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.

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.