What is live chat software and how can it benefit customers? Live chat software is the easiest way to communicate with customers and to keep updated on their overall satisfaction or complaints if any. It is just like giving a human touch to the otherwise virtual world. A positive impression is created in the minds of the customer about the services and this feel good factor helps in increasing the sales and thereby customer base. The satisfied customers will definitely act as indirect marketing personal bringing in more traffic to your site.
How can you make the customer use the live support feature? Not all people are ready to chat because of their time constraint. Just Knowing customer’s mood and trying to offer friendly and casual chat is what is needed to keep customer online. Communication skill is needed to keep conversation going in a interesting and friendly manner.
All customers may not turn up with smiley, there may be some unsatisfied customer or someone confused. It is job of live support personal to patiently listen to complaint and offer a satisfying answer. And rude or harsh words may make things worse that might end up in customer loss. Every possible threat must be faced and tried to be rectified there. Words like, ‘I don’t know’, or ‘am not sure’ should be avoided at all cost as the customer might turn off without another question.
Always keep yourself informed and politely listen first to what the customer has to say. In a relaxed and polite manner sought out problem and help them to find right solutions. While customer report is not given attention so then there is chance of misunderstanding statement and hence they may be confusion. So do not ever follow blame game of abusing customer for problem. Decently point out where and what went wrong.
When to contact the customer for a live chat depends on the utility of the site. If the site deals with any travel or tour related subject the live chat personal can immediately offer his help to find the right travel plan for the customer. In other cases the customer must be given time to browse through the various products or services offered by the site. Lack of searching skills or sites complex design customers may ignore shopping cart and thus live chat could offer instant and timely help to hold customer from migrating from site.
The live chat feature helps the organization to get instant feedback and have direct link to the customer clarifying their doubts on the products then and there and hence higher rate of customer satisfaction and better services are enabled. Thus a dedicated, patient and polite live chat software helps in redefining and rebuilding a strong customer base thereby increasing the revenue