The use of live chat support has revolutionized the online business world for its various benefits, which is the reason that every online vendor these days is incorporating it in his business website. However, at some instants due to some negligence, you can decrease the value of your chat support. To deliver a perfect online chat service, an entrepreneur should avoid making following mistakes:
1. Overdoing the Proactive Messages
No doubt, today the proactive approach is more appreciated to catch and engage customers in a website but overdoing it can reverse the results. For instance, on some websites, the chat operators just catch a customer, the moment he lands there, this approach may be irritating and attention diverting because a potential client does not get enough time to have a look of the website’s content. Therefore, to make your proactive greeting more effective, set a certain time limit, like 2, 3 or 4 minutes, after which your chat reps should approach a client.
2. Canned Messages
Canned messages make your task much easier because you can provide immediate responses to your potential clients, for their generally asked questions. Moreover, using pre-designed messages brings unanimity in your live support service. However, pre-defined messages can also become a curse, if used too frequently. Sometimes, chat agents send too much of canned messages during a live chat session, which gives a feel to the customers as if they are being treated by the machines, which just provide limited answers. Thus, robotic touch fails the purpose of live customer service chat . Therefore, you need to set a policy on the frequency of canned messages’ usage during a live chat session, so that it may not take away the essence of ‘human touch’.
3. Irrelevant Responses
You need to maintain a perfect accuracy level while providing online chat service because an irrelevant response again gives a feel to your customers, as if they are being dealt by the machines. Moreover, it also leaves an impression as the company is least concerned about its customers’ needs, expectations and complaints. Your chat agents can only provide accurate responses to their clients, when they have a complete product and service knowledge. Therefore, always assure that your chat agents are knowledgeable and skilled in providing sale-winning answers to particular potential clients.
4. Delayed Responses
What the live chat service is most valued for? Certainly, it is the immediacy of online service because it saves customers from standing long in the queues for their turns. However, if your chat operators are not trained well and have poor product knowledge, they will escalate the chat to the other operators, which will make customers stand in the queue, ultimately causing them to leave your website. Therefore, while in a live chat session, always try to respond fast so that a customer could stay engaged in your product and service.
Thus, avoiding the above mentioned four things, you can reap the real benefits out of live chat support.