The omnichannel approach greatly facilitates contact with customers. But, against all expectations, we have very few channels offering the opportunity available to us thanks to live chat to ensure quality customer service and thus increase sales.
Live chat, live chat for our English-speaking friends, is a very promising tool that integrates with the website and offers relevant solutions at the appropriate time. This convenient and customizable channel is able to offer assistance at a time when customers need it most and without which, the customer would surely have been tempted to abandon their purchase.
According to one study, 79% of customers prefer live chat because the support is immediate and according to Forrester, 63% say they will happily return to a website if it contains the live chat option.
In addition, it is important to note that the waiting time for telephone calls is significantly reduced with this solution and productivity increases considerably because it is possible to take care of several solutions at the same time.
➡️ In order to increase sales volume and better contribute to your customer satisfaction, here are 3 tips to optimize your live chat.
1. Use a warm tone
In order to initiate a natural conversation, chat is an ideal channel. A friendly introduction to the agents and asking why they might be helpful to customers would be a good conversation starter to put the customer completely at ease and get to the heart of the matter fairly quickly.
It is best to use short messages so as not to disorient the customer with lots of information and overloaded messages.
2. Analyze behaviors and results
Customers expect very fast and relevant responses. It is therefore necessary to develop several contact channels. In this way, you will be able to meet the needs of your customers just as effectively regardless of the channel used. You can see how to develop an omni-channel strategy here.
It is also imperative that your customer service has access to your commercial information in order to best meet the needs of your customers. Finally, having impeccable after-sales service allows you to develop a relationship of trust between the company and the customer.
3. Customize the chat window
It is important to take your customers’ opinions seriously. On the one hand, this allows you to improve your customer service and on the other hand, you prove to your prospects and customers that you care about them. There are several ways: carry out surveys, set up a discussion forum, a blog where they can comment on articles. A satisfied customer highly recommends your business.
