With the flow of time, organizations are experiencing the transition phase, from manual to computerized, while there are several companies that have quickly adopted the technological advancements. It is one of the excellent ways by which firms can take care of the changing customer’s requirements, market flux and technological trends. The companies that provide online service are able to look after their international customers properly. But it requires many strategies that should be followed by all the organizations. Websites serve as the most effective and easy way to get hold of the company’s latest services and online orders no matter what part of the world one belongs to.
Website support chat comes with n numbers of benefits, both for the customers as well as for the organizations. This reduces the chance of the agent to leave a website in the disappointment of not being able to get to the required product or service or not gathering enough information he was looking for. They assist the customers during the visit and give all the information regarding various goods and services. Time has changed and so have the people’s demand. The companies that add live chat to their website are in a better position to interact with their customers. This service provides firsthand knowledge of the companies’ products and services.
Did you know that 58% of customers find live chat to be the most satisfying way of communicating with a company, whereas 75% of customers are more likely to return to the site that offers website support chat.
Live chat is one of the trending and quick ways to get in touch with the companies representatives. Since the past few years, it has become the leading process for online support, which yields the maximum satisfaction rates among the clients. It is one of the best ways to boost the sale of an organization in less time. Moreover, the cost per interaction over the live chat is low as compared to the alternative techniques like Telephone or email. Due to the quick answers, the live chat agents spend less time per interaction.
How much time should the agent give to each chat?
The company should offer certain guidelines to their customers about how quickly they should strive to conduct a live chat with the agents. Moreover, it is vital to ensure that all the issues of the customers are taken care of in a live chat setting. If the customer leaves the chat unhappily, they are more likely to speak bad about the business to their friends and on the social media. As a result, it creates more workload on live chat agents and they spend more time solving the client’s issues. It is necessary that your organization prioritizes the first-contact resolution over the need for speed.
How to manage time with live chat?
An excellent live chats service blends the competence of the company’s staff with suitable technological tools and provides the outcomes that make customers happy. It is a fact that no company wants to spend more time and efforts in resolving problems of the customer. Moreover, they want to create a loyal customers base. It is important to check your live chat handling time while using this high-tech resource of communication with people.
How much workload does the chat representative has?
If your representative is looking after a high number of chats per month then there is no problem, until and unless it affects the quality of chat. It has been seen by the researchers that client satisfaction rate is high when the agent deals with around 500 chats per month. So, if the person handles more than 1200 chat session per month, the satisfaction rate of the client will be around 70%
That is why all the organizations should offer effective and consistent training to accommodate the ever rising demand of the live chat.
Determine the time to resolve customer’s issues online!
• It is suggested that the chat agent should examine the tickets that they have received from the visitors. The possible number of tickets tells you a number of clients who wish to connect to you but you were not available to chat, and then you can concentrate on correct hours at which they wished to reach you.
• It is vital for the chat agent to know the exact hours when the customers fill out the offline forms? Is it a late evening when they are searching for some entertaining stuff to do in a city, or an afternoon when they are at their workplace and thinking about planning for an evening?
If they are able to find the accurate time, then it becomes easy to contact the customer.
• Agents should also think about the people who do not write just because they are not available on the chat. There are many customers that wish to communicate with the agent but do not wish to fill the offline form.
• Companies can even extend the chat time, so as to see whether the number of chats is increasing or not. It is especially advantageous for the new entrepreneurs that do not want to miss any opportunity that comes in their way to success.
There are many organizations that allow the agents to use the software of live chat on their mobiles. It mainly permits the agents to take their office with them. In this way, a live chat agent will be able to give a response to the customers using their phone, while doing shopping or cooking.
By making necessary adjustments and planning over time, the company will be capable of making sure that they have a correct number of live chat agents in their team.
For instance, LiveChatInc is one of the excellent chat support tools which offers the feature of proactive chat to its customers along with CRM automation and customized bot workflow. It comes with a free trial option for all the customers, so that they can be sure before making the payment.