16 Do's and Don'ts of live chat support services

(Tips)

About Live Chat Support

Live chat services is one of the greatest customer support solution for various business, but there are certain tips to keep in mind for enhancing the growth of customer experience . Let us see some of the do's and don'ts of live chat support

Don'ts of live chat support

• Avoid making too many transfers• Avoid the longer waiting time • Avoid using negative words

Avoid making too many transfers among the chat agents

Customers are annoyed when they are transferred to multiple agents for the chat support

Avoid the longer waiting time for your customer

According to the survey 70% of customers extremely dislike the long waiting time for the support.

Avoid using negative words

Negative words like words “can’t,” “won’t,” or “don’t” can reduce the customer satisfaction level

DO’S OF LIVE CHAT SUPPORT

Provide a transcript to the customers

At the end of the each chat provide a email copy of the transcript to your customer

Use canned/standard messages

Using a set of standard pre-canned messages can reduce your customers wait time.

Use targeted pages chat offer

Find the list of pages where the users visit frequently and pop up the chat offer to increase the conversion rate.

Use pre chat information survey

Using preliminary information survey before the chat, provides proper direction to the proper departments for faster response.

Use type indicators

Using type indicators can help in providing faster response once the customer hits the send button.

Use sound indicators

Use sound alert to indicate the waiting customers to the busy chat agents.

Use quick chat transfer

All chat agents will not have all required expertise. If their chat is out of their expertise, transfer the chat quickly to the another agent with the desired expertise.

Automatically accept the chat requests

Don't make the customer wait, instead accept the chat automatically with the standard canned messaged.

Provide chat button with the email

Use chat button with the email for follow ups, questions, suggestions etc for faster resolution of queries

Provide customized chat offers

Instead of providing automated chat pop up, use customized chat invitation to targeted audience

Use up-sell and cross-sell techniques

Identify the customers and use proper up-sell and cross-sell techniques to improve the sales conversion ratio

Make your chat button more clear

Placing the chat button in the steady location will make more impact instead of placing in footer or bottom.

Provide 24/7 support

Don’t limit your support for limited hours, providing 24/7 support will increase the customers loyalty.

Useful Links

• Importance of live chat support for ecommerce business• Improve your support centre’s chat and email handling efficiency• Benefits of live chat outsourcing services• 5 tips to build rapport while providing live chat support services

About PGBS chat support services

With our 24x7 chat support and email support services we ensure full

customer satisfaction through quick and accurate response. Outsource to

us and get high ROI.

Our live chat solutions include

• Order tracking

• Up-Sell and Cross-Sell Programs

• Customer retention

• Technical assistance

• Account Information Updates

For more information visit:

http://www.proglobalbusinesssolutions.com/email-chat-support/

Contact us and avail effective customer support solutions at cost effective pricing.

Visit: Proglobalbusinesssolutions.com