More and more businesses today are installing live chat services so as to enhance the quality of their customer service and boost their profits. But are all of them able to enjoy all the benefits that the service claims to provide? The answer is- NO! In fact, many of them are not even able to make the service discoverable for the customers. This is because they miss out on the right tactics to make the most out of it. We are here to help you with the same. Here are the best practices that will help you leverage the live chat service to its fullest:
Place the chat window appropriately:
The most common practice regarding the placement of the chat window is to place it at the right of a web page. Not only this, it’s advisable to place a chat window on every page of the website. This needs to be done as there are times when the visitors reach directly to a particular page of your site, which is not the home page. So, when they do not find any live chat assistance there, they might simply abandon the site.
Train your live chat agents on the emotional aspects:
The live chat agents hired by a business should be well trained not only in technical but emotional aspects. They should be trained in such a way that they are sensitive to the customers’ needs irrespective of their issue. Moreover, the agents need to acknowledge customers’ concerns and analyze every situation from their perspective. This helps relate with the customers and resolve queries in the most appropriate manner.
Use clever time-saving tactics:
Making your customers’ love you is all about providing just what they need and an instant query resolution is what they need the most. So, it’s advisable that agents are taught certain time-saving tips and tricks that help lower the response time. Some of these tactics include setting shortcut keys for frequently used operations, sending videos tutorials or screenshots instead of writing out the responses.
Provide detailed solutions:
A detailed solution helps customers know you came to that particular solution. This further enables them to solve similar queries on their own. In case the agents come across a query that cannot be resolved, they should be versatile enough to provide the next possible solution.
Use these clever live chat tips and tricks can actually help win your customers’ trust and gain return customers!
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Source: https://medium.com/@aqusaglivechatagent/best-live-chat-practices-to-woo-...