Does the idea of adding live chat to your online business make you nervous? Well if you have contacted all your customers via e-mails all this time, it is understandable that the idea of adding live chat freak you out.
Now emails are so asynchronous, that customers don’t expect an instant reply. So, you can decide which mail is to be replied first and in what order. Live chat brings you down to almost real time. It moves the conversation in almost real time, and that may sound scary to people. Live chat helps you deliver exceptional customer service to your customers too.
You may not have a supporting team who can spend their days chatting, but you can still provide an excellent customer service using live chat. It is possible to add a chat service to your online store in a sustainable way.
Here is how.
Enable chat rooms where it seems to be important.
You don’t need to enable chatroom in every page of your online store. Just add the feature where it’s needed. You don’t even need to avail the chat service always too. Just find out the critical points of your business, where a live chat service will prevent a lot of emails.
Your returns page is one of those places where your customer might want a refund but is a little confused still. Now, these are the places where you need to avail a live chat service so that the confused customer can instantly ask and clear his doubt.
Your shipping FAQ page demands a live chat channel because the time span between order and delivery is nerve-wracking for some customers. Thus, a live chat channel there can cut off a lot of “where is my item” emails.
Divert conversation to the appropriate channel.
Adding live chat to put pressure on your existing channels. So, any chat rollout must reduce the overall support load. That means identifying such questions and eradicate them or cut them significantly through better documentation or page design, or copywriting.
Remember your goal is to have more impactful and helpful conversations with your customers with your limited resources. You are doing business, and you are not a glorified search engine for confused people.
Reach customer expectation.
When you’re adding a live chat option to your online store, always remember the heights of your customer’s expectations. And always try to reach those heights. A customer expects a reply of an email within a day. But they will expect a response within a minute or two. So carefully design the operation of your chat system, so that you can reach your customer’s expectations.
A chat tool should not make it looks like someone available when they’re not. Let people know the time of the response.
So, look for the options on your chat tool which best suits your capacity. Our suggestions are
- Publish the chat option during the specific time
- Disclose specific chat hours so that people know when to expect a reply
- Introduce “send a message” option when no staff is online to reply at that moment.
Build your live chat support skills.
If you are used to email support, you might need to retrain yourself a little. Email support is all about answering most of the questions at one mail. Live chat is a little different. Live chat demands smaller segments of messages that will leave rooms for quick clarification and diversion.
You can use real-time chat to show some personal interests to your customer in a more natural way. Remember you are working through problems together.
Chat is the best option to understand your customer better. Responding quickly to them will make them happy. Ask them about your products, ask for feedback that will help you decide your upcoming business strategies accordingly. And most importantly don’t stop responding to your customer. If you need to step away for sometimes, give the customer a proper idea of what you’re doing.
So, these are some tips you can use to save your sales and provide an excellent service to your customers using live chat. And we assure you live chat will help your business grow much faster for sure. And if you are done reading it, visit Dealvoucherz to do some shopping at great discounts!