When a number of ways for customers to contact support-team for a business are strewn around on Internet, including email, phone, and social media, then, is live chat any more important than them? Live chat software surely is worth the risk for your business to invest in and not even be a straw for your support team to manage. It would be a great addition for major businesses and we will try to elaborate on some reasons to consider it.
Live chat allows customers to connect with you immediately without hunting for a phone number or drilling into the support section of your website. You can engage them immediately for help from any page of the website. This leads customers to make a positive estimate of your services. It also keeps you a step ahead in market competition.
Gathers and Records data
Through live chats you can also save the transcripts to use them to determine better ways to improve your service. Length is one factor that decides whether the customer support rep was able to quickly resolve the problem? Orr were there more steps than necessary involved during the chat? You can also scan up the keywords from the chats. Common problems showing up in a live chat indicates that your self-service support needs improvement. The chat data is also handy beyond the moment of a specific customer connection because it can help you go in for sending them better options and newer products that you have on your shelf.
Increase in conversions
Users have a short attention span when they are online. When an online website doesn’t meet their demands or come up with answers to their questions quickly, prospects leave and current customers get frustrated. With a live chat option, you connect with the prospect at that very point of decision making. You can either make them commit to a purchase right at the moment – at the very least complete a micro-action indicating interest in becoming customers – or they can leave the site never to return. If you are quick and have 24*7 online presence using live chat option, then you can connect with them before they leave. For your current customers, it would mean a continuance of finding your services favorable and to encourage increased sales in the future.
Maintains Agent efficiency
In alive chat experience, multi-campaign management is a boon. Agents are enabled assist multiple online visitors in a single application. It saves time and improves efficiency in that many customers can be addressed within the same working hours but faster than in any other system of company support. Plus it is in tune with the fast-paced tech-crazy world, so your clients will only appreciate it and nothing else.
Consider Offline Chat Strategies – Lead Generation Software
Live Chat strategies are evolving all of the time. Even if you leverage online live chat, you might consider empowering your offline toolkit. Offline Chat Strategies can become powerful lead generation tactics. To leverage offline strategies, businesses empower their brand during off hours. Offline conversions are shown to increase 153% month over month with an effective offline strategy and well marketed website or social media campaign.
Empower your Business
Software integration costs are declining with the years, and these tools are now the parameters of successful businesses. Empowering your business with Live Chat and Offline Strategies are keys to a successful online conversion strategy.
Visit JOLEADO Live Chat Software today and learn more about Live Chat Software and Offline Conversion strategies. We work with businesses of all sizes to impact sales through online conversions off back-office team empowerment.
In today’s competitive business environment, featuring Live Chat on your website is essential to compete. Live Chat can be broken down into 3 primary categories: Sales Chat, Support Chat and Recruitment Chat. Here we discuss Customer Support Live Chat.
Your attempt to offer a comprehensive customer support system to your customers through live chat is welcome. It is surely a viable option for the customers to engage with your support team and find the solutions that they need in real-time. Remember live chat does not help your customers only; it also comes to you with hidden bonuses like increased conversions and repeat sales.
When companies grapple to get their live chat on and running, we at JOLEADO Live Chat step in to help. Here we will provide you with the five best practices to get started with live chat.
Your live chat button should be customized that it is immediately accessible to the online visitor. The placement of that button will directly impact your positive customer experience. The best type of live chat option is the one which is non-intrusive to the website experience and provides a warm invitation to achieving a solution – does the button speak to the online visitor clearly? What about the button text will speak “solution” to the online visitor? Is the button placed consistently on the page so not to make your visitor work to locate the solution?
Your live chat invitation design should be noticeable enough for those looking for it, but it should also blend with the overall design of the website. Further, the wording on your live chat button should prompt the website visitors to want to take advantage of the support option, but it should also be personal enough for visitors to engage in it seriously.
Your support team should offer live chat even before your customer reaches out to you. You can use triggers that will start a conversation automatically in such cases where they may possibly need assistance – for example, by putting such triggers on checkout pages for customers who are stuck for too long or seem undecided, you will increase the conversion rate by increasing the possibility of a purchase. Live chat has many other benefits too, such as helping in the collection of data and creation of customer profiles. These help to make a live chat proactive live chat and a no-brainer for those who are starting with it.
Though you need to let your customers know that they are chatting with a live person, sometimes canned responses can be handy, especially when dealing with some frequently asked questions. Your team should develop a list of such FAQs and their responses to minimize the time spent on repetitious conversations and to optimize your live chat’s productivity. Consider, if your sales team is trained to the Sandler Selling System, feature Sandlers targeted selling templates inside your live chat response system. This is one example of how Live Chat supports a consistent selling culture and works to convert the ideal customer to your business.
Often Live Chat products transform into a “contact us” procedure when your call center is offline. Why generate a redundant experience? Instead, transform your live chat system into a conversion strategy by offering a promotional incentive, schedule an appointment, fill out a credit application, et al., JOLEADO offers several strategies which power the offline experience into a conversion platform.
In a medium to large sized business, it is understood that you have to provide a live chat support anytime for anyone. This allows customers with different consumeristic patterns and from different time zones to avail the customer support. This is necessary if you’re a business which is serious about offering a good customer service.
Have you heard of other such practices which can be used when starting out with a live chat with customers? Let us know from your comments in the section below.
Once you decide to offer what you have thought, you can look through at what our JOLEADO Live Chat Software has to offer to you and your support team.
