Which Live Chat System Should You Choose?
Do you want to increase conversions and have satisfied returning customers? Add a chat function to your website. With live chat, you provide customers with quick personal service in a preferred communication form. Gone are the long phone queues and several days of waiting for email responses. You increase sales opportunities and make work more enjoyable. It is just as easy for you as it is for customers to use a chat. You become available, and visitors have a positive experience of you and your brand. Moreover, it is easy to get started with live chat. You can add smart features to your cloud-based chat tool and in many cases integrate it with your CRM system.
When you are ready, BusinessWith will help you choose a suitable tool for live chat. What suits you best? Filter and search. Good luck with your choice of live chat tool for your company.
Quick Guide
Quick Guide
7 Things to Consider When Providing Customer Service via Live Chat
Chatting may be in the DNA of your support staff, but there are some important things to consider for those of you choosing live chat as a customer service tool.
- Hours. A chat needs to be open for a number of hours each day, at least on weekdays. You don’t want the customer to “turn around at the door” because the chat is closed and she is referred to email contact. Quick responses are worth a lot.
- Prepare a FAQ. When the chat is closed, or before the customer has received help from a customer service representative, you can offer ready answers to a number of common questions. The customer can search for the answer directly in the chat while waiting for personal service.
- Select Pages. Where do customers need help? You can place the chat function everywhere on the site or on selected pages. Regardless, you often see where the visitor is when she chooses to start a conversation with you.
- Consider Language. It may sound somewhat bureaucratic, but a policy for language use is a good idea. It is important that customers are met in a professional manner. Save responses to recurring questions to be able to paste them into the chat. Quick responses lead to satisfied customers, and you save time. And: Prepare friendly welcome and closing messages that frame the interaction.
- Be Personal. By asking for the customer’s name, or asking her to identify herself with bank ID, your support staff can see previous cases and quickly pick up any unresolved questions and other information.
- Follow Up. Some tools offer the ability to tag conversations and forward them to colleagues for follow-up. The customer can often receive a copy of your conversation to return to the answers and any links.
- Analyze. Don’t forget to set aside time for reflection. Many systems offer statistics on common questions, response times, and more. Schedule analysis and continuously review how you can improve your dialogue with customers.
We at BusinessWith help you choose a live chat tool. Welcome to compare. Feel free to reach out if you have questions!
Description of live chat features
Chat history
Customer information
Measure customer satisfaction
Overall Dashboard
Response templates
Track visitor activity
