With usage in almost every company, live chat has become an essential customer support and marketing tool. Companies of any size ranging from a startup to large scale organization, invest in live chat widget to grow their business in the online world. The software also helps businesses offer world-class support and services as per customer expectations. Though live chat is an effective tool to engage with customers, understand their issues and provide a quick solution, it is also vulnerable to mistakes. Prior knowledge fo such mistakes can help you avoid these and prevent your business from getting negative feedback from the customers due to inept services.
Some of the common mistakes most of the live chat widget users make include:
Anyone with good communication skills can assist customers
This is a misconception, many people believe in. Having good communication skills does not mean that you are expert at handling customer queries. Talking on live chat widget is not similar to chatting with the friends on social media. Besides human interactions, customers also look for expert assistance while making a purchase decision on ecommerce websites.
Customers will themselves start a chat when they have problem
If you keep waiting for the customers to start the chat, you are losing a huge share of the profits. There are only 0.5% to 20% customers who will start the chat session to find answers. Most of the customers stop and engage in chats started by the agents. So, instead of being reactive, try to be proactive and ask customers for any help you can offer them.
Visitors can wait for hours for one query
The internet market is full of options and customers know very well about it. Many companies take their customers for granted and make them wait for hours. The best way to win customer's trust and loyalty is, to be honest. If you don't have a solution for some particular query at that moment, you should communicate the expected time with the customers.
Shortcuts are always good to improve efficiency
Shortcuts might be good sometimes, but not always. You should be very careful while using shortcuts and plan them wisely. If you add live chat to the website and plan some canned messages, make sure these don't hamper the flow of conversation. The automated response should not sound like a robotic response.
Copy paste can save a lot of time
No doubt, it can, but not always. If you don't pay due attention to the message, it can be a big blunder also. This is your responsibility to cross check the message even if you are just doing copy paste. Also, be careful, while talking with the internal team and the customer at the same time. A minor mistake in message selection can spoil brand's image.
Some other mistakes many live chat software users make are:
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Always showing available
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Getting engaged in multiple tasks
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Now following live chat etiquette
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Getting too personal with the customers
Live chat is a powerful tool, but only when you use it effectively, carefully and wisely. This technological boon can convert into a bane by driving the customers away. Whether you want to add new live chat widget to the website or want to make improvements in the existing one, the center of attention should be the customer.
Source : articlesbase.com
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