With the advancements in technology, online customers are becoming more and more demanding with every passing day. This is the reason why eCommerce entrepreneurs are faced with the challenge of making their websites more appealing for modern day customers. While several factors are important, customer service remains the primary element impacting the reputation of the business. Customer service channels have greatly evolved over the years and today service is delivered through many different channels with each of them being equally important.
Live chat support is a leading customer support tool for online customers. A primary reason for the popularity of live chat is its compatibility with desktops as well as handheld devices such as smartphones and tablets. As more and more customers conduct transactions online, the importance and need for live chat becomes essential. According to KissMetrics live chat is the untapped potential for your business. Here are some tips that will help entrepreneurs optimize live chat customer service for their online customers.
Improving Average Response Time (ART)
According to many different surveys, the primary reason behind customers preferring live chat support is its real-time availability. This is why an immediate response is expected from live chat operators when customers send a query. According to an article published in Forbes, every organization needs a standard response time policy. Several customer service experts agree that the best average response time is 30 seconds. LiveAdmins, a leading live chat company helps businesses by proactively greeting and responding to all customer queries in real time 24 hours a day.
Focusing on First Contact Resolution (FCR)
This is the second most important thing you need to incorporate in your online support policy. When customers contact your representatives, they expect first contact resolution and if their issue is not resolved on first contact, they are left dissatisfied. The higher your FCR is, the greater will be your customer retention rate. Live chat support offers instant redirection of a live chat session giving customer support representatives, the freedom to immediately redirect chat sessions to relevant persons in order to get the customers’ problems resolved.
Providing a Personalized Chat Experience
Customers today can easily figure out the difference between personalized and canned responses. This is why online entrepreneurs need to train their live chat operators to not make use of canned messages except in situations when the answer is purely technical or numerical. Choice of words is important for enhancing the online experience of customers. It is essential for live chat trainers to educate chat agents about how they can personalize chat conversations which leads to more satisfied customers. In a recent article about personalized chat interactions, TeleTech has listed six steps to achieving personalized chat interactions to help online entrepreneurs getting the best out of their online support service.