Improved live chat services

Improved live chat services

It is no longer news that live chat has been an invaluable tool in dealing with customer queries with a view to increasing conversions in an e-commerce world. We live a digital life these days and businesses must rise to the occasion if they are going keep being a going concern. Online shoppers are increasingly depending on live chat services so much so that companies have to pay serious attention to how they handle this customer service department. The life of the company may well depend on it. There are certain tips that will help you to be the best live chat service provider.

Automatic response to live chat requests

When a customer initiates a chat session, there should be a response to the request in less than 10 seconds. The only way to guarantee this always happens is to have an automatic response that tells the customer an agent will attend to them presently. While they wait for a real agent, get them to fill a pre-chat survey which will gather information about the customer that will be useful to the agent attending to them.

Use chat history to gather intel about customers

If the customer in question is a returning customer, the previous chat history with the customer may furnish the chat agent with information that will be useful in dealing with them this time. Having to repeat previous problems or provide basic info repeatedly can be quite annoying. You want to make an angry customer happy and keep a happy one happy. Chat history helps with that.

Incorporate a chat button to emails

In the past, you couldn’t reply promotional emails from companies. Today, the only way to generate leads is by adding a response mechanism. A chat button attached to an email can help recipients ask questions or voice their concerns about the email or any other issues. The email team and the chat team must work together to ensure all queries are properly handled.