If you want to support customers with live chat, you’ll need to make smart decisions about where it’s added to your site, how your customer service team will use it, and how it integrates with your other support processes.
Live chat is a powerful tool, but like any tool, it needs to be used properly to get the maximum utility out of it.
Live Chat Support is a customer service messaging channel that allows businesses to communicate with customers on their website via chat. It provides a range of benefits for businesses: they can provide instant support to customers and answer customer questions in real-time, which reduces wait times, improves customer satisfaction, and boosts sales.
Live chat fits with changes in customer service needs
Modern consumers rarely have a single touchpoint with any given company. The research process for even small purchases can be long and difficult: there are reviews to read, content to consume, docs to check, and questions to be asked.
By offering live chat on your site, you’re making it easier for customers to start that conversation. They don’t have to hunt for a contact email address or take time out of their day to call you. Live chat also helps you personalize the support experience for customers who might have a longer research process than others or naturally ask more questions. With an omnipresent chat window, you’re allowing these customers to get answers faster without feeling frustrated or inconvenienced.
The top 3 benefits of live chat support
Customers won’t have to wait for help:
The on-demand nature of the internet has conditioned us to expect results immediately. That includes responses from a business: when a customer contacts you with a question or problem, they want a solution as quickly as possible.
Live chat support helps your visitors get the answers they need right away, decreasing the chances of them leaving your site for a competitor, writing a negative review, returning a product, or canceling a subscription.
Even if a member of your support team isn’t available immediately, live chat tools like Intercom Messenger can provide personal, in-context resolutions to any type of customer query – from simple to complex – with a Messenger-first ticketing solution. Even if your customer drops off the chat, our Messenger will follow up via email for a seamless experience that they can interact with on their terms. This behavior removes some of the uncertainty from the situation and makes them feel valued.
Your live chat software can also provide self-service options to help customers find what they need on their own. You can add a search box within Messenger or fully automate the question-and-answer experience, providing an even faster response time for customers who have easy-to-answer questions.
Customers can get support where they need it
Some products are more complex than others, and some customers might have more questions based on their level of experience. Because of this, live chat doesn’t just help you respond faster: it helps you offer support at the exact time and place it’s most useful
Live chat allows you to use the data you already have to support your customers when and where they need it most. With live chat software, you can measure website traffic data or draw from what you already know about your products to decide where your support is most useful. A few ideas. If most of your website traffic is to a specific support page, add live chat thereIf you have a physical product that’s frequently returned, you can start a visitor auto message on the return page with a link to your FAQs.
If you have a software product, and customers frequently need help during setup, trigger an auto message in your Messenger during this process
If you use Intercom Messenger in particular, you can help customers in their moment of need – in your product, website, or app while their query is top of mind. Collect real-time data about your customers to power even more personalized experiences. This support can go far beyond simply answering questions before they sign up or make a purchase – it can strengthen and lengthen your relationship with each customer.
Customers are more likely to buy:
Live chat isn’t just convenient. Our research shows that website visitors who chat with you are 82% more likely to make a purchase. They also spend, on average,60% more than those who don’t use live chat.
If a potential customer knows you’ll be there to help them answer their questions, now or in the future, they’ll feel better about buying. They’ll also feel more confident about returning for a second purchase, upgrading their plan, or referring you to a friend.
This feeling of trust only increases if you use live chat as part of a full customer support experience. If you’re checking in with customers via email, keeping your phone lines open taking calls, and being present on social media, you’re showing them that you’re committed to their success and happiness no matter how they get in touch with you.
What is Playstation live chat:
Through the PlayStation live chat feature, customers can directly ask for support or information regarding different products and services. The PlayStation live chat is available during specific times.
Target Live Chat:
Target live chat is variable on multiple sites of Target.com and the Target live Chat app allows you to chat with team members to get immediate response and support for online shopping.
Live Chat Typing Test:
Live Chat Typing Tests can improve customer satisfaction. We can surprise our customers by using the live chat typing test to give fast responses and improve our typing speed.
Live Chat Agent Jobs:
Live chat agent jobs are customer service jobs that involve communicating with customers through live chat. Live chat agent jobs are usually done remotely, requiring the employee to have a computer and a reliable internet connection. Live chat agent jobs are responsible for answering customer inquiries, resolving issues, and providing support.
