Tips for Improving Business Performance Through Live Chat Support Software

02.09.2016.

Website live chat is a great way to communicate with your customers directly and provide them with immediate assistance. Today, customers expect effective assistance promptly and you can provide that through live-support. However, you need to use this tool effectively to ensure good results.

If you respond well and offer your clients the best support, they’ll have a pleasant experience with your business and keep coming back. At OAC Digital, our experts have listed these tips to help you get the best results:

Be Prompt –When customers type a question on the chat platform, they expect a quick response; especially if the chat app shows that you’re online and available to answer questions. One of the best ways to improve your business and business reputation is to reply promptly.

This would keep the customer engaged and interested in the product. Prompt assistance is an indication of good customer service, and customers tend to stick with companies that have good customer service.

Human Interaction-The software can only answer a certain set of questions and offer pre-programmed solutions. It can’t replace human knowledge, experience, and intuition; and that’s why you need to make sure your customers interact with a real customer care executive rather than a computer program. Successful website live chat interactions always involve sales representatives that resolve problems without delay.

Add a Countdown –If you has to customer wait for response, you should give them a timeline. So when all the executives are busy and there are people waiting to speak with a representative, you can acknowledge their request and provide them a countdown. This gives your customer a definite idea of when they might expect a reply; and that would ensure they don’t turn away and head towards the competition.

Don’t Use Text Lingo-Text and chatting has become a part of our life and it’s easy to fall back on bad habits when you converse through chat. Before you know it, you’ll start using phrases like ‘gr8’ or ‘thnks’. This is no way to interact with the client; so you need to make sure your customer care representatives use casually formal language.

Want to know more about website live chat? Just give OAC Digital a call. Our number is 1300 188 088. You can also use our live chat to speak with us.