Learn how to use live chat for customer support and tips for providing a perfect customer experience. Three key steps to provide the best customer experience.
Customer experience is everything. In today’s world, customers have more choices than ever before, and they’re not afraid to switch to a competitor if they’re not happy with your product or service. That’s why it’s important to ensure your customers have a positive experience with your brand at every touchpoint. One of the most important touchpoints is live chat. Live chat is a great way to provide quick, personal customer service and build relationships with your customers. In this article, we’ll give you tips on providing live chat for perfect customer experience.
Why Is Customer Experience so Important?
If you want to stay competitive in today’s business world, you need to nail customer experience. Customers want personalized service, and they expect brands to be completely accessible and easy to talk to. If you want to be successful over the long term, you need to make sure you’re meeting your customer’s needs and expectations at every touchpoint. Customers expect flawless delivery and fast, friendly customer service if something goes wrong. It’s not enough to just be there- customers want a personalized experience that makes them feel important. They want to know that you’re paying attention to them as individuals and care about their needs. Only then will you build long-lasting relationships with your customers and encourage brand loyalty. Customer experience is everything when it comes to eCommerce. You have to make sure your customers have the best experience possible.
What Is Live Chat?
Live chat is an instant messaging tool that allows customers to connect with a representative right away. When a customer clicks the live chat button, they are instantly connected with a representative who can help with questions or concerns. Live chat is one of the best tools you can use to provide customer service, especially during peak shopping times like Black Friday and Cyber Monday. With live chat, you have the ability to answer questions and solve issues for your customers instantly. And best of all, customers can get help immediately instead of waiting for a response by email. Live chat also allows you to build relationships with your customers. When you use live chat, you can get to know the customer and ask them questions about their shopping experience. That way, you’ll be able to get an inside look at your customer’s shopping habits and help them make better buying decisions in the future.
How to Use Live Chat to Provide the Best Customer Experience?
There are three key things you need to do to make sure your live chat experience is perfect for your customers. Start by making sure your live chat is available 24/7 and easy to find on your website. That way, customers will be able to connect with you at any time. Be sure to have a dedicated team of customer service agents working on live chat. Make sure your agents are well-trained on your products and company policies. Also, be sure they know how to use your website so they can answer questions and solve customer issues as quickly as possible. You can train your live chat team using customer service software like Zendesk.
1. Be Available
Make sure you’re always available to your customers through live chat. You don’t want a customer to click the button and have the live chat button unavailable. That will only frustrate your customers and make them less likely to shop with you. You’ll want to make sure your representatives are available during peak traffic times. And you need to make sure your live chat agents are able to handle the amount of traffic you get during those times. If you’re getting a lot of traffic, you might want to consider hiring more agents or extending your existing team.
2. Be Quick to Respond
No matter what your customers are asking, you have to be quick to respond. That’s especially true during peak traffic times when your live chat button is likely to get a lot of clicks. You don’t want customers to have to wait around and wonder if you’re going to respond to their questions. You also don’t want them to feel like you’re ignoring them. If you’re getting a lot of traffic on your live chat, make sure your agents are prioritizing the ones who waited for the longest time. That way, you’ll make sure your most loyal customers are getting the help they need as quickly as possible.
3. Be Personal
It’s easy to fall into the trap of being robotic when using live chat. You might want to fire off a pre-written response to several questions you get often. Or you might just want to respond with, “what’s up?” instead of using the customer’s name. That’s not the best way to go about using live chat. Instead, try to be as personal as possible. You can start by actually reading the customer’s question. Instead of responding with a canned response, use the customer’s question to spark a conversation. You can also ask the customer additional questions to get to know them better and help them make better buying decisions in the future. And, of course, use the customer’s name when responding. That will make the customer feel like you actually care about them as an individual instead of just treating them like a number.
4. Follow up After the Chat
After a customer has completed a live chat session, you should follow up with them to make sure they have everything they need. This is especially important if they’re having issues with their purchase or have a question about their account. You can send customers a survey or email asking if they need any help. And you can also use chat tools like Zendesk to follow up with customers after they’ve used live chat. You should also follow up with customers who are brand advocates. You might want to gift them with a discount or free product just to say thanks. That’s a great way to show appreciation for customers who are willing to go out of their way to promote your brand to their friends and family.
Your customers expect a certain level of service when they shop with your brand. And when they don’t receive that level of service, they’ll shop elsewhere. That’s why it’s so important to make sure your customers are happy and satisfied with their experience. That starts with providing excellent customer service via live chat. You can do that by making sure your live chat is always available, responding quickly to customers, and being personal and genuine with your interactions. That way, you’ll be able to build long-lasting relationships with your customers and encourage brand loyalty. And when customers are happy, they’ll tell their friends about your brand. In this way, you will be able to provide live chat for perfect customer experience.
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