Live chat is one of the most preferred customer support channels available nowadays. If you manage your chat support service properly, there is quite a high chance you can improve customer satisfaction.
What’s great about chat customer support is that it is faster than other channels. It can be personalized more easily for every customer. In this blog, we share some of the top tips to improve the chat customer support of your business.
Send chat invitations to customers
Like when you call a customer for assistance, chat invitations can be sent to direct customers to your chat support. This can be a very effective way to press customers.
What is even better is that the customer has the freedom to join the chat and ask for assistance whenever they need, unlike phone calls that suddenly come and interfere with what is in hand.
Of course, responding immediately when customers join the chat is a priority, so you need to always keep up with the demand in your chat support with enough agents to avoid frustrating customers with long waiting times.
Use summaries to ímpress customers
One of the best practices businesses use with customer chat support is summarizing procedures and solutions at the end of the chat support sessions that have been long.
Sometimes the exact solution or the procedure that the agent is going to follow can be really overwhelming for the customer, so a summary message can be really useful.
Use a friendly yet professional tone
Optimising the tone of your phone customer support agents has been here for decades, but for chat support, it is a relatively new issue. Chat messages need tone optimization and training, just like phone support.
The main aim here is to make the tone conversational, and keep the flow of the chat natural. You also need to make your agents understand the customers and really hear them, so that they never feel like bots.
Take advantage of analytics to improve chat support
One of the best chat support practices is taking advantage of any analytics to improve customer experience with your support. For example, you can determine the cases in which customers are impressed. Other cases when they are angry and see what is common between the instances of each case.
You can also use your website analytics to determine what pages people visit and seek support most to place notifications or pop-ups asking users to join chat support.
Train agents on pausing conversations
One of the arts of customer live chat support is pausing conversations so that the agent can do something. Then get back to the customer, whether for asking for more information or for any other reason.
In this case the customer should be informed in a friendly yet professional way. And the most professional way is to ask the customer to go for a few minutes.
Unlike phone calls, chat can be tricky and can lead the customer to refresh the page and end the chat. Just by thinking the chat has disconnected or there is a problem with the internet.
