7 Best Practices for Delivering Superior Customer Support via Live Chat
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This document outlines 7 best practices for delivering superior customer support via live chat. These include: 1) Offering chat incentives to encourage adoption, 2) Customizing chat buttons and windows to match branding, 3) Extending personalized chat invitations, 4) Avoiding aggressive chat pop-ups, 5) Maintaining a friendly tone in chats, 6) Responding to customers quickly, and 7) Ensuring agents have product knowledge. Following these practices can help live chat positively influence customer attitudes and support growth in its use.
7 Best Practices for Delivering Superior Customer Support via Live Chat
- 1. 7 Best Practices for Originally Posted on June 7, 2012 by Tricia Delivering Superior Morris Customer Support via Live Chat
- 2. Live chat’s bubble is on the rise in 2012, according to a new study of more than 2,000 US and UK online shoppers. 1 in 5 LogMeIn and the e-tailing Customers group have released the prefer Live Fourth Annual BoldChat Life Chat Chat Effectiveness report which shows one in five shoppers prefer online chat over any other communication method.
- 3. This growing affinity for live chat 77% said mirrors a 2010 Bold Software that live survey that found that once a chat shopper used lived chat, more than two-thirds of these positively consumers actively look for influenced website that provide it. In their addition, 77% of those who used attitude live chat agree that the channel positively influenced their about the attitude about the retailer who retailer offered the channel.
- 4. The delivery of live chat has a lot to do with its success however. Featured here are 7 Best Practices for offering a superior live chat customer experience:
- 5. NUMBER ONE OFFER CHAT INCENTIVES If live chat is a new offering, provide incentives to encourage early adoption. In a 2012 study, 80% of shoppers said that a free shipping offer would encourage them to use live chat services instead of email or phone, while 74% said an invitation with a special purchase discount would encourage them to start using live chat.
- 6. NUMBER TWO CUSTOMIZATION MATTERS Make sure chat buttons and windows match your organization’s branding and are visually inviting and appealing to customers.
- 7. NUMBER THREE EXTEND AN INVITING INVITATION The best invitations to chat feature personalized brand messaging and address the specific interests of the customer or the actions they are taking in a particular section of the site. Custom invitations have been proven to greatly enhance response rates. Make sure your chat offering is in a prominent location on your organization’s website.
- 8. NUMBER FOUR AGGRESSIVE CHAT POP-UPS ARE TYPICALLY A TURN OFF Consumers should have the ability to close or decline a chat pop-up invitation. Aggressive live chat pops are typically found to be intrusive and annoying; consumers prefer chat options that they are able to initiate on their own terms.
- 9. NUMBER FIVE GOOD CONVERSATIONS CARRY A LOT OF WEIGHT Best practices for live chat include a friendly, informal tone. If your organization offers canned responses, try to reword them so that they don’t sound canned. But, an informal tone doesn’t mean giving up good grammar and punctuation rules. A lack of proper capitalization and punctuation has been proven to slow reading and cause confusion for consumers.
- 10. NUMBER SIX DON’T MAKE THE CUSTOMER WAIT Most CSRs are engaged in multiple chat sessions at one time with different customers. The key is to never let the customer know this. According to the Fourth Annual BoldChat Life Chat Effectiveness report, 89% say the speed of agent response and talking with a real person are critical for success.
- 11. NUMBER SEVEN KNOWLEDGE IS KEY 93% of chat users agree that the product and service knowledge by the chat agent is the most important element for a successful interaction. Agents must know their stuff when it comes time to chat with their web- savvy customers.
- 12. MORE CUSTOMER CARE CONTENT YOU MAY BE INTERESTED IN • Live Chat’s Bubble is On the Rise in 2012 • The 6 Worst (and Best!) Phrases in Customer Service • 5 Reasons Why It’s Time for Companies to Chat • Deliver Superior Online Customer Service with Parature Chat FIND THIS CONTENT AND MORE AT http://www.parature.com/blog/