Chat

How to Improve Your Contact Center’s Live Chat Service

There are several different customer service channels available to customers, but the winner always seems to be the one that responds the fastest. Since web chat is both time-sensitive and personal, it’s often a customer’s preferred mode of contact. Here’s how to optimize customer satisfaction using live chat.

Make sure the chat is visible.

There’s a lot of information for visitors to look over when they’re on your website, but the live chat option should be obvious and easy to find. A pop-up window on the bottom of the page lets customers chat while still navigating around the website. Since the window is going to be small, make sure the font is large enough to read.

Only send an invitation if an agent is available.

Offering a live chat option at the right moment is key to engaging the customer at the best time. However, you should never invite the customer to a chat session if there isn’t actually a live agent available. Customers shouldn’t have to wait for help, especially if you reach out to them first.

Go off script.

Even though you want to maintain a certain level of professionalism, live chat conversations can lean toward the friendly and personal. The agent should introduce themselves and refer to the customer by name. Also, it’s okay to go off script if the customer asks detailed questions or if they’re upset and need the agent to show empathy.

Keep chat etiquette in mind.

Even though live chat is on the informal side, agents should still write in complete sentences; pay attention to spelling and grammar; and avoid slang. Paragraphs should be short and digestible, and technical speak should be avoided so that the customer can keep up with the conversation.

Make it quick.

Customers want their issue handled quickly on chat. Agents should make sure to respond swiftly whenever the customer sends a message. Conversation should be limited so that it doesn’t get in the way of solving the problem. Also, if the situation will take too long to troubleshoot on live chat, the customer should be given an alternate solution, like self-service or the number to the right department.

Live chat is helpful for customers who need to multi-task or want to get fast service. In order to deliver the service customers deserve, it’s necessary to know what they expect.

 

The Importance of Chatbots for Customer Service

Consumers are getting increasingly comfortable interacting online with artificial intelligence.  As a result, more and more brands are using chatbots and, furthermore, chatbot technology is evolving. According to Adweek, it’s possible that a majority of customer service queries will be answered by chatbots instead of humans by the end of the year.

Big companies see the value in chatbots: Facebook now allows for Messenger to work with third-party chatbots and Microsoft’s Bot Framework is a tool for building chatbots. Retailers, customer service departments and contact centers all recognize the importance of chatbots and must keep up with emerging technology to ensure their AI is as up-to-date as possible.

Chatbots seem to be most effective when combined with social messaging, where many of today’s consumers are spending their time, even more so than on social media itself. Additionally, young consumers prefer text and messaging for communication, which makes chatbots even more appealing. The key is to present them with interactive chat where they already are – on the social media or social messaging applications they’re already using. Customers are hesitant to download and learn new applications when they already have their preferred messaging apps.

What exactly do customers want from chatbots, other than accessibility? Chatbots Magazine published the results of a Bentley University study on the topic and found the following:

· Face or icon for the chatbot.
· Single search bar where all questions can be asked.
· Single chatbot instead of one for each department.
· Comprehension even if a question is asked in a “lazy” way.
· Simplistic speech that is still highly useful.
· Anticipation of what the customer’s next question will be.
· Patience no matter how complex the query is.

It’s expected that a growing number of brands will build their own chatbots to ease the burden of customer service on their live agents. Social messaging is expected to continue growing, too, which will make those new chatbots even more prevalent in daily customer-company communication.

4 Trends that Improve the Customer Experience

When customer service teams want to differentiate themselves from the rest, they focus on improving and optimizing the customer experience. Companies are more than willing to go above and beyond for the sake of meeting and exceeding customer expectations. Here are four trends that will help distinguish your contact center.

Relying on Artificial Intelligence

Artificial intelligence (AI) is everywhere, from video games to the automobile industry. Customer service has been impacted by the increase in AI, too. This technology can be used to chat with customers about easy-to-solve issues, which frees up live agents for more difficult and complex matters. Automation with AI can reduce customer wait time, interact with customers and collect important data for the contact center to later analyze.

Implementing an Omnichannel Strategy

One major gripe that customers have is repeating themselves to various customer support agents in order to get an answer or have a problem solved. Channel integration isn’t the same as omnichannel service. Today’s companies can’t just respond to a customer, they have to know as much as possible about the customer and their problem beforehand in order to provide customized, relevant support. Customer service requires empathy and a human touch in order to connect meaningfully to the customer.

Analyzing Big Data

While much of the customer experience is about interaction and communication, big data still has a pertinent place in understanding customer behavior. Big data can actually help the contact center connect on a more personal level with customers. There’s so much information that can be tracked now, from customer behavior at every point of the journey to customer preferences regarding any number of attributes. Data helps customer support do things like figure out what a customer is going to want before they even ask for it and determine the best way to reach a customer on the channel of their choice.

