TIPS FOR AN EFFECTIVE ONLINE CHAT: I

These days customers are increasingly using live chat as a communication channel to interact with websites to get instant help in case of any queries. Here are some tips to leverage online chat in order to reassure lead nurturing:

1. Offer a copy of the transcript to the customers:

Customers contact the live chat agents so that their queries are resolved instantly. The whole chat process provides them with valuable information. But, most people don’t record every conversation so this information can get lost or can be rendered futile. So, provide your customers with transcripts at the end of live chat sessions.

2. Include chat button in email campaigns:

This feature allows your customers to provide direct feedback on questions they may have regarding the email they’ve received from you. Emails could be anything from periodic newsletters or follow-ups to individual questions or grievances and embedded chat button along with it provides an ease of instant query resolution.

3. Provide chat agents with previous chat transcripts:

Providing your chat agents with a chat history for returning visitors allows the agents to come up to speed on issues that the customer discussed previously, and to proactively follow up with any questions. This will hasten up the live chat process and customers will appreciate the fact that they don’t have to repeat their previous problems to newly assigned chat agents.

4. Initiate an automatic response:

The only way to guarantee a quick response is to accept all incoming chats immediately. Once a customer initiates a chat session, the system should accept the chat automatically and convince the customer that a chat agent will respond shortly. Pre-canned messages can be used to welcome the customer and let him know that action is taking place immediately.

5. Inculcate pre-chat survey forms:

Pre- chat survey forms allow customers to set the direction of the conversation. They include questions that allow your chat agents the necessary background so they can provide a quick and courteous answer. The pre-chat survey forms also allow you to quickly route the chat session to the agents who are most qualified to handle the respective conversations.

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