Dos and Don’ts of Live Chat

27 Oct

For some companies, Live Chat is an instrumental channel in client communication. We have devoted a couple of weeks to the topic of Live Chat and explored Is Live Chat a good option? and 7 Tips for Implementing Live Chat. As one final piece, here are a few dos and don’ts to keep in mind when implementing Live Chat.Dos and Don'ts

  • Do indicate the times when you are available. Are your live chat reps only available during certain business hours? Be sure to state that on the chat box.
  • Don’t approach customers with a live chat box the instant they click on your site. Give your shoppers time to click on a few things before asking them if they need assistance. The practice of instantly chatting a site visitor is as annoying as a sales person pestering you in a brick-and-mortar store when you step through the door.
  • Do personalize your encounters. Consider personalizing by sending chat messages based on shoppers’ behavior on your site. For instance, if you see that a shopper is spending time in the women’s shoes area, send a chat message offering help with finding the right pair of shoes.
  • Don’t creep out your customers. You’ll be able to see a lot of information about your site visitors such as where they’re located. However, you should not use all the information when chatting with visitors because it might cause them to feel uncomfortable.
  • Do run some tests. As effective as live chat is, don’t implement it without testing. Before entering a long-term agreement with a chat provider, test a live chat app for a couple of months and observe its effect on your conversion rate. If you decide to keep it on your site, then you may also want to test the details associated with it, such as your welcome messages, the amount of time before the chat box appears, or the appearance and behavior of the chat window. This helps you optimize your live chat application for maximum conversions, engagement, and personalization.
  • Do make sure customers aren’t left waiting. This is very annoying for a website visitor, much like waiting around to be served in a store.
  • Do make sure people who handle the live chats are able to solve customer’s problems most of the time. It’s not like a support ticket, people are there waiting live and it’s frustrating to be told every time that you need to log a ticket.
  • Do maintain the mindset that Live Chat is an opportunity. Every time a customer starts a chat with you, it’s a great opportunity to learn more about their needs and how they use the product. Make sure your operators can manage this well.
  • Do consider using scripted responses if the same questions are asked often, but be sure to personalize the response when appropriate.

Only you know whether implementing Live Chat makes sense for your business. If you’re not sure, try a six-month trial to see if key metrics such as customer satisfaction or conversion rates improve. However, be sure to follow important tips such as letting your customers know you offer Live Chat and adequately staffing your Live Chat function.

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