Live chat support is the single most preferred resource for customers in need of assistance online. They\u2019re also an excellent opportunity for businesses looking to win over visitors with outstanding e-commerce customer services. If your chat features are lacking, you may be missing out on much more than help requests. Even worse, you may be turning customers away. Here are four ways to enhance your live help services and turn customers into lifelong brand advocates.<\/p>\n
When was the last time you enjoyed waiting in line for an undisclosed amount of time? The answer is likely, \u201cNever.\u201d The same is true with live chat support. Even if you\u2019re juggling ten other conversations and can\u2019t respond to a new customer right away, it is absolutely essential to let him or her know how long it will be before you can help. Because customers can make purchases online at anytime, they expect you to be able to help them right away if they need assistance. People don\u2019t mind waiting for two minutes if they know they\u2019ll get help, but leaving them wondering if their message was ever received is one of the quickest and easiest ways to lose a customer. Aim for an average response time of 30 seconds for maximum customer satisfaction.<\/p>\n
Most chat operators have a go-to file of canned or pre-written responses. While these are great for increasing speed and handling more conversations at once, they can be deadly if the message isn\u2019t personalized. Customers want to know they\u2019re talking to a realh2 person who is genuinely committed to helping them, not a live chat robot that\u2019s clearly running out of memory space. This isn\u2019t to suggest you should ditch the canned responses altogether. Instead, find ways to insert personalized touches like:<\/p>\n
1. Using the customer\u2019s name<\/p>\n
2. Discussing purchase details<\/p>\n
3. Relying on past history information<\/p>\n
4. Engaging in casual chit chat\u00a0<\/span>\u00a0<\/span><\/p>\n There\u2019s always a balance between responsive support and aggressive assistance. Most customers prefer to reach out to the customer service representative or chat operator on their own terms, rather than field unsolicited, \u201cHow can I help you?\u201d pop-up messages. When in doubt, give the customer control. Even if you utilize pop-up chat windows, give your customers the freedom to minimize the message. If you don\u2019t use pop-ups, make your live help feature easy to find on your website.<\/p>\n It may seem obvious, but an operator\u2019s spelling and grammar count during a live chat. While it\u2019s OK for customers to make mistakes, an error on the operator\u2019s end will have them questioning your legitimacy and professionalism as a brand. It can be tempting to slip into colloquial language and abbreviations in order to save time, but it\u2019s best to stick to formal spelling and grammar rules. A better way to increase is efficiency is to use as few words as possible and deliver the most important pieces of information first. Your ultimate goal is to help the customer by resolving problems and maximizing satisfaction. Don\u2019t compromise either for the sake of speed.<\/p>\n Live chat support is the single most preferred resource for customers in need of assistance online. They\u2019re also an excellent […]<\/p>\n","protected":false},"author":1,"featured_media":174081,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"episode_type":"","audio_file":"","podmotor_file_id":"","podmotor_episode_id":"","cover_image":"","cover_image_id":"","duration":"","filesize":"","filesize_raw":"","date_recorded":"","explicit":"","block":"","itunes_episode_number":"","itunes_title":"","itunes_season_number":"","itunes_episode_type":"","footnotes":""},"categories":[154],"tags":[31,163,484,204],"class_list":["post-44252","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-etech","tag-live-chat","tag-live-chat-function","tag-live-chat-services"],"acf":[],"_links":{"self":[{"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/posts\/44252","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/comments?post=44252"}],"version-history":[{"count":0,"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/posts\/44252\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/media\/174081"}],"wp:attachment":[{"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/media?parent=44252"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/categories?post=44252"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/tags?post=44252"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}3. Find the Right Balance<\/h2>\n
4. Be Accurate and Efficient\u00a0<\/h2>\n