Be Prompt
Keep in mind that one of the factors for which customers prefer taking assistance through live chat support is its ‘immediacy’. In this fast paced world, customers do not have time to stand in the queues to wait long because they are simultaneously engaged in doing several other tasks. This is the reason that online shopping has seen a great surge. Therefore, while providing online support service, be quick enough to catch a customer as he lands on your website. Approaching your potential clients late or giving them delayed responses might send them away.
Create an Easy Customer Experience
‘Ease of support’ is another factor for online customers to get assistance through live chat service. While using live chat, they do not need to go through the hassle of following complex procedures to get connected to support agents. Whereas seeking help through a telephonic support where a potential buyer has to follow complex number dialing procedure one after another, is a big annoyance.
Go an Extra Mile
You need to go an extra mile in serving your customers. For instance, talking to a customer in his native language is a great favor you can give him. The better option is to hire the native chat agents because they can have a better hold over a particular language. Avoid, spelling and grammatical mistakes because this leaves a poor impression of your online service.
Avoid Being Robotic
No doubt, canned messages are useful to bring coherence and consistency in your service. Moreover, these also prove helpful when you are to deliver an instant response but an excessive use of pre-designed responses can bring robotic feel in your service. Keep in mind that customers do not want a totally machine-based response, rather they want a real touch from real support persons. Keep updating your canned messages from time-to-time according to the needs and special occasions.
By keeping these basics in view, you can squeeze most out of live chat service.