Tip & How-To about Computers & Internet
Live chat is in vogue among online marketing and sales upliftment methods. Everyday thousands of online traders apply Live chat software to their websites. But the fact is, most of them do not know how to utilize this tool effectively. So, here are some Dos and Don'ts which are helpful in using the Live chat software properly:
1. Make it visible
Place the Live chat button on your website in way to grab the attention of your visitors. Do not place the chat button where user can not see it. Make it suitable for your website, Do not place an image which do not have any relevance to Live chat. Your Live chat button, should be visible and audible. Audibility of the chat can be defined as a polite message to the visitor, that support is available in case of queries or suggestions. It should seek visitor's attention on the arrival.
2. 24X7 availability
Organize your sales force in away to provide 24X7 customer support to your existing and prospective clients. According to Researchers, 60% of the online business grab their customers because of this factor. It build trust and brand loyalty if Customer can look upto you at any point of time. So, try to be always available for your customers. You can divide your team in shifts to manage the whole time availability.
3. Be Proactive
Respond your visitors and clients the way you speak, do not ever be robotic. As visitors tend to quit chat sessions, when they do not find it lively. Always remember, when your visitors click the chat button, they expect proactive responses, not robotic responses. Add your canned responses in the same way.
4. Be a listener
To understand your visitor's or customer's query, listen to them patiently. Do not put your answers in advance, let them speak. Customer's like to put their heart out when they are troubled. So, put a caring attitude and answer them be politely. Use terms and phrase which can be understood by everyone, avoid using jargons.
5. Sharing is Caring
Share Screenshots to be more descriptive to your customers. Share files and images to be more precisive. Give them evidence in lieu of your statement. This makes you trustable before your customer. If you find yourself incapable of solving the customer's issue, then politely transfer the chat to other Chat agent.
6. Training is Important
Train your sales force regarding the chat etiquettes, make them knowledgeable about product, so that they do not fumble before the customers. Customers do not expect you to be wrong about your own product. Training is really important before jumping to chat with the customer. Training makes you confident of what you say, what you do.
7. Do not Outsource
Nobody can have as much knowledge as you have, when it comes to your company and its products. No matter how much you train the outsider about your product, they are only focused over the monetary benefits they are getting. Moreover, when you put your sales force to such function, they put efforts to earn positive remarks over their hard work.
Add these dos and dont's into your chat management system, and increase the customer satisfaction. You can learn more ways of increasing effectiveness of the Live chat process during the journey of Live chat. Well! Experience makes everything perfect.
Posted by James... on
May 19, 2014 | Computers & Internet
Jul 15, 2013 | Computers & Internet
261 people viewed this tip
Usually answered in minutes!