In order to provide your customers with the level of service they deserve, it’s necessary to know what they expect from live chat. Every customer wants to have a personalized chat session with an agent who’s capable of solving their problem as thoroughly and quickly as possible. According to Zendesk, “Customers who chat are three times more likely to make a purchase than customers who don’t.” Here’s what you should know about offering a live chat option on your website.
1. Be Proactive and Anticipate Customer Needs
Proactive customer service means that the agent can anticipate a problem in advance and reach out to the customer at the exact moment – or even before – they need help. To do this, you need to understand when customers frequently need help. Often, customers could use some guidance before the purchase when they’re deciding whether or not to move forward. If you’ve noticed that a customer is clicking certain products on your website and adding them to their cart, you can have a live chat window pop up that asks if they need help.
2. Offer Omnichannel Support on Multiple Chat Apps
While live chat will most likely live on your website, there are all sorts of additional live chat apps available, like Facebook Messenger, WhatsApp and WeChat. If your customers are using any of those apps frequently, you’ll want to offer live chat support there as well as on your website. Make sure that customers can switch from one messaging app to the other without having to restart their query.
3. Be Smart About Widget Placement
The live chat widget should be easy for customers to find. If customers have to hunt around for it, they may opt to call to speak with a live agent instead. Note that placement is influenced by the purpose of the chat window. If the goal is to increase conversions, chat should be on every page of the website. If it’s to cater to customers who have an escalated problem, it can go directly on the support page. If it’s to help customers better understand technical products, it can go on the product page.
Live chat is an excellent way to connect with customers while increasing brand awareness and company reputation. Contact centers that manage a high number of calls can also offset some of that communication, which lowers cost.