Live Chat, Among the most effective ways to engage customers, is through chat support services which are evolving rapidly. They have been around for more than a decade, but only recently businesses have discovered their significant impact on website conversion. Live chat grabs visitors’ attention by initiating conversation when they visit the website. This way, businesses gather user-specific data and plan strategies to convert those visitors into customers. However, not every engagement leads to conversion, but it does help businesses to understand the audience better and improve accordingly.
The Growing Trend of Chat Support Services
Chat support is an important part of good customer service, providing a platform to connect with customers and boosting satisfaction levels.?It is the only method to offer real human interaction during an online purchase. Customers prefer it as they get instant answers to their questions through this channel.
According to a study, approximately 42% of consumers prefer live chat over other support methods like helplines and email, as they do not have to wait for long to be assisted. Moreover, data shows that around 52% of customers are more likely to repurchase from a business that offers chat support services.
Effective communication is key to improving customer experiences. However, completing the final stage of the buying cycle is tough for many customers. Fortunately, live chat allows agents to reassure customers that the product or service will add value to their lives.
Useful Tips to Make Chat Support More Engaging
The more engaged the customers, the more likely are they to make purchases. Businesses strive to provide a consistent experience, so customers keep coming back. Here are some useful tips to make chat support more engaging.
Reduce Response Time
Chat support is a popular communication channel that connects businesses to customers immediately. A fantastic way to improve customer service is to offer faster responses to customers. The lower the response time, the higher the customer satisfaction. Chat support enables agents to manage several customer conversations without making them wait on hold.
To ensure an efficient service, businesses must set a standard response time that agents must stick to. Moreover, they must use chatbots to answer frequently asked questions timely. This will help them reply to common customer queries promptly.
Offer Video Chat
When customers encounter issues with products or services, they look forward to an effective real-time response. To meet this expectation, businesses must offer video chat so customers can interact with the agents face-to-face. This makes it easier to guide them and resolve the issues speedily leading to a higher satisfaction level. This personalized communication also builds trust and credibility.
Use Automated Greetings
It can be time-consuming for agents to type out standard greeting messages repeatedly. This is where automation can help. A chat window with an automated message that instantly pops up as soon as a potential customer visits the website, ensures that all customers get the standard greeting at the right time.
Moreover, sending automated messages to visitors enables businesses to be initiative-taking. Instead of waiting for customers to interact, they can initiate conversations themselves. By following this strategy, they can prompt visitors to ask questions and gather valuable insights to target them better.
Utilize Pre-Chat Surveys
When customers initiate a live chat, some introductory information is necessary that can set the direction of the chat session. Therefore, businesses must prepare pre-chat surveys that customers must answer before proceeding with the chat. For example, name, location, and query. Once this information is available, agents are well-prepared to address the customer’s issue.
Moreover, these surveys allow contact centers to assign the chat session to the most suitable agent with the relevant qualifications. However, businesses must refrain from asking for unnecessary information and stick to questions that will be useful for agents to resolve the issues only.
Make Use of Typing Indicators
Businesses must use typing indicator software that enables agents to see what customers are typing as they type it. It allows them to answer much more quickly and gather useful insights into what customers are thinking.
Moreover, agents are often multitasking and interacting with multiple customers at a time. This software sends alerts when they receive a message, so they know that a customer is awaiting an answer. This allows them to respond timely and avoid customer frustration.
The Last Word
The live chat support feature has enabled businesses to provide a real-time human connection to assist during online shopping. By letting website visitors communicate with the brand, the goal is to improve the shopping experience and build long-lasting relationships.