Amazon live chat support jobs:
Amazon live chat support jobs encompass a wide range of skills, from technology and product development to customer support via phone, email, or chat. The customer service team interacts with customers in 16 languages from more than 130 locations around the globe, as well as virtually from home. The Amazon live chat support jobs comprise of customer service team which is the engine that drives Amazon’s mission to be Earth’s most customer-centric company.
Live Chat Support Remote Jobs:
A leading remote work category, live chat support remote jobs are some of the most common remote positions for small and large companies alike. In Live Chat Support Remote Jobs the agent is responsible for contacting and answering the inquiries of clients by using different platforms.
Facebook Ads Manager Live Chat support:
Facebook Ads Manager chat support is a feature that allows advertisers to chat with Ads specialists. Facebook Ads Manager live chat support can make or break new and seasoned marketers who want to be the heroes of their teams.
Conclusion:
To offer great live chat customer support, you’ll need to think carefully about what kind of chat support you want to offer, where you’ll offer it, and how chat fits in with the overall customer experience to support your customers from research to post-purchase.
Remember: chat can be an incredibly powerful way to improve relationships and increase purchases, but it’s not something you can just add to your site and immediately reap the benefits from. Sit down with your support team and make sure you’re all committed to fast responses and helpful follow-ups. As long as you’re all on the same page from the start, you’ll be sure to delight your customers.
FAQS:
What is the importance of a Live chat support system?
If you’ve ever walked away from a company because they were rude to you on the phone, you know first-hand how crucial customer support quality is. Messy or frustrating communication may instantly turn a customer away from your brand, be it in person or online.
This is why you should invest some time and energy into setting up a stellar customer service live chat on your website. The live chat format allows your support team to be more agile and effective, solving customer inquiries in minutes — but that only works if you follow some tried-and-true practices.
What are the benefits of having customer service live chat?
24/7 availability. Live chats can be extended with chatbots and automated responses to provide around-the-clock support with a human touch.
Clarity. The chat format allows your agents to provide more detailed, precise, and thought-through responses.
Stress reduction. Customer calls can get heated, and it’s harder for the caller to analyze what’s been said on each side when the conversation is over. In turn, chat conversations are more factual and traceable.
Real-time assistance. Live chat provides immediate support to customers. This is especially important when customers have urgent questions or issues.
Convenience. Live chat is often the preferred means of communication by customers. Not everyone likes to call and spend time waiting on hold, whereas live chats can be accessed even during a commute.
Cost-effective. Live chats allow customer service reps to handle multiple conversations simultaneously, reducing labor costs per interaction. It’s also common to outsource live chat support jobs.
Efficiency. Live chat support agents can access canned responses, knowledge bases, and other tools to quickly address common customer inquiries.
Personalization. Agents can save and use customer data to tailor responses and recommendations, making customers feel recognized and understood.
Multi-platform support. You can integrate live chat into a variety of platforms, including websites, messengers, and social media
Scalability. As your business grows, it’s relatively easy to scale your live chat support by adding more agents or adding more automation without having to rent additional office space or buy any fancy call center equipment.
What are the don’ts of a live chat support system?
- Don’t use jargon. Avoid technical jargon or industry-specific terms that customers may not understand. Communicate in plain language.
- Don’t promise what you can’t deliver. If you’re offering 24/7 live support, make sure someone is responding to customer inquiries at night time.
- Don’t mislead your customers. Let them know whether they’re talking to a chatbot or a real human agent.
- Don’t rush. Take the time to thoroughly address each customer’s concerns. If you provide superficial or incomplete information, your customers will stop using your live chat altogether.
- Don’t over-automate things. Automated and AI-generated messages can help you route your users and give them some advice, but they won’t replace agents with real-life expertise.
- Don’t use emoji inappropriately. Keep chat conversations friendly but professional — customers don’t need to be entertained when they’re trying to address a serious problem such as a blocked card or an incomplete order.
- Don’t ghost customers. Never leave a customer waiting for hours without any warning or acknowledgment. If you need more time, inform them in the chat.
- Don’t get too personal. Your live chat widget represents your whole company. Avoid expressing personal opinions, especially on controversial topics unrelated to the customer’s inquiry.
- Don’t disconnect abruptly. Only end the chat when the customer’s issue is resolved or they indicate they have no further questions. Don’t disappear without thanking them for their input.
- Don’t manipulate your users into giving you their contacts. If you promise live chat support, provide it right in your chat widget and not through email, unless your customers explicitly agree to the latter.
- Don’t forget to gather feedback. After every interaction, gently ask your customers to rate your replies to help you improve the quality of your service.