Introduction
- Live support chat website is an online CRM application that e-businesses use to interact with prospective customers.
- The web-based tool functions through live chat technology.
- It appears as a chat API window on your website.
- You can include a click-to-chat button on various places such as in the footer or in the ‘Contact Us’ page.
- This will influence website visitors to use live support chat website when they are ready to.
- After you’ve added live chat to your website, customer service representatives (CSRs) get to work!
- They are appointed to act as personal concierge of every website visitor.
- They welcome every browser that enters your online store.
- Once visitors respond to the greeting message, CSRs ask strategic questions to learn about what they want.
- CSRs are trained to listen to what customers are saying.
- They do not rush them through the conversation just to make a sale.
- Once the customers are done talking, live chat representatives propose a workable solution.
Specifics
- Chat operators politely engage customers in a one-on-one conversation.
- They also use a built-in web analytic feature to analyze various online metrics.
- The web analytic feature gives big data such as webpage duration and keyword searches.
- Such information points out what problems customers are experiencing on your website.
- Once CSRs sense something is off track, they don’t miss the opportunity to live chat with customers.
- They immediately send a proactive chat conversation to get the ball rolling.
- Unlike traditional communication methods, CSRs attempt to solve the problem in real-time.
- CSRs eliminate website clutter by navigating them around the website and clarifying company policies.