Inculcate a Customer-Centric Approach in Your Live Chat Reps
You need to devise your policies on a customer-centric approach and make these polices known to your live chat reps. While arranging trainings and meetings, you should keep the element of customer service at the top as this will help your live chat agents to learn about your priorities and preferences. You can also strengthen your approach by taking the examples of your competitors, who are also keeping customer service approach at the top.
Learn About your Customers’ Buying Trends
No matter, whether you need to conduct a market survey, an online survey or any other thing, you should do all what you can to learn about your customers’ buying trends. For this, learn what support channels your customers like to use to approach you. What time do they prefer to approach you?
Empower your Live Chat Operators
Empowering your live hat operators is a modern approach as it let them serve your clients more efficiently because while providing online support service, there comes a situation where they have to take some independent decisions. Moreover, empowering also enhances confidence of your live chat gents to take a big decision, as long as it does not violate your terms and policies.
Reward and Recognize
Rewarding and recognizing the good work of your service agents is the best way to increase their productivity. Employees love to be appreciated when their efforts and good work is recognized by the management. From the live chat histories, you can easily get to know the progress of each of your live chat operators by measuring the rate of conversions they earned during a specific time.
This is how by prioritizing your live chat service; you can make it convenient for your customers to make a purchase with you.