professional live chat tips
TRANSCRIPT
16 Do's and Don'ts of live chat support services
(Tips)
About Live Chat Support
Live chat services is one of the greatest customer support solution for various business, but there are certain tips to keep in mind for enhancing the growth of customer experience . Let us see some of the do's and don'ts of live chat support
Don'ts of live chat support
• Avoid making too many transfers• Avoid the longer waiting time • Avoid using negative words
Avoid making too many transfers among the chat agents
Customers are annoyed when they are transferred to multiple agents for the chat support
Avoid the longer waiting time for your customer
According to the survey 70% of customers extremely dislike the long waiting time for the support.
Avoid using negative words
Negative words like words “can’t,” “won’t,” or “don’t” can reduce the customer satisfaction level
DO’S OF LIVE CHAT SUPPORT
Provide a transcript to the customers
At the end of the each chat provide a email copy of the transcript to your customer
Use canned/standard messages
Using a set of standard pre-canned messages can reduce your customers wait time.
Use targeted pages chat offer
Find the list of pages where the users visit frequently and pop up the chat offer to increase the conversion rate.
Use pre chat information survey
Using preliminary information survey before the chat, provides proper direction to the proper departments for faster response.
Use type indicators
Using type indicators can help in providing faster response once the customer hits the send button.
Use sound indicators
Use sound alert to indicate the waiting customers to the busy chat agents.
Use quick chat transfer
All chat agents will not have all required expertise. If their chat is out of their expertise, transfer the chat quickly to the another agent with the desired expertise.
Automatically accept the chat requests
Don't make the customer wait, instead accept the chat automatically with the standard canned messaged.
Provide chat button with the email
Use chat button with the email for follow ups, questions, suggestions etc for faster resolution of queries
Provide customized chat offers
Instead of providing automated chat pop up, use customized chat invitation to targeted audience
Use up-sell and cross-sell techniques
Identify the customers and use proper up-sell and cross-sell techniques to improve the sales conversion ratio
Make your chat button more clear
Placing the chat button in the steady location will make more impact instead of placing in footer or bottom.
Provide 24/7 support
Don’t limit your support for limited hours, providing 24/7 support will increase the customers loyalty.
Useful Links
• Importance of live chat support for ecommerce business• Improve your support centre’s chat and email handling efficiency• Benefits of live chat outsourcing services• 5 tips to build rapport while providing live chat support services
About PGBS chat support services
With our 24x7 chat support and email support services we ensure full
customer satisfaction through quick and accurate response. Outsource to
us and get high ROI.
Our live chat solutions include
• Order tracking
• Up-Sell and Cross-Sell Programs
• Customer retention
• Technical assistance
• Account Information Updates
For more information visit:
http://www.proglobalbusinesssolutions.com/email-chat-support/
Contact us and avail effective customer support solutions at cost effective pricing.
Visit: Proglobalbusinesssolutions.com