Get Useful Customer Basic Info through Pre-Chat Surveys
Providing live website support, retailers offer pre-chat surveys to every visitor who picks up to chat with live chat operators. The surveys contain the basis questions regarding the name and email address of a visitor. This information helps live chat agents to start a more personalized conversation with their website visitors.
Greet Your Customers
Few websites do not offer a pre-chat survey but they proactively approach visitors by greeting them in a formal way. This signifies that a real support personal is always there for every coming visitor. Greeting messages are always canned messages.
Observe their Activities
Visitor can either accept or overlook this chat invitation and continue his journey. One time denial from the surfer’s side never means that they are always going to reject it or they do not need any kind of assistance. Live chat agents continuously keep an eye on their browsers’ activities through live chat’s real-time monitoring feature. This way, they can easily get to know when a potential client assistance.
Provide them Assistant
Once the live chat agents have identified what kind of assistance a potential client needs on a specific page, they can start a text-based conversation and provide real-time, on-the-spot and personalized assistance.
Escalate Chat
Suppose if online service agent comes across a question that is beyond his expertise, he can escalate the chat to a relevant live chat operator, so that the customer can get accurate responses in minimum possible time.
Offer a Post Chat Survey
Once a chat session has ended successfully, a visitor is offered a post-chat survey that contains question regarding customer support a client has just received. This actually serves as a feedback on operators’ performance as well as overall efficiency of an e-commerce website.
Save chat History
By adding live chat to your website, you can automatically save the chat histories at the end of a chat session. The chat histories are then used for generating leads as well as for the evaluation of a chat script.
This is how live website support helps you deliver an enhanced customer experience by organizing your online support tasks.