorite seasonal colors.
Solutions like Duvim Chat come with advanced chat widget customization options where you can change the subject via text and window style. What's more, it helps you be more creative with advanced CSS customization options.
But why customize your chat widget?
First of all, it helps you to announce that you have entered the holiday season which makes your visitors excited for the next one. And two, it is essential for the chat widget to fit the theme that your website is in for the season. The Live Chat Widget may not look like it is a part of the same website if it does not match its current theme.
2. Create and Add Personalized Chat Greetings
You can also handle live chat support during the holiday season by creating and adding personal chat greetings to your website. This is an excellent strategy to keep your visitors on the website and identify whether they came with the intention of purchasing.
These automated messages not only helped you create a sales idea but practiced real-time active support for visitors who get stuck on a page for a long time. If you visitors have been on the page for more than 10-20 seconds, you can also set a timer for them.
This strategy helps your operators reach customers first and also on their surface before solving their problems. At the same time, they can easily handle live chat requests during the holiday season.
Suggested Read: How Live Chat Support Insights Can Help You Succeed in 2021
3. Announce The Latest Discounts And Flash Sales
You can also use features such as announcements to handle live chat support service during the holiday season.
But how does it work?
Some live chat support software such as Duvim Chat provide users with the option to create announcements through their software. You can tell your visitors about upcoming sales and discounts that they should not miss.
Using such a feature leaves you with two consequences.
One, you can identify opportunities for your business. Two, you can increase engagement on your website without contacting your support team and moving down the sales funnel (BOFU). This makes it one of the most effective suggestions for managing live chat support solution during the holiday season.
4. Offer After Hours Support To Meet Expectations
One of the tips for handling live chat support service during the holiday season is to provide customer service after an hour.
A lot of operators and administrators reading this may feel inferior and say "hey, we already know this and we already do that."
But what if we told you that you don't have to sit for hours to meet customer expectations?
If you are using live chat customer service to plan a holiday crowd, then you should know that there are some companies that help to answer customer questions before they even reach you.
Software providers such as Duvim Chat offer integration with a knowledge base platform that helps you respond to commonly asked questions faster.
This integration will not only help your operators manage live chat support software during the holiday, but will also enable them to channelize their energy to more pressing issues at hand and improve their productivity. This is also a great way to avoid operator burnout.
5. Use Live Chat Report Data To Map Current Trends
If you have been using live chat support tool for a long time, you will get access to a lot of data collected over the years through its in-depth reports.
This data may include:
- Operator's performance report
- Total number of chats received
- Total chat answers given
- Average response time
And the list of information can proceed depending on the live chat software you are using.
But with access to this data, you can find out:
- Temporary timeline that shows an increase in traffic to your website and incoming chat.
- How long do customers talk to your operators during the holiday season.
- Are customers mostly impatient to get a solution or can they even wait.
- What time do your customers like to contact your brand for more frequent support.
Access to such data can help your support team with live chat with more systematic support throughout the holiday season and boost online sales.
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6. Never Miss a Support Chat
Managing live chat customer service during the holidays can be a challenge if your operators have too many chats to answer. This can cause delays and support queues, resulting in eventual defaults.
This is the last thing you want - missed opportunities for support.
This is not because you have missed out on sales opportunities but rather you have missed out on potential or existing customers. When your team misses a support chat, you miss the opportunity to retain customers. But we also have to understand that operators cannot manage too many requests (9–12) at the same time. If they do, they will miss the quality.
Why so, you need to integrate your live chat with help desk software to easily capture all your live support opportunities.
With a ticketing software, your live chat operators can access those missed support opportunities when they are freed from their chat queues. Both missed chats and offline messages will be converted into a ticket, which can later be answered by operators. Even if you are offline, this strategy will not help you miss out on help opportunities.
7. Introduce Chatbots to Eliminate Operator Burnout
Finally, you also try chatbots to handle multiple chat requests efficiently.
During the holiday rush, your live chat operators will have a lot to offer. They will interact with customers, discuss possible solutions with other teams and finally deliver solutions to the customer.
This is where chatbots can streamline support requests for them. With chatbots, you can prioritize requests that require the operator's insight or further technical support. Whereas, chat requests inquiring about order requests or frequently asked questions can be managed by your chatbot.
This will again help you avoid operator burnout and manage live chat support throughout the holiday season.
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