Live chat support is necessary for every single business. Customers prefer it and thereby demand it. Because of its simplicity and immediacy, live chat support is beautiful and attractive. Customers can get their issues resolved quickly. Sometimes with in a couple of minutes.
People are impatient, more than ever before in history. That’s a fact. You can’t fight it. Therefore, you need to embrace it and solve the problem, and that’s where live chat support comes into the picture.
So, How do you make the most of live chat? it’s a powerful tool with plenty of opportunities for growth. You need to avoid these mistakes and make quick improvements.
Avoid These Mistakes
Let your business shine by solving these imperfections:
Too Formal: Use The Right Tone
There is no need to keep it formal. After all, chat is not expected to be that way. Keep it fun, fresh and simple. Your main focus is to solve your clients’ issues. So, do it fast. That’s the whole purpose of live chat.
Rushing: Keep It Slow
Even though live chat should provide fast support. You should not be too quick. Never rush. Because you’ll end up sacrificing the quality of the interaction just for the sake of answering quickly. It will blow up in your face. Hit the sweet spot between fast and high-quality support.
Don’t Make False Promises: Be Honest
Let your customers know if your live chat support is not active. If you let them wait forever, then they’ll get angry. It’s likely that they’ll share their complaints with you, or even worse, post it on social media. Not good.
Be straightforward. Don’t let your customers hold onto false promises. Be clear and honest. It is the best policy.
Stop Being Repetitive: Make Things Simple
This is something you need to remember all the time: people hate to read the same things over and over again. Unfortunately, many live chat software solutions don’t allow you to provide context to your interactions. Thus, making this mistake unknowingly . Being repetitive will cause discomfort.
However, in order to solve this issue, there are other new alternatives in the market. Kayako for example is one of the best. It allows you to bring context to every conversation. You can check every customer’s records, and review the conversation as well their actions. This feature is incredibly powerful, because it’ll help you save time and keep things sweet and simple.
Quick Improvements For Big Wins
If you solve the previous mistakes, you’ll have more success with live chat. Now it is time to apply some quick improvements for big wins. Let’s unleash its tremendous power!
Customization Pays Big Time
This is another reason why you need a live chat software that brings you more options than your traditional solution. You need to personalize it to match the essence, colors and message of your brand. Make the right impression right off the bat and you’ll win big.
Collect Feedback And Read It
It’s important to know what your customers think, to check what needs changing. You might be doing great, but as always, there’s always room for improvement. The keys to the next level can be found in your customers’ feedback. Collect it, read it and apply the necessary changes.
People need help, especially when buying online. You have to be there to assist them. Be proactive, because it’ll help you increase your conversion rate.
Take a quick look at your stats, you’ll see that a surprisingly 83% of people need support to complete a purchase. If they can’t find help anywhere, then they’ll probably forget about the purchase all together. You can’t allow that to happen. Use your live chat right and be proactive.
Now you have the keys to use live chat and grow your business. Customer support, when done right, can be one of the most powerful tools for your company to reach the next level. So, Use it.