5 Rules For The Innovative Use of Live Chat Software

Live chat software is a new trend in the online business market. This tool has not only changed the online business trends but has also given it new life to e-commerce world. Live chat has brought the online world into a new space where the client and the company are practically one entity. However, the companies who are using this software properly are the ones that are getting most advantages out of it. The chat support system is revolutionary and it needs to be used innovatively.

Here are some rules that you will have to follow in order to get great results from your live chat software.

Location Is The Key:

Live Support icon must always be integrated in the right place. Making it prominent is important but more than that it should be easily approachable. The chat icon should be placed in an area that is noticeable. The center area of the screen is also a hot spot. For example, the chat software should be placed either at the header or the footer of the page. According to a research, these places are most noticeable and obvious, which is why the client always looks there every time.

• The integration of live chat icon on a mobile interface is supposed to be exact as well. You must have a “click to call” icon on your page that will allow the clients to contact the company without any hassle.

Availability:

The client must never see the “I’m not available” text. This is the most disappointing thing that you could do. Instead of leaving such a message, you can display the hours in which your services will be available. Although, live support chat software is supposed to be a twenty four hour service, it is better that you try to be available as much as possible.

Guide The Client, But Only In The Beginning:

While guiding your clients you need to make sure that you do not overpower the whole conversation. Live chat is all about the clients and their needs. At the beginning of the chat, you need to start the conversation; however, once you are done with the pleasantries, you need to give the control to the client so that he can talk about his issues.

Canned messages are good but only if they are used in the beginning. Once your conversation is in the flow, you need to stop their usage and converse with the clients in your natural style.

Must Have Features of Live Chat Software

Live chat software is quickly becoming the life support of our business world. A company cannot even think about surviving without a good chat support system. And even though there is plenty of such support software in the market, we are seriously lacking good features in such software. There is literally just few software who gives some most essential features that are ignored.

Some of those needed and must have features include:

Installation Process:

 

Did you know that even the most expensive live chat software is not that easy to install? Usually, the companies and their entrepreneurs think that they will buy the most expensive software and it will solve all their problems. Well, guess what? It is not necessary that the most expensive software is easy to install. In fact there is plenty of software in the markets (not taking any names) which are ridiculously expensive and have all the best features but you will need a professional to install the software on your system.

Support All The Time:

The best live chat software must also have twenty four hour support system. Why? Because you have no idea what might go wrong with the software and as you are no technician, you will have no idea how to solve it. So it is always handy that you have a contact number or the email address of the company.

Customization Options:

The software must also have the option of customization. You cannot place the live chat button or window on your website just like that! You will have to make sure that your chat button or window looks good and fits well with the website. As this button is going to be placed on every page, you need to make sure that it is harmonized and synchronized with the rest of your website.

Trial Version:

If you are going to buy the software then make sure that you try it for a few days. The website of the software will have a trial version or demo version that can be downloaded from the website. However, if there is not then you must always ask the company to provide you with one before you buy it.

Conversation Optimization Through Live Chat

Yes, adding the live chat software has proven to increase web conversations but it is not just the act of adding the feature to a company’s website that is responsible for an escalation in sales. For truly benefitting from live chat software, there a few things to consider which are bound to have a direct impact on website conversion rates when the chats are started.

Hire the Best Suitable Chat Provider

One of the most important things when it comes to implementing proper use of live support software is to make sure that there is a viable and well trained chat provider available on the seat. Someone who is well versed to fit into the job description of a chat provider is bound to contribute to a soar in sales. Putting inexperienced operators on the seat is not advised as they can lead to a drop in sales due to lack in expertise.  Things to pay attention to during the initial days of using the live chat software are: identifying the questions and requests that pour in, and also tracking when the peak times occur. A detailed Live Chat Response document can be created with the help of this information, which in turn makes it easier to train new chat agents.

Keep Speed of Response to the Max

When you make quick responses to your customers, it is bound to cause an increase in customer satisfaction level. The response time level is expected to be faster as compared to response times of emails or phone calls which are much slower. Live chat is used widely to receive quick responses. If quick responses aren’t delivered, it can have a negative impact on the business. Clients usually ask questions revolving around sales and purchases. If, for example, a customer asks a question while he is at the last stage of a purchase and doesn’t receive an immediate response he will be forced to abandon his cart that results in a loss of a sale for business.