Providing Real-Time Communication

Using things like AI, which can automate several processes, and ominchannel strategies, which can cut down on the length of time it takes to solve a problem, gives customer support agents the extra time to handle some queries personally. Real-time communication, specifically via mobile and social media, is in demand, especially by younger generations who are used to communicating in these ways. Being able to provide immediate support improves the customer experience and builds trust in customers.

How to Improve Your Website’s Live Chat

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.

A Vision of Seamless, Fully-Integrated, End-to-End Customer Engagement

V-Person Live Chat

By Chris Ezekiel, Founder & CEO

Today is a truly momentous day, and a very proud one, for all of us at Creative Virtual. Our vision has always been to offer organisations the technology to enable seamless, fully-integrated, end-to-end customer engagement, and to back that technology with the experience of an expert, knowledgeable team. Once we established ourselves as independently recognised leaders in the virtual customer assistant (VCA) space, we underpinned all our channel support with our critically-acclaimed V-Portal™ (knowledge management, workflow management and business intelligence) platform. Today we realised our vision with the official launch of our newest product: V-Person Live Chat™.

Defining industry best practice

V-Person Live Chat completes our customer engagement jigsaw because it successfully blends virtual and real customer support in a way that no other vendor in the marketplace can provide today. Our many years of experience with integrating our V-Person virtual agent technology with other live chat systems made us realise that there was a huge opportunity for organisations to benefit from a deeper blending of the two technologies. This inspired us to develop our own live chat product which is now defining industry best practice through the tight integration of a single knowledgebase for both virtual and real agents, a unique feedback loop and a customisable workflow provided by V-Portal.

At Creative Virtual we closely monitor developing trends and the evolution of engagement touchpoints in order to provide enterprises with cutting-edge Smart Help solutions. It is clear to us that the contact centre in its current form is finished. As there is a transition to more automation, combining virtual and real customer support with a central knowledge management and workflow platform will be key for organisations. We’ve addressed this contact centre shift with the deep integration of virtual agents and live chat, particularly with our unique feedback loop that allows live chat agents to help keep content accurate for both virtual and real agents just by doing their normal jobs.

creative.virtual.self learning lightbulbA complete approach to learning

Our V-Person technology utilises a hybrid approach of human curation of content and self-learning to give organisations a predictable and reliable customer self-service option. We have developed this approach based on our extensive experience and our partnerships with some of the world’s largest organisations. We understand how enterprises want to use virtual agents and chatbots to deliver effective self-service today and how the customer support landscape is evolving for them in the future.

Human curation of content allows organisations to be absolutely sure that their VCA is responding to users in a predictable way. At any point in time, designated content editors have full access to the knowledgebase to make updates that can be deployed instantly to the virtual agent. Organisations never need to wait for the system to ‘re-learn’ the new information. This human element is combined with the virtual agent’s ability to become more intelligent and adapt through self-learning.

V-Person’s statistical algorithm processes user journeys to return a list of related questions that is a true reflection of how users asking for similar information engaged with the virtual agent. Organisations also benefit from our statistical approach to self-learning with tightly integrated business intelligence reporting. V-Portal brings together voice of the customer feedback and user surveys with conversational data in real-time, actionable analytics that are directly linked to the virtual assistant’s knowledgebase.

Now with V-Person Live Chat, we are able to complete our approach to learning with our unique feedback loops. V-Portal enables enterprises to implement feedback loops that allow live agents to provide real-time comments and suggestions on content so that they can improve the virtual agent just by doing their normal job.

This hybrid approach to learning enables V-Person implementations to adapt in a very predictable way. The combination of human and self-learning is important for continually improving the system while also enabling enterprises to maintain control over the reliability of the VCA responses.

Where we go from here

Seeing our vision of seamless, fully-integrated, end-to-end customer engagement come to fruition is an important milestone, but certainly not the end of the roadmap for us. We are looking forward to rolling out our new live chat product to our customer organisations and experiencing with them new levels of customer engagement success. By continuing our collaboration with them, we will look to make new updates to our workflow and do more development around the self-learning aspects of our technology. Our roadmap is all about combining best practices around knowledge curation and self-learning, and integrating V-Person with best-of-breed technologies to provide a world leading enterprise level end-to-end digital customer engagement platform.

Whether you are currently using live chat and/or a virtual agent to support customers or just starting to think about implementing these tools, the best way to see how V-Person Live Chat can benefit your organisation is by requesting a personalised demo.

You can also read more about how we are combining virtual and real support with a live chat solution that is defining industry best practice in our V-Person Live Chat Overview.