• Industry Insights
  • Chat Live Web Support: How To Be Connected With Customers

    Image by CDC from Unsplash

    Chat support is becoming one of the most popular ways for customers to get answers about their purchases. It’s simple, more convenient and faster than sending an email or calling a customer service line. What’s more, it’s also one of the most effective methods of reaching out to your target audience in real time. 

    If you’re looking for a way to provide better customer care and boost sales, live chat is worth considering.

    Provide a live chat service based on your company’s needs

    Chances are you’ve had a conversation with a representative or chatbot at some point. It could have been when you were using an app or website, or maybe it was in an email exchange with customer support.

    Live chat has grown in popularity over the last few years – and for a good reason! By connecting with customers through immediate, personal connections like this one, businesses can build stronger relationships that lead to happier customers and higher sales.

    There are many different types of live chats available:

    • Representative-based. Makes use of a real human team that can connect with the customer and understand the intricacies of their questions or concerns.
    • Chatbots. A computer program that simulates human conversations through artificial intelligence (AI) and machine learning technology.

    While chatbots can help with standard questions, there’s no doubt that a human representative can provide your business with a personal touch that artificial intelligence can never replicate. Your customers will thank you as they’ll be able to chat in live channels, and then an understanding representative can attend to their needs. 

    Organise your chat agent team

    The first thing to consider is the amount of time, money and effort you’re willing to put into creating and maintaining your live chat team.

    You need to think about the following:

    • Who will be available to answer questions?
    • How much time will they have for this role?
    • How much training will you provide them with?

    If all that seems too complicated for you, then you can rest assured that onboarding a live chat team can make your experience much easier. Rather than spending time, money, and effort upskilling new employees, why don’t you just have a service dispatch a professional group that can be easily trained to your liking?

    Define your target audience and understand their pain points

    After handling your live chat team setup, you are now ready to define your target audience and understand their pain points.

    • Define your target audience (age range, gender, style, place of residence, etc.)
    • Know what their pain points are (what they don’t like about businesses, products, and services)
    • Understand their needs and wants, including how they interact with technology (e.g., fast and concise or slow and technical)
    • Determine what they’re interested in (find similar offers on your website you can market)
    • Integrate these points into your live chat strategy

    However, it’s not enough that you come up with an initial plan. You should also make sure that the software you choose is compatible with other data-gathering tools so that you can better understand the statistics that come from live chat conversations. With this knowledge, you can better optimise your business operations and increase sales in the future.

    Know the questions to ask customers before starting a live chat

    You’ll want to know your product or service well and ask questions that will help you understand your target audience better.

    For example, if you’re a proud owner of a clothing store, and someone asks where the pants are in the store:

    • You could ask them the colour of their pants to find out if they need new ones or just want to try on a pair.
    • You could also ask them what they were looking for: maybe they want some casual jeans so they can go hiking with friends this weekend, or maybe they want something dressier for going out with their friends at night. This way, it can help determine which kind of pants would be best for them.

    How does this apply to live chat support? You may not have all the answers right away, but by listening carefully and asking more related questions, your team can figure out what exactly your customers want or what their situation calls for.

    Through a dedicated chat for your website, you can show how much you care about your customers as well as how committed you are to making sure everything goes smoothly from here on out!

    Keep learning and adapting to the market

    It’s important to keep up with new technologies since they will eventually have an impact on your business. As such, it’s essential that you stay abreast of what’s happening in this field so that you can adapt your product or service accordingly.

    You should also keep an eye on consumer trends, as they can provide valuable insights into where your company is headed next. For example:

    • If customers are asking for a specific feature or functionality more than others, then it might be worth creating this feature before someone else does it first!
    • You may also want to look at how some other companies are doing things (and doing them well). For instance: What does their website look like? How do they communicate with their customers? All of these factors could help inform future improvements within your own company – so long as the quality remains high!

    Chat support helps resolve problems fast and creates a great customer experience

    Live chat is a great way to resolve problems quickly, and it can be a great source of customer service. To cap everything off, here are some of the main advantages:

    • Live chat helps build trust with your customers. If they have an issue or need help, they’ll feel confident that you will be there to answer them right away.
    • Live chat helps build loyalty with your customers. They’ll come back over and over because they know you’re there when they need it most – and this can lead to more sales in the future!
    • Live chatting gives you an opportunity to learn more. Through analytics, you’ll better find out your customers’ needs as well as what makes them happy or unhappy about products or services offered by businesses like yours.

    Consider implementing our chat live support offer today and enjoy 24/7 coverage on your website!