Communicate Wisely

When chat providers are chatting with customers, one should keep in mind that both the potential and existing customers are virtually existent. They hail from different parts of the worlds; hence, it is important to keep checking the type of language and tone that is being used with the clients so as not to offend anyone. Always mirror the language. If the customer is using a causal reply casually and if the tone is formal mirror the formal tone. This way results in the customer being comfortable with the chat provider and allows him to freely talk to him regarding any query he may have.

Keep the Learning Alive

Take into account all the experiences you encounter. Keep building on ways you can improve your skills. Keep learning as the material pours in. If questions are being asked repeatedly, they should be put up on the FAQ page so as to reduce the flow of questions. This in turn will leave the chat providers free to tend to other clients who may have questions that aren’t placed on the FAQ page.

Hence, in conclusion, the addition of live support software on the website has proved to be highly beneficial for online businesses. If the above guidelines are followed it is bound to ensure a success for them.

Chat Support Software in Different Flavors

Chat support software, serving as a complete customer service package, comes in different flavors. There is no denying the fact that deploying this web-based chat application, retailers have introduced new trends in online marketing and customer service of a particular e-business. Live chat is the amalgamation of different features, which have upgraded the online customer service in many ways. 

The idea of installing live chat on e-commerce websites came in the wake of tough marketing competition and high customer demands. Availability of a number of retailers and the ongoing developments in the world of information technology made the customers less forgiving than before. Being technology savvy, customers now expect services at their beck and call.

See how different features of support chat software can set your online business on new lines.

The biggest feature, for which online support has become a choice of the most the vendors, is its ability to reach far off customers. Using proactive function of live chat on e-commerce websites, a retailer can invite distant potential customers towards their business; whereas a typical brick and mortar store is usually limited to the people of a particular area.

Generally, when a visitor comes across your website, during the first minute of his visit, a small chat button pops up, showing a default invitation message in different forms like (Hello! How may I help you today? OR Do you need help? This usually catches the attention of a visitor and encourages him to further explore your site. Thus, with the help of this approach the retailers cannot only become easily accessible to their worldwide customers but can also invite them proactively. Therefore, chat support software, enables retailers to provide equal assistance to all customers by cutting short all distances.

Another important feature for which support chat software is getting popularity among online retailers is its ability to track visitors’ activities. It enables you to check, who is on your site, for how long he has been here and from where he jumped on your page. Retailers can also use, Referral URLs, key word search to know what their potential clients are looking for on their website. Knowing this, the chat agents handling online support, can provide on-the-support and relevant assistance to their customers.

Given above is just a glimpse of features of chat support software. Online chat has much more to offer to online business owners.

Have the Best Sales Meeting with Live Chat Software

E-retailers can use live support chat software on their website to establish real-time communication with prospective customers. Chat operators adept at selling. They use strategic questions to learn as much as they can about customers’ pain points. They propose solutions that matches your product offerings.

Are you satisfied with the performance of your sales team? Many business owners aren’t. They often find it surprising when teammates come back from a presentation with a frown on their face. Although, the seller went through all of the slides, he didn’t generate leads or win sales. It’s not a surprise that results were less than stellar. All too often, the sales force approach their customers as if they were attending a cocktail party. At such events, the storyteller is often interrupted by someone who is anxious to tell their own story. When it comes to making sales, this approach is sure to back-fire. Mark Suster, prominent blogger, advises not to cut off customers when they speak to you. By actively listening to them, you will discover all of their pain points and can propose meaningful solutions.

Identify Problems by Listening

WG Live Chat Software, creator of live chat software, wholeheartedly agrees with Suster. It’s better to resist the temptation to ramble on about how great your products are. Customers actually prefer to speak rather than listen to what salespersons have to say. When you actively listen, you can tease out as many pain points that match your solution set as closely as possible. By asking great questions, you can expose more pain points that would have otherwise been saved for another conversation (perhaps with your competitor?!) Once you gain valuable insights, you can propose products that will resolve their pain points.

