A detail ed look at the history of successful businesses will disclose that corporate battles are already won and lost not purely based on critical factors including the amount of investment that transforms a business idea into concrete reality, the proverbial first strike advantage, or even the privilege of starting shop in under-served markets. Innovation and business strategy have played an important role. Bing is a stellar example of this hypothesis. When managing your web business, you should consider those opportunities of growth which are fueled by a clearly defined business strategy. High quality customer support, of which live chat is an essential part, can provide your company which has a platform not merely to articulate effective business strategy but in addition to implement it. So how can live support in your website help you make a mark through effective strategy implementation and race in front of your competitors? We present several avenues which you can explore: - Chat Box
Grant Live Chat Top Status
Simply signing up for a feature rich live help subscription and implementing it on the website is no longer enough. Grant live chat a high level of priority bills . the service channels your contact center could be using such as email, phone and self service. Priority status involves training your chat reps in the various features and features of the live support application you have selected, empowering them with the product or service and domain knowledge to handle customer queries, and most importantly, streamlining your chat plan to ensure that your customers and readers experience zero wait times.
Implement a two-way Mobile Chat Solution
Consumers now take more time interacting with online retailers on smartphones and tablets than they do on desktops and laptops. According to ComScore, 55% of time spent by consumers with internet retail and ecommerce in June 2013 occurred over a mobile device thus implying more customers are accessing online retail on their own smartphones and handheld devices compared to they are on their desktops. Your site, therefore, not only needs to be responsive, meaning that it should be fully accessible on the smartphone, but chat should function with no hitch. On the other end of the customer service spectrum from where your service reps provide service, your reps are able to respond to chat inquiries from other smartphones so that solutions never interrupted regardless of whether they walk away for a few minutes for a quick coffee break. If your live support software has a mobile interface, activate it, check it out and ask all your chat reps for doing things while they are checked in.
Research your Analytics
The analytics popular features of chat applications came a long way in the recent past. Ask your chat company to send you a briefing document concerning the various analytics features built into your application. It is a wise decision to use these features as you are already paying for them. Analytics data, when combined with your CRM, can even generate in-depth customer profiles that will help you better understand customer behavior and leverage this data to organize ahead.
Review Chat Transcripts
Chat transcripts, which can be generated by the chat application you have implemented, can reveal a lot of critical information not only about your customers but also about your service reps. Integrate randomly selected transcripts into your training schedule while training your reps. Look at the quality of responses and customer buying habits. You can also set up a chat transcript library on your reps as a valuable training resource.
Several reports have demonstrated that the cost of delivering customer care through live chat is significantly less than phone or email. A strategy, therefore, which places live chat before other service channels, doesn't only raise the bar of the quality of customer support you render to your customers, it will enable you to do so affordably. - Chat Box