5 Best Practices for Providing Exceptional Livechat Customer Service
Live chat is a great way to help your customers. It’s quick and easy, and it can have a huge impact on customer satisfaction. But not every live chat provider is the same – some are downright terrible for your business! So if you’re planning on using live chat as part of your customer service strategy, here are five best practices to make sure you get the most out of your livechat software provider:
- Know your product.
The first step to providing excellent customer service is knowing the product. You have to know how to use it and understand its features and benefits. If a customer asks you a question about your product, you should be able to answer them confidently.
This is why it’s important for support agents who work remotely or in call centres that serve multiple brands to spend time learning about each company’s products before taking calls from customers that rely on those particular solutions.
- Empower your employees
When your employees have the right tools, they’re able to take care of more customers at once and provide higher-quality customer service. Suppose a customer asks a question that only an expert can answer. In that case, you don’t want your employees wasting their time trying to figure out what to say – they should be able to refer the customer to someone else who can answer the question immediately.
If you want your employees to be able to make decisions on their own, it’s important that you empower them with the knowledge they need in order for those decisions not only to be quick but also correct.
Your company’s goals are key here; if everyone knows what these goals are and how each department contributes toward reaching them, then everyone will know how their actions as individual team members affect those goals as well as how their contributions add up when combined with other departments’ efforts.
- Cultivate customer centricity
Customer centricity is the idea that businesses should focus on the customer and that they should do everything they can to ensure their customers have a great experience.
Customer-centric companies are more successful because they create happier customers, who then become loyal customers who refer others and spend more time with the company. This means a higher lifetime value for each customer, which results in higher revenue per customer, higher margins per transaction, and so forth.
But what does ‘customer centricity’ mean when it comes to livechat? It means you need to provide exceptional support for your clients every step of the way – from initial contact through a resolution of issues or concerns.
The way you provide support is very important. If you do not provide a great experience for your customers, they will leave and never return. You need to be able to identify when a customer needs help and then provide that help quickly and efficiently.
- Know what your customers want
A great way to find out what your customers want is to talk to them. The best customer service starts with listening, so make sure you’re asking the right questions and responding accordingly.
The most valuable information you can get from your customers is their feedback on how well your business is serving them. Ask open-ended questions like ‘What could we do better?’ then listen closely and use that information as a jumping-off point for conversations about potential improvements in the future.
It all comes down to this: The customer is always right — especially when it comes down to providing exceptional customer service chats.
- Be more human
Remember that you’re dealing with real people, not robots. It can be easy to forget this when you’re behind the computer screen, but it’s crucial to remember that your customers are actual people with feelings who want to be understood and respected.
Be more personable in your customer service efforts by showing empathy for their concerns and issues, responding appropriately and in a timely manner, and being open to feedback on how your company can improve its offerings and services.
More specifically, be honest about what you don’t know; don’t pretend like everything is okay if it isn’t. Also, show humility when apologising for mistakes or mishaps; never argue with customers. Try not to offend them even indirectly as well, like when asking them questions.
A good tip would be to keep up-to-date on industry trends so that next time they need help setting up something complicated like automatic bill pay through their bank account, they won’t have any trouble getting around it because they know exactly where everything goes on the website.
Do these things to make your customers happy.
Customer service is a key part of every business. In fact, it’s more important than ever. The ability to provide exceptional customer service can make or break your business, and that’s no exaggeration.
It’s easy to overlook the importance of customer service in favour of other tactics like advertising, webinars and more. But if you’re not providing a reliable and efficient livechat system for your customers, they’ll find someone who will treat them well instead of you (and they’ll tell their friends).
We hope you now have some tips to improve your live chat experience for your customers. Remember, there is no one-size-fits-all when it comes to livechat customer service. The best way to ensure success is by continually testing new strategies and adapting to the needs of your audience. With that, make sure to choose a software provider that genuinely cares about your business.
At Greechat, we help simplify engagement for businesses, so we offer fully-managed live chat services to help you drive more sales.