Customer Engagement is better than Slides

Live chat software aims to help e-businesses increase their revenue streams by letting customers do the talking.  WG Live Chat Software employs customer service representatives (CSRs) that are skilled at salesmanship. Before they live chat with website visitors, they undergo rigorous training to learn everything about your customer personas and product offerings. As soon as someone enters your website, they immediately send a welcome text-based message. By greeting browsers, they put a seed in their minds that Live Chat is available whenever they would like to avail it.

Art of Teasing Out Pain Points

Website visitors can then click-to-chat when they would like a meaningful discussion with an agent. Open-ended questions are asked to learn as much as possible about the problem that needs to be solved. At times, customers know exactly what the problem is and at other times, they need to be motivated to bring their pain points to the surface. Live support chat software enables real-time discussions so that the resolution can be proposed on the same day.

Content Is King But Live Support Chat Software Engages Users

Do you believe in miracles? At times, forces greater than us impact our life. When it comes to managing web-based businesses, business owners should proactively connect with their customers. Industry experts advise that the best way to get their business noticed in the virtual marketplace is through pay-per-click (PPC) advertising. The procedure of advertising in this manner is simple. Business owners can create a Google Ad words account and post their advertisements. They will pay only when an interested user clicks on the ad and goes to the website. Although, paid media is effective, earned media produces better results. When you pair earned media with live support chat software, you become an unbeatable force to be reckoned with!

Web-based companies can create original content and share it with prospective customers on their website, company blog and on their social media profile. You can produce content that will compel your target market to consider doing business with you. Develop content that will educate customers about your product offering. You can create how-to guides, white papers, and research reports. It is pertinent to share your content online as much as you can. Website visitors do not become impressed with looking at product pictures and reading the descriptive text. They scan the internet to gather as much information as possible. You have to do the best job possible to develop valuable content. 

Web-based companies can also share informational content created by 3rd parties. Customers won’t mind as long as it helps them understand your product offerings and eliminate common search queries. Good content establishes e-businesses as the go-to source of information and asserts their expertise in the brand.  It especially helps gain your website visibility. As web traffic increases, you will discover there are plenty of website visitors that want to evaluate your product offering more deeply. You can help them make a positive evaluation of your business by adding best live chat software. The online CRM application appears on your website. It makes it easier for prospective customers to resolve additional queries.

Introduction to Live Support for your Website

1. Live support chat software believes there is an art and science involved in converting customers on your website. When anyone enters your online store, customer service representatives (CSRs) give them a warm-hearted welcome. They send an automatic welcome message in order to establish rapport and demonstrate that your website uses live chat technology.
2. Prospective customers can click-to-chat when they wish to resolve their quandaries concerning your company policies and product offerings. In most situations, CSRs will send them a proactive chat invitation. This invitation did not appear miraculously. When you add best live chat software, you will have access to a built-in web analytic feature. CSRs analyze webpage duration, keyword searches and referral URL source.
3. Once their analysis reveals that browsers are experiencing difficulties on your website, CSRs send a chat invitation. Upon its acceptance, they courteously ask strategic questions to learn as much as possible about the situation. The one-on-one discussion enables browsers to open up about their apprehension. CSRs then propose workable solutions.

Support Chat Software Delivers Customer Support Proactively!

Live Chat Support Software aids you serve Better!

Are you planning to make your first online purchase? Chances are that you might be searching for the right company to do business with. You can enter killer keywords in a search engine but the best way to learn about what’s out there is by searching on a social media platform. Once you follow a brand, you are able to get information about the products, prices, and policies easily. Social brand pages help customers learn a great deal without stepping into a physical store! While, brand pages are a good source of information, they do less than a satisfying job at delivering customer support functions. Leave it to live chat support software to assist customers!  

Studies show companies that do not have a presence on social media networks have less substantial results. According to “Social Media: Raises the Stakes of Service”, customers judge a company over the quality of customer service they deliver. If they are satisfied, the general population tells 15 people of their good experience and they spend 13% more. If customers are unhappy with their experience, they tell 24 people. Once a company established presence on social media, everything changes! Companies which effectively handle social media users get much more in return. Satisfied users not only tell 42 people of their good experience, they also spend 21% more for excellent service. Vice verse, unsatisfied customers tell 53 people of their bad experience!

