With more and more people going to the web for their purchases, online customer support has never been more important. Done well, online chat can funnel more customer interactions into chat, reduce operating costs, increase customer satisfaction, boost agent productivity, and make an impact on sales conversions. Let’s take a look at some of the best ways that you can utilize live chat services for websites, such as live chat.
Before using live chat, decide what purpose you want it to serve your business. Live chat should be fully aligned with your company’s business goals and its role in reaching those goals should be crystal clear. Those goals could include meeting service level agreements for things like wait time, first reply time, etc., proactively solving customer issues before they arise, or reducing shopping cart abandonment.
Where, when, and how you make live chat available on your website affects the experience your customers have when they visit your site. To fully harness its potential, chat should be deployed proactively. A respectful and well-timed intervention can make the all the difference between a customer staying on or leaving your website.
Once live chat is up and running, monitor chat analytics on a regular basis. Using data and reporting on things like average wait times, customer satisfaction and agent productivity allows you to make changes as needed to ensure you’re offering customers the best service possible.
Running a successful live chat service for your website can be a difficult task. Luckily, you don’t have to do it alone. At Digital LeadSource, not only will we work with you in terms of getting live chat off the ground on your website, we will also manage it for you. Contact us to start your 30-day free trial today!