Customers don’t buy from untrusted businesses, end of story! But building trust for a healthy customer/business relationship need not be difficult. Yes, your effort is a compulsory part of it, but the steps that will get you there are easy if you are willingto keep an open, honest, and efficient communication with your customers.
Here are some of the best practices which your customer service team can use to build a long-lasting, reliable relationship with your customers:
This is a given formula – a customer service representative who acts professionally is sure to gain the respect, trust, and loyalty of the customer. Since your customer service reps are in constant association with your customer base, they need to act according to the demands of their position to gain the customer’s confidence.
Connect With Customers Through Social Media
Social media sites like Facebook, Twitter, LinkedIn, and Pinterest are some shortcuts to connect with your customers. These become helpful especially if you have an e-commerce business with no physical connection.
In a study conducted in 2014 from Deloitte, 75% of online American customers gave the feedback that the product information read on social channels to a great degree influences their behavior and inculcates in them the brand loyalty. Social media is the right place to provide customers with product information, reviews from other customers thereby linking the brand customers as a group, and also a fast interactive platform with customer service team. These factors foster a trusting relationship between customer and company.
Display And Respond To Customer Reviews – Both Good And Bad
Customers review smartly; if a business only posts good reviews of itself, they read through it immediately. Customer trust can be gained by this simple rule of being transparent about the reviews your business is getting. It is also effected when you are responding to both the good and bad reviews. Customer service reps who reach out to reviewers present themselves as ones who care about what customers think and also that they are receptive of suggestions and critique.
Offer Live Chats
Majority of customers will look for a support system that offers live chat too. This cuts out on the long wait periods that come unwantedly with email or phone service. Live chats on the other hand provide customers the better option to have their queries answered almost immediately. If your business website has a live chat option, customers are more likely to believe that you will be able to connect with them about their problem. Even if they don’t use the chat option, having it on the website is enough to reassure them of help if they need it anytime.
Give Prompt Responses To Inquiries
When a customer poses a questions or voices his concern regarding your product or your services, they expect a quick response and timely resolution. The best possible thing to do to gain their trust for your company is to respond to all inquiries as soon as possible; no customer who is kept waiting and receives no reply will stay for long with your business so, will be less willing to contact or be associated with you for future transactions.
Be Consistent Across The Board
The customer service you provide should always be consistent. Whether a customer contacts you via phone, email, live chat, or social media, each customer service representative should act respectfully and professionally while answering their questions. A customer gets frustrated and confused when different people give different answers to a single question. It may even be taken as an indicator of your own confused understanding of your own product. Consistent performance on the other hand shows customers that their trust in your service will always meet their standards and is not misplaced. Live Chat templates really help to channel consistent responses based upon common customer inquiries. You should take the time to setup a powerful and easy-to-administer Live Chat library of responses.
Admit Mistakes And Fix Them Too
If something goes wrong (even if it is due to customer’s fault), the best path your customer service team can follow is to admit the mistake, address the issue, apologize for the inconvenience faced, and offer solutions to their problems. The plus point in it is that customers will appreciate your dedication to customer satisfaction and will put their trust on you and your team who are taking steps to avoid the issue in future. If a mistake is to occur, these very customers will fall back upon the trust based on previous experiences that the support team will again handle the problem.
Value EACH of Your Customers
More than anything else, let your customers know that you appreciate them. The customer/service relationship is valuable for long-term gains and if customers perceive that you are making an effort to build and maintain a mutually beneficial relationship, they will be more likely to stay in the long run. The customer experience is the top priority of any business, so you need to give them strong reasons to believe you – they have a right to it.
With these major points at the back of your mind, check out Joleado’s live chat for the benefits it can provide you to maintain a stable relationship with your customers.
JOLEADO has a built in Online Case system we call the message board. The reason we do not call it the Online Case system is generally Online Case implies post sales, more of a support tool.
The JOLEADO message board can be used for both support and sales. You can use the message board to onboard leads, new customers and suppliers so each can collaborate with sales, support and even external manufacturers.
The purpose of this post is to provide an overview of how the message board works.
JOLEADO users can click on Message Board from their main menu to view their open cases.
Reference for list view can be a contact or a project record.
The name we use for non-users is ‘Attendees’; they will receive opposite status as they await response from the admin.
Users can manage attendees by clicking on the button = Attendees.
NOTE: Managing Attendees is only available to JOLEADO users, not customers, vendors or partners.
From the Customer Center – a secure and private portal for customers, vendors and partners to engage with your company – a customer can immediately view incoming messages from your company – the click on Reply and this will open the message board.
Also from the Customer Center, customers, vendors and partners, can open their own case – by clicking on Create Case from the Dashboard KPI.
They enter a subject and a body and submit the record. The Rep is notified.
NOTE: Customers do not have the option to add attendees or alert them – attendees will always be alerted. Here is a copy of the email the rep will receive.
The message board for the rep, has the option to see details above the message.
Customers can review and track online cases in their center.
Important to note that in list view, users do not have the ability to Add a new case.
Generating a new online case can be done at several locations in the application.
For Users, Contact and Project records under the Message Board tab is the most common – so the case is related to a contact or a project.
Once posted, the Rep has options on the left, including to generate a task in 1-click and/or alerting other team members. This is a nice feature as the user will not be forced to copy and paste to generate the task, the system accepts the post as the task description.
This concludes our overview of the JOLEADO Message Board and Online Case System.