Are you looking for ways to optimize your live chat script based on your industry? Read on to find out how businesses are optimizing their live chat script.
A powerful tool that can be used for customer service is live chat. You can easily make a personal connection with your website visitors using live chat, regardless of whether you are in an industry having a product-based business or a service-based business. This could ultimately lead to more customers for your business.
A recent study concluded that website visitors are 82% more likely to become customers if they have chatted with your business first using a live chat process flow rather than just browsing your website. In recent years, live chat has become a preferred way to communicate with website visitors because of the popularity of instant messaging and social media.
Optimize your Live Chat Script based on your Industry
To optimize your live chat script based on the industry your business is set up in is based on various best practices that are briefly explained as follows:
- Make Your Brand and Industry Stand Out With Customized Live Chat
Live chat systems are available in many different forms based on different industries, but if you want to achieve seamless integration with your website, make sure to choose a system that can be easily integrated.
There is no doubt that customizing your live chat features should be one of the most important steps to ensure it exudes your business’ brand and messaging. Luckily, the majority of live chat platforms will allow you to upload your company logo and customize the colors of the text and buttons within the chat window to match your company branding.
To convey an authentic brand message, in addition to reviewing all the colors and branding, ensure that all the messages and prompts are reviewed as well. It is common for companies to leave default settings on when they start their websites, giving customers a false impression about the company as a whole. The importance of brand consistency today cannot be overstated.
The last thing you should do is create a profile for each member of your chat team or agent who will be handling chats within your company. In order to increase the chances of your website visitors engaging in a chat with your staff in the future, consider adding actual photographs of your agents at the time of setting up their profiles on your website.
- Ensure That Your Team Is Properly Trained Based on the Industry in Which You Work
Having capable live chat agents based on the industry your business deals in is the key to the success of a live chat system. So, if you want to create a positive customer experience, you should train your team on how to communicate with customers and manage the chat. Visitors stay engaged and convert to prospects and buyers based on customer satisfaction and response time.
In order to satisfy customers on chat, a little more thought needs to be put into it. Create ready-to-use live chat scripts for answering the most common questions your business will receive based on the various chat scenarios.
It is also important for your agents to figure out if any further steps are needed to be taken by the visitor. To help troubleshoot a problem, you may need to connect the visitor with a tech team or with a sales department if you are in a service business industry.
You can even assign chats to agents or set up shortcuts to answer common questions with most live chat systems.
- Configure Offline Features
This incredible resource’s benefits (live chat) can be accessed without being tied to your desk. You can customize the offline settings in most live chat systems to support your visitors and promote conversions at the same time.
The automated display will suggest leaving a message or starting a ticket if no live agent is available. The offline settings should be changed to fit the needs of your business and industry, even though this is a great start.
A simple form is an option you can use to gather information from your visitors. When you or your agent returns online, you can follow up with them using this form option.
Chatbots are also popular options. A chatbot provides answers to common questions or guides visitors to online resources based on common questions.
- Personalized Chat Experience:
The majority of web visitors and customers expect a more personalized experience when visiting a website these days. Test new ways to engage visitors on chat after you have set up your chat and established a working rhythm. In addition, you can customize message prompts that appear based on the traffic source or if a visitor is a returning visitor.
Continually testing new ways to engage your visitors will increase your chances of converting them. Depending on your business and industry, you may be surprised at what works best.
So you might have understood how to optimize your live chat script based on the industry your business deals in. Using live chat, you can ensure maximum customer satisfaction and loyalty.
So if you’re looking to set up a live chat feature on your website or app, consider Temasys Skylink Cube. Take advantage of a free trial of Skylink Cube today to see how it can improve your customer service.