A closer look at the story of successful companies will reveal that corporate matches have been won and not lost purely on the basis of critical factors such as the amount of investment that transforms a business idea into concrete reality, the usual first strike advantage or even the privilege of setting up a shop in underpaid markets . Innovation and business strategy has also played an important role. Google is an excellent example of this hypothesis. When managing your online business you should consider the opportunities for growth driven by a clearly defined business strategy. High-quality customer support, where live chat is an integral part, can give your business a platform, not just to formulate effective business strategy but also to implement it. So how can live support on your site help you make a brand through effective strategy implementation and race ahead of your competitors? We present some opportunities that you can explore:
Allow Live Chat Top Status. Just signing up for a feature rich live help subscription and implementing it on your site is no longer enough. Give instant chat and high priority among all service channels your contact center can use, such as email, phone and self-service. Priority status means that you train your chat tasks in the various features and attributes of the live support application you have chosen, giving them knowledge about product and domain to handle customer issues and, most importantly, streamline your chat service to ensure your customers and website visitors experience zero waiting times.
Implement a two-way mobile chat solution. Consumers now spend more time interacting with online retailers on smartphones and tablets than they do on desktops and laptops. According to ComScore, 55% of the time spent by online retailers and e-commerce in June 2013 occurred on a mobile device, which means that more customers have access to online retailing on their smartphones and handheld devices than they are on their computers. Therefore, your website need not only be responsive, which means it should be fully available on a smartphone, but the chat should work without a hitch. At the other end of the customer service spectrum from where your service technicians provide services, your reps should be able to respond to chat requests from their smartphones so the service will never be interrupted, even if they leave for a few minutes for a quick coffee break. If your live support software has a mobile interface, enable it, test it and ask all your chat missions to use it while they are in check.
Review your Analytics. The analysis features of chat programs have come a long way in the past past. Ask your supplier of information to send an information document about the various analysis features that are built into your application. Its a good idea to use these features because you are already paying for them. Analytics data, in combination with your CRM, can even create deep customer profiles that help you better understand customer behavior and utilize this data to plan ahead.
Review chat script. Chat prompts, generated by the chat application youve implemented, can reveal a significant amount of critical information, not just about your customers but also about your service engineers. Integrate randomly selected transcript into your workout schedule as you train your reps. Assess the quality of the answers and the customers shopping habits. You can even create a chat transcript library for your reps as a valuable training resource.
Several studies have shown that the cost of delivering customer service through instant messaging is significantly less than phone or email. A strategy that places live chat in front of other service channels will not only increase the quality of customer support you do for your customers, it will make it possible for you to do it so cheaply.