Optimize your live chat!
The omnichannel approach greatly facilitates contact with customers. But, contrary to all expectations, there are very few channels that take advantage of the opportunity offered by live chat to ensure quality customer service and increase sales.
Live chat is a highly promising tool that integrates with the website, offering relevant solutions at the right time. This practical, customizable channel is able to offer assistance at a time when customers need it most, and without which they would surely be 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
To start a natural conversation, chat is an ideal channel. A friendly introduction to the agents and an inquiry as to why they might be of use to customers would be a good conversation starter to put the customer totally 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 fast, relevant answers. That’s why you need to develop multiple contact channels. This way, you can meet your customers’ needs just as effectively, whatever channel they use. You can see how to develop an omnichannel 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’s important to take your customers’ opinions seriously. On the one hand, it enables you to improve your customer service, and on the other, it shows your prospects and customers that you care about them. There are many ways to do this: conduct surveys, set up a discussion forum or a blog where customers can comment on articles. A satisfied customer recommends your company wholeheartedly.
