To understand how Live Chat services can be humanized, let us go through some self-analysis. Have you ever had to face a poor customer service experience?
Well, I have.
It was when I had to make a change in an airline ticket booking. I had to call the airline office to get some information on the next cheapest available dates for the flights. Rather than taking me to a real person, I was made to choose those automated options where one had to enter a number to get to the relevant department. So I had to enter a lot many numbers which kept directing me to more automatic number prompts. So I had to keep entering numbers.
At last, when I made it to the relevant department, it was only to find myself put on hold. So I waited for a customer service agent to pick up my call.
I waited and waited.
But when even after a long time I found no one on the other side, I hung up the phone. Since then, I have decided not to book any ticket through that airline again.
In this case the airlines had poor customer service. It can have a very negative impact on your business, sales and promotion. This is a prime factor why customers abandon a sales transaction midway.
Thankfully, a simple way in which you can improve the kind of customer service you provide is to bring it to an interpersonal level of virtual communication. You can then transform a cold, impersonal interaction (like the one I had) to a warm, positive, and even personal experience, enjoyed by your client. Humanizing your customer support can bring many plus-points for your business. And one of the most trusted tools to humanize your customer helpline is live chat.
Here are some ways to benefit from humanizing your business with live chat systems.
You may wonder why bother to humanize the customer support at all when the regular approach is going fine? Why run off to fix something that is not yet broken?
If you are thinking on those lines, then we have for you a comprehensive list of benefits that are to be gained from humanizing your customer support interactions and making your customers feel personally connected with your support team. The list of benefits includes:
» Boost in Sales: Buyers who felt a strong rapport with a business or a brand showed higher rates of consideration. They were more likely to make a purchase and became more willing to pay a premium.
» Better Brand Recognition: Humanizing your customer support can create a better brand recognition for your business. It becomes the differentiating factor that allows your business to separate itself from and be more highlighted than the competitors.
» Increased Customer Loyalty: By humanizing your customer support, you can build upon the customer loyalty generated. Humanizing your business encourages trust and reliability in customers. Customers will be more likely to purchase from businesses that they trust than others.
Now when you realize the need to humanize your customer support…you may ask… why live chat? Using live chat with your customers helps to humanize your customer support in many different ways. These include:
» Quick Human Interaction: Customers and prospects do not want to be stuck on the phone waiting, hoping and praying for a real live human to address their queries. Customers who are kept waiting longer than a minute to reach customer support are more likely to be dissatisfied with the experience. Live chat options, evenan automated hybrid agent can guarantee your customer an instant access to a customer support agent.
» Personal Connection: Real pictures and names of your support agents will allow your customer to picturize a human name and face to the interaction. It builds up an interaction with an encouraging engagement.
» Allows your customer support agents to build individualized interactions: If your customer service team keeps to the basic etiquettes of live chat, they can effortlessly personalize the conversations held with customers. This reputation syncs with your team and company brand name, and thus differentiates your team from other less personal teams. Who knows – your support agent’s customized conversation may even go viral and attract more customers to your business!
Have you ever had a personal experience with a customer support? Have you ever been a part of a humanized customer service experience with live chat? Share to let us know through the comments section below. Schedule a Demo Today!:https://www.joleadosystem.com/automated-live-chat/
JOLEADO uses Status to align your contact list or project performance to your pipeline. A status is the stage related to becoming a customer or awarded project.
In this video, we use only contact status for training – you could apply the same logic for your project status list. Ok, let’s get started.
First, we need to build the status list to align your status to your sales pipeline.
From the main menu, click on Lists. Then Contacts > Status
From the list, toggles will snap status related to Pending/Appointments/Customers/Lost and Inactive – we will see how this works when we click on contacts and open the contact record.
First, let’s look at some examples and explain best practices using the contact filter to display each status list.
The objective is to create a simple and easy to manage status list that does not do too much. Reps just do not use complicated and micromanaged progress rules.
Here are a few examples. Click on the image to expand all three examples.
Our first example is just right for reps to manage.
This second status filter works way to hard to manage every aspect of the contact pipeline, be careful – reps will ignore it. Also, far too much redundancy. [This may work for large enterprise closing 8 deals a year, but for most companies, way too much here.]
This status filter may be too simple, but it does work to clearly define: New Lead, Pending, Customer, and Inactive.
Avoid redundant or confusing terms. Only use broad terms that fit each phase a contact will progress through. Use Autoresponder to tie a cold lead to a 7-day campaign or a customer to a monthly newsletter. See autoresponder help for tips.
So now, we can see how in a contact record, JOLEADO makes it easy for Reps to select a state and the status will snap according to your setup. Customer will snap to customer. Inactive will snap inactive and so forth.
Reps can also manually select from the status
So now, reps can quickly update status and move the record to the related tab from the contact record.
…From a chat company perspective, it is nice to say, “hey, we got 500 chats yesterday!” but like I have been telling you all along, a chat is nothing more than a basic conversation – until the appointment [or approval, or coupon, or checkout] is set do we know there is commitment.
We have talked about JOLEADO being the next generation of “chat” this is what is so important! You can have 500 chats, like we have said, but if you are not setting appointments if you are not committing the customer out of that situation, in this case, for what we are working with, then the chat meant nothing, I mean, the person got some information, but in the lead funnel, you did not get them to commit.
This is why General Motors is so hell bent on getting the appointment.
Why is JOLEADO different? As a chat company – everybody can do chat. JOLEADO is different because we know what drives sales – with chats, what makes business work in JOLEADO: You’re setting appointments, you’re getting commitment, we’re following up; we’re holding reps accountable.
Feel the energy! Take any common chat and go through the conversation, hey I want to buy, or hey I want to schedule an appointment, you’ll see all this generic chat stuff – then, after all that nothing, open the JOLEADO experience and watch this!
Chat Customer: “Yea, I am interested in this”
Chat Rep: “Oh Great” Let’s go ahead and setup an appointment with our sales person in our store number or dealership 6 at the Chevy Dealership.”
Chat Customer: “Perfect”
Chat Rep: I got you booked with Brian on January 6th for your appointment
Chat Customer: That’s awesome!
Chat Rep: Yea, Brian is looking forward to seeing you.
Bang! Up comes the back office KPI – Appointment set!
So you had 5 chats, you set 4 appointments
And then of course, you have Brian – he had the booked the appointment, he had a show, and he made a sale!
This deal is one example, the deal was done off from live chat – nobody does that except JOLEADO. If you are looking for a sales proven system, of course, you can use JOLEADO as a live chat – but it’s not just live chat, this is the next evolution – we track it, we hold people accountable.
Tell me that is not powerful?!
As a business owner, or sales manager, you know that it is much easier (and cheaper) to re-activate an old client than it is to get a new one. (more…)