Tag Archives: training

7 Tips for Implementing Live Chat

21 Oct

With messaging now outpacing phone calls, Live Chat is an important communications tool for any company which deals with the public via the internet.

Last week, we talked about the pros and cons of using Live Chat as one of your Implementing Live Chatcommunication channels. If you decide to add Live Chat to your web site, you need to know where you are heading before you leap into this mode of client communication. Here are a few considerations that will help you successfully implement this new channel.

Have a plan and a timeline for adaptation

This may sound like a basic tip, but it’s important to have a plan — not just for which issues you want to handle via chat, but also for how you will begin to staff this new communication channel. Based on customer needs, determine what hours and days your chat option will be available.

Also, know that it’s unrealistic to expect everyone to adopt the channel right away. Setting milestone targets will help you evaluate your progress and identify any issues or challenges that might be hindering more widespread adoption.

Let your customers know you have live chat

All the planning you do is irrelevant if you don’t let your customers know about the program. There are a number of ways you can promote the new channel, but one of the most critical is publicizing Live Chat as an addition to your existing means of customer support. For example, you might have an automated recording directing callers to the Live Chat link when waiting for support by phone.

Train your reps on online communication techniques AND customer service best practices

Addressing support requests via chat is different from other models as it enables reps to handle multiple sessions simultaneously. Make sure your reps are comfortable with multi-tasking and are familiar with the program’s capabilities before you launch Live Chat. It’s essential to spend sufficient time training your staff — and hiring additional reps if needed — to make the program a success. Be sure everyone understands the expectations, including response time.

Make sure you are adequately staffed

One of the benefits of live chat is the perception of immediate support. If users are unable to get through or have to wait a significant amount of time, they will already be disenchanted before defaulting to another channel. When preparing to launch a chat program, make sure you’re properly staffed to keep wait times to a minimum. Have a process in place so the support team can quickly get additional help if needed.

Use scripts but personalize when possible

As reps are becoming familiar with handling multiple sessions at the same time, having scripts for frequently asked questions are a valuable tool in getting them up to speed quickly.

While scripts have many benefits, however, it’s important not to lose the personal elements of phone support when you begin live chat. Support reps should modify scripts to add personalization and address exact concerns. They should also be sure to pay careful attention to what the user is saying before offering an answer.

Make it intuitive

Mobility is a key driver of today’s changing customers support needs. Making it easy for users to initiate a chat session from any device will ensure greater adoption.

Get feedback from users AND staff

Feedback is extremely useful in improving your program. Institute a survey at the end of every session to obtain details about the individual’s experience and use the information to make improvements and further hone the program.

In addition to polling the user community, be sure to connect with your staff about their experiences. As the frontline reps utilizing the program, they can provide valuable insight into how to improve Live Chat and help identify other issues that could be handled via the chat program.

We will take one more look at Live Chat next week by reviewing some of the Dos and Don’ts of this type of customer support.

Six Things to Look for in a Fulfillment Provider

24 Jan

When people think about order fulfillment, they usually think about pick, pack & ship. However, order fulfillment is about much more than the ability to pick items off a shelf and fill boxes. A good fulfillment house is a partner to you in many ways, including print, procurement, and kit building. Here are a few key points to consider when looking for a fulfillment partner.

  1. What is the accuracy rate of the prospective fulfillment company?
    Ask the prospect for their pick-error rate. While industry average is a 99% accuracy rate, many companies have a much lower rate (and many will have much higher). Pick errors are expensive in terms of time, shipping and product expenses, and–probably the most important of all–customer satisfaction. Make sure you choose a fulfillment company with a low pick-error rate.

    Quality Fulfillment

    Fulfillment is more than just pick, pack, and ship.

  2. Will the vendor do procurement if asked?
    Fulfillment partners who are willing and able to take of your procurement needs can help shorten turnaround times, reduce shipping costs, and save you valuable employee time.
  3. Can the fulfillment vendor save you money on printing costs?
    Printing at or near the fulfillment company means reduced shipping expenses. One thing to consider, too, is whether the vendor has internal digital print capabilities or outsources their printing. Costs will be lower if they print in-house.
  4. Does the vendor do enough shipping to offer savings on postage and freight?
    Fulfillment centers use overall volume to negotiate discounts with freight carriers. This allows them to spread shipping and handling costs across all their clients. Taking advantage of these discounts will help offset the costs of hiring a fulfillment center.
  5. Can they save you money by combining literature with premium items or products?
    Rather than using two separate fulfillment vendors for literature and product/premiums, consider finding a vendor who can handle all types of fulfillment. This will simplify ordering and save money. Often times, too, orders can be packaged and shipped together, reducing costs. And, you’ll also have better accountability with only one company managing your fulfillment operations.
  6. Does your vendor have an experienced team of people who will be working on your behalf?
    Quality fulfillment centers train their employees on products, processes and safety. This means you have a happier customer and lower costs due to efficiency, accuracy, and safety.

As you can see, having the right fulfillment partner can not only make things easier for you, but can save you time and money. Next time you are in the market for a different fulfillment services company, consider what else prospective fulfillment suppliers have to offer besides pricing, packing and shipping.