One of the crucial channels for businesses that has the tremendous potential to drive sales and customer satisfaction is live chat support services. It is a go-to service for customers when it comes to seeking assistance related to any product or service. This clearly paves the way for businesses to turn each interaction into a memorable experience and build a lasting and loyal relationship.
As per the 2021 Achieving Customer Amazement Survey Report, 83% of customers are ready to switch to other services because of bad customer experiences. In fact, they are willing to pay more for a quick and effective customer experience. Clearly, it is the new battleground to get a competitive edge in the market.
Ways to Improve the Customer Experience with Live Chat Support Services
By integrating live chat services into its website, a company can effortlessly transform any interaction into long-lasting relationships and unforgettable experiences. It allows you to provide instantaneous responses to customers while enhancing agent productivity and boosting customer satisfaction. Let’s examine the six steps where businesses can use live chat support to engage customers and provide an exceptional customer experience.
Step 1: Create a live chat option that is easily accessible
You don’t want your customers to waste their valuable time on finding the live chat support services on your website. After all, users demand real-time communication and service three times faster than any other mode of the channel. To get the most out of your live chat, make sure there’s no navigation error, which means the plugin should be easily accessible without scrolling through the website.
Step 2: Quick revert back to messages
When a chat request is initiated, the customer should not wait a very long time to get a response back. The major reason for the popularity of live chat is the instant response to the customer’s queries. Since delayed replies can lead to loss of business, make sure to have an agent available or have an average wait time included in the live chat support service plugin.
Step 3: Add the human touch to the live chat conversation
Live chat services are not just cost-centred support systems, but rather they’re the resources to grow your business. It is important to personalise every conversation by adding a human touch to it. Not only will it aid in improving customer satisfaction, but it will also help you offer customized support to your customers.
Step 4: Empathise with the customer’s needs when drafting the reply
Chat support agents usually handle multiple customers, and it’s easy to get confused and misinterpret customers’ inquiries. It’s crucial for agents to handle several queries on a one-to-one basis. This would allow them to focus on one customer and comprehend the assistance that they’re seeking. And, this will also enable the agents to offer a solution from the customer’s perspective.
Step 5: Know the product/service inside-out and offer a detailed solution
You don’t want a disconnect between what customers want and what the business is doing. If your chat support agent is not able to answer the product/service-related question, then your business could lose a valuable opportunity to convert a prospective lead to a hardcore sale. That’s why, as a business, you must set up effective strategies to proactively share information on any new release or feature updates. However, information related to the product/service is not going to be enough. You should also include details regarding company policy, discounts, rewards programmes, and more. Such knowledge would allow the agents to share the right and timely solutions with their customers.
Step 6: End the chat on a high note
“Thanks for connecting with us! Goodbye now, I have to go.”
Such abrupt goodbyes can create bitterness and should be avoided at all costs. You must prioritise ending the chat on a high note. Instead, support agents should ask customers if they require any further help with any other queries. Such responses will encourage them to get in touch again in the future. Operators can also ask the customer for their honest feedback or rating on the live chat support service that was provided.
Who we are and what sets us apart
We are driven by a motivated and experienced team of chat support professionals. Our professionals work round the clock to ensure your prospective leads convert. Our services have helped our increase upselling opportunities for their business. When you outsource live chat support to us, you get a wide range of services that can help you win over your customers. These services include inbound customer service, live operators and live webchat, technical support and troubleshooting, chats for lead generation and follow-up, chats for customer inquiries and complaint resolution, billing support and many more.
Our success rate speaks for our first-grade service. Companies across the globe trust us and regularly outsource their live chat services to us. We guarantee improved customer engagement and boost sales on a consistent basis.
Why Choose Us
This article is brought to you by ExpertCallers, a leading call centre service provider that strives to help businesses create and nurture exceptional relationships with their customers.
We make sure that we exceed our clients’ expectations by offering unparalleled service. Our services can be availed at a reasonable price, which can be customised depending on factors including call volume, industry, the skill level required, and customer care timings. We also ensure that you get an updated infrastructure, along with high control on quality and all-around monitoring.