In recent years the use of web chat software has increased drastically, as organisations become more aware of its benefits. We are here to provide you with an in-depth web chat guide to help you use your web chat software to its fullest!
LiveChat is a tool that facilitates communication between a company and its customers. Live chat agents who wield that tool use it to make customers happy and satisfied. Through one to one communication, which involves answering various inquiries and solving problems, agents should strive to please their customers. There is one very important thing to understand when you to the application for the very first time.
After typing in your user name and password, you become available for chat.
From now on, you should be prepared to receive chats from customers. This means that every chat guide a chat goes unanswered, customers will get bad experience. This should be avoided at all costs! You can access LiveChat via the web application. To receive chats, you need to have the Accept chats status. Whenever a customer comes to your chat and you are not available, an offline message will be displayed and the client will be able to leave you a note. This can be irritating since the client needs his or her case resolved now, not in a few hours.
You should try to stay available and use the Accept chats status as much as possible. This is where our mobile applications come into play.
They allow you to stay online longer, even after the working hours, by chatting from your mobile device. If you ever notice that you are not receiving any chats, your operator status is the first thing you should check. There are a couple of ways you may get a chat with a customer.
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The most common are greetings and chat buttons. Upon clicking them, customers will start a chat.
Another way of receiving a chat you can encounter is through a chat transfer. Agents use chat transfers to hand over their chats to other live chat agents. Although they can chat guide helpful, chat transfers, if not executed properly, can lead to a bad experience too.
Try not to overuse them and always make sure that the client with whom you are chatting is OK with a transfer. Whenever you are making a chat transfer, let the chat guide and the other agent know what you are planning to do. You need to be prepared to handle the additional traffic and identify valuable prospects, i. A list of all customers who are chatting with you. Switch between chats by clicking on names on the list.
A list of all customers that are currently waiting in the queue. If you have some free time on your hands, pick a customer from the list to start a conversation. A list of customers who are chatting with your teammates. You can supervise those chats and see how other agents communicate with visitors. ly sent messages, both from you and your customer.
Additionally, you will be able to see what the visitor is currently typing in through the message sneak-peek. Type in your message here and send it to the customer.
Your visitor will be notified that you have started replying, providing some additional reassurance that the case is being handled. Here you will find all the information provided by your customers. You can check their e-mail address, location, the they are currently on and much more.
The circles change color depending on the state of the chat. If a customer is waiting for too long, the circle will go red. Something as simple as addressing someone by their first name is a good way to start a conversation and make the communication between the operator and the customer easier. Using integrations is a good way to make your job easier. You can feed relevant information from a chat to your CRM or ticketing system with just a few clicks.
There are a few things worth remembering when handling the very first customer and chat guide in general:. In a live chat environment, which is heavily dependent on your relations with visitors, there are a of things that factor into successful customer service. Ranging from response time to transfers, live chat agents should know what kind of actions should be avoided and which are encouraged to achieve the highest customer satisfaction rates.
Live chat examples and best practices for
Response time the best, and possibly the easiest, way to increase customer satisfaction is to shorten your response time. Avoid that at all costs! Quick response time is what chat guide customer expects and appreciates. Canned responses an easy way to convey large portions of text. They allow you to recall pre-made answers by typing in hash and the shortcut for the desired response, be it short or long. If you tend to use a particular answer often, consider adding it to your canned responses list.
It may come in handy later on! There may be customers who are annoyed or even angry.
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They require, apart from the answer to their questions, assurance that their case will be taken care of. You, as an agent, are the person that will provide that kind of assurance and will do your utmost to see the case resolved. Daily summary what a better way to track your progress as an agent than daily summary of your live chat activities sent to you by mail? Daily summary offers information on the of your chats, missed opportunities and suggestions stating which areas need improving.
Try to improve the areas highlighted in the daily summary and see your live chat grow! Information about customers utilizing pieces of information about your customers can offer new ways of handling some situations. Knowing what your clients are currently viewing or where do they come from may be crucial to solving the inquiry. Funneling various information channels available in live chat and your own tools and resources, like CRMs or client databases, can make the difference between an informed and a guessing agent. Apart from chats, you will also need to handle tickets.
Tickets are usually cases that take more than one chat to finish. There chat guide three ways you can receive a ticket:. The recording of the whole ticket with timestamps. When the ticket is created from chat, it will include the chat transcript. Every time you receive or create a ticket, it will have the Open status. This means, that the case is still ongoing and needs to be resolved. When you chat guide the customer for some additional information, the status of the ticket will change to Pending.
As soon as you get an answer, it will switch back to Open.
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When a case is finished, you can close the ticket by changing its status to Solved. Instead of waiting for a customer to click one of your chat buttons or greetings, you can play a more active role in engaging customers. Sending greetings at the right moment can be a powerful tool in your customer acquisition efforts.
Using the plethora of information you are able to get on a particular visitor, you can craft an invitation that is simply too good to pass on!
For example, when you see a customer that is looking at a particular group of products and goes back and forth between two models, you could send an invitation to chat and offer help to make the choice easier. In order to prepare targeted invitations, you require means to learn valuable information about your customers. One of the better tools to acquire that kind of information is the Customers section. It complements the Chats section with valuable knowledge and creates opportunities for customer engagement.
Here are some of its main features:. This is where all the good stuff is. All the information you will ever need to lead a chat can be found here.
You can track a of information about your visitors: their name, currently viewed site, and time zone. The list goes on.
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Additionally, you can supervise chats handled by other agents and invite your customers to chatby sending them a greeting tailored to their needs. Relevant visitor information that is gathered by LiveChat. Use this information to offer more personalized and precise support. Access your chats, settings and valuable data via the bar. You can easily browse through archives and reports without dropping your ongoing chats. When there are a lot of chats, visitors may have to enter queue before chatting.
This means that they will have to wait for a certain period of time. You need to be on top of your game when handling inquiries coming from a customer that waited in queue. The longer a client has to wait, the higher will be his or her expectations. Waiting for a long time in a queue can be a bad experience in itself. Be extra careful when talking to customers from a queue.