Live chat is more efficient than traditional methods, and because it’s so easy to use, most people would favour it. What’s more, if your business wants to have excellent online customer service, then it’s important that you have a reliable chat solution.
This means finding something that can stand up to the demands of your customers, and that’s not always easy. As someone thinking about using an online chat service for their enterprise, here are some tips that can help you if you aren’t sure where to start or what to look out for:
Formulate your needs clearly to find the most suitable solution
The first step in finding the right chat service is to clearly define your needs and make sure that your requirements are aligned with the company’s offering.
- What types of questions do you need to answer?
- How many users will be on the platform at once?
- Are our customers based in one location or spread out across multiple markets?
These factors will help you narrow down which services are likely to work best for your business.
The next steps are to conduct an audit of the different types of business chat service options and get a sense of which one will work best for your enterprise. Read through marketing material, check out customer reviews, and speak with an account manager from each company to find out more about their features and functionality.
Understand your customer base and their expectations
An important aspect to understand is your customer base and what they are looking for when contacting customer support. If you have a lot of younger clients, they may prefer live chat services with a casual messaging tone.
On the other hand, if you have a large number of older customers who typically rely on hard facts and easy explanations, then it would be best to have a live chat service with a formal yet simple-to-understand tone.
You should also consider whether or not your customers might be expecting live chat services based on their interactions with other brands that offer these services.
If another company has offered similar products/services in the past and has had success using live chat tools for customer support purposes, this could impact how much trust potential customers now place in those brands (and by extension, how much confidence they feel when considering purchasing from another company such as yours).
In addition, if several companies within an industry use this type of technology regularly then it’s likely that some customers will expect all businesses within the said industry to provide similar options too.
Have a clear customer support strategy in place
The customer support strategy is the backbone of any type of company. You need to ensure that you have a clear process for handling issues, complaints and escalations. If you don’t, then it will be difficult to scale your business as it gets bigger.
Here are some things to consider:
- The difference between customer support and technical support. Customer support is often confused with technical support but they aren’t the same thing at all. Technical support handles things like fixing bugs and making sure that the software works according to specifications. Customer service deals with anything else related to how customers interact with your company’s product or service (i.e., refunds, billing questions).
- How you will respond in different scenarios. You should always have procedures in place so that employees know exactly what their responsibilities are when responding to specific types of issues or requests from customers, especially if your enterprise deals with high-volume demand across multiple states or cities, so there’s some kind of regional barrier involved there too.
Make sure that you’ll have enough assistance to handle questions and problems in a timely manner
Most businesses require round-the-clock customer support, so make sure the chat service you choose can accommodate your needs.
When choosing a chat service provider, look for one that provides quality customer service from knowledgeable agents who can work flexible hours, or better yet, 24/7. You want to be able to rely on your chat agent team if something goes wrong with your website or app while it’s down. Look into their reputation and their response times before making a decision about which company to hire.
Your budget should reflect your priorities and business goals
- The budget should reflect your priorities and business goals. You’re going to be spending a decent amount on this service, so it’s important that the budget reflects the need for it in the first place.
- Don’t overspend on a solution that doesn’t meet your needs. If you make a purchase for features you don’t need or get something that isn’t quite what you expected (or even doesn’t work as expected), then you will end up wasting money in the long run. Plus you may eventually need to replace those software and tools anyways.
- Don’t underspend on a solution that doesn’t meet your needs either! If there are other alternatives out there with similar functionality at lower prices, then why would anyone choose to buy the most expensive offer?
Consult with representatives prior to making your decision so you can get answers to any questions you have about the service
Before you sign up for a chat service, it’s important to consult with representatives of the chat service provider. You should be able to get answers to any questions you have about the service, as well as find out how the process works. Some things you may want to know include:
- How long does it take for a representative from your company to answer?
- What information do they need from your employees before they’re able to start answering?
- Are there specific contract details or terms and conditions that are important for me to take note of?
Choosing a chat solution for your business is a big decision, and it’s important to make sure that you’re choosing one that makes sense for your company. By following the tips above, you’ll be able to find an online chat service that meets all of your needs and works well with your customers’ expectations.