Studies show 1 in 5 Americans have used social media networks such as Facebook or Twitter to get a customer service response at least once in a year. While, it is a good move to establish presence on a social media page, what happens once customers enter your online store? Customers will also have customer service expectations for your website. Although, a good brand page will engage customers, live support software will resolve any remaining quandaries! Live chat support software is an online CRM application which is integrated on e-commerce websites. It connects customers to a company chat representative through the use of live chat technology.

What makes live chat a superior method of communication is that customers are answered back in real-time! It eliminates the waiting-period. Customers do not have to log onto any social media page to realize they have not been answered yet. Nor do they have to send a private message or write on the brand’s webpage to notify their question is still unanswered! When live support software is installed, a chat API window appears on the screen. As browsers go through the website, company chat representatives monitor their online behavior and contact them when they feel their help is required. As the speed of purchase is directly proportional to the time taken to resolve problems, e-retailers will especially find this pro-active approach useful.

Use Support Chat Software to Boost Consumer Confidence

It’s time for a pop quiz! What gets bigger year after year?

 

Still, not too sure? You might be inclined to say that your waist line grows larger every year and that may just be true. What I am referring to has little to do with how much you weigh, and has everything to do with e-commerce sales. Last year, U.S. retailers generated $231 billion in e-commerce sales. It’s expected to increase 13% to $262 billion. But why the whopping jump? Forrester (forecasts technology and market research firm) believes existing online consumers are responsible for the growth of e-commerce.  They believe early shoppers that purchased “low-consideration” goods such as MP3S and movies are now purchasing “high-touch, high-consideration” items like appliances and furniture. For an e-retailer, this news signifies a good year ahead. They should use support chat software to enhance customer experience on their website. 

I’m not saying there aren’t first-time buyers in the online marketplace. Forrester reports 4 million people will exercise their pocket vote for the first time in 2013. While, it’s always great to sell to new customers, your focus as an e- retailer should be to cross-sell and up-sell to customers who are already familiar with the world of e-shopping. This is because such customers do not need to be trained how to shop online. They already have considerable experience and are now looking for an e-retailer that sells products of the highest quality and on agreeable terms. What they are looking for is someone to build their confidence in buying a product they have never purchased before. After all, a “high-touch, high-consideration” product is more expensive and if it is not purchased from the right source, severe consequences can follow. E-businesses can rely on live support software to increase their confidence!

Live support software is an online CRM application which e-retailers integrate on their website. This web-based tool appears as a chat API and remains active around the clock. As customers move around the site, customer service representatives (CSRs) monitor their online activity. After assessing keyword searches and the webpage duration, CSRs send a proactive chat invitation to initiate a meaningful discussion. Once support chat software commences, CSRs get to the bottom of everything! They can navigate browsers around the website to help them discover the exact information they were searching for. CSRs can also explain thoroughly all aspects of the product features and delivery options.

Measure Your Customer Service Excellence with Best Live Chat Software

Measuring customer service quality allows online retailers to know where they stand in competitive online market. Why is that so important for vendors to know their status in online market? Given below are some reasons for determining your position in online market.

• You can judge progress you made in different marketing situations
• Draw comparison of your products and services with your competitors
• Uncover flaws in your business, no matter technical or other
• Endure the heat of tough marketing competition
• Make timely improvements
• Develop strong customer relationship which will increase possibility of repeat purchases
• Enhance customer service experience which in-turn will keep you on the winning streak even in tough marketing situation

What could be the most convenient way to measure the level of your live customer service? Knowing about your customers service experience is no more a hassle now, as best Live Chat Software on your business website not only serves as a customer service tool rather it also helps monitoring and measuring your service quality through post chat surveys.

A post chat survey usually appears in the form of a dialogue box to customers and web visitors right after the moment they finish their chat sessions with the live chat representatives. The purpose of this post chat survey is to take customers’ feedback regarding their recently finished online chat session. Moreover, it also allows customers to give comments about the operators from whom they received help during the chat.

Post chat survey provided by live chat support software is also useful in way that it allows online retailers to take direct opinion of the stakeholders, which keeps a significance importance for online business. For each survey, a live chat operator can generate number of questions according to his choice.

On the short note, best live chat software is helpful customer service tool on your business website as it not only soothes communication between a customer and a prospect, rather it also allows to conduct surveys to learn about your visitors visiting your website. Post chat survey provided by this tool helps getting customers’ feedback, which in-turn helps online retailers to judge their progress in online market.