5 Ways to Boost your Business Through Professional Chat Support Services
‘Customer is the king of the market’ – is an age-old phrase and continues to be true in present marketing scenarios. With the ever-increasing competition, ensuring they are happy and satisfied is of utmost importance.
However, with digital avenues and communication technologies, the strategies of customer support change radically. The customer space is driven by the Millennials and on the brink of welcoming Gen Z.
According to statistics, Millennials are ready to pay 21% more to a business if they excel at customer service.
Therefore, it’s time to strengthen your online customer support system. One of the ways to do this is to incorporate live chat customer service into your business strategy. It provides instant solutions to the customer in a human and personalized way. Here’s how you can improve your live chat customer service.
5 Ways to Improve Customer Service Through Live Chat Support
Make your Live Chat Support Service An Extension of Your Brand
You will provide a live chat support service to your customers on your website. When customers talk to a customer executive, they are not talking to an individual but a brand. With that in mind, use a chat support service as an extension of your brand.
To do this, provide brand-specific training to your chat support team. This will enable them to speak in your brand voice when they interface with your customers. For instance, if you are a fashion brand, your major target audience will be urban youngsters. You can use casual language with them. However, in-home renovation product supplies, your audience includes homeowners and renovation or interior design experts. Your writing style should meet the style of your target customers.
No matter what, empathize with your audience. Show them that your business cares about them and will do everything in its power to solve their issue.
Reduce Response Wait Time
The average wait time for a company to acknowledge a live chat message is 2 minutes 40 seconds. However, customers do not like to be kept waiting. During a study, the fastest response time in a chat was 7 seconds. That’s what customers expect – real-time service.
Therefore, focus on reducing the response time for chat and customer requests. When your chat support service gets a buzz from a customer, do not let it linger for more than necessary.
Reducing response wait time for live chat support will leave a pleasant chat experience for your customers. On average, consumers look forward to a prompt live chat response.
Increase Availability of your Live Chat Support Service
To reduce the response time, you need to increase the availability of your live chat support service. If your chat support services are available for seven hours in a day or less, you have to increase the time. It is particularly essential when you extend your services in different time zones. Even if you serve nationally, you should increase it to 24 hours a day, 7 days a week.
Having a 24/7 chat support customer care support service boosts the confidence of the customers. They get a feeling that no matter the challenge they face with your product or service, they can always reach out to you no matter the day and time.
Empower Your Customer Support Team
Providing professional chat support services is a human function. Your customers have a conversation by typing into a computer or mobile screen, but behind the computers are humans with emotions, abilities, and limitations. Therefore, to let those individuals deal with every customer response and emotion impressively, empower them by equipping them with the necessary skills and tools.
For people who join your team, organize training to equip them with the needed skills to perform as members of your customer support team. Allow them to understand everything about your brand and its functioning on a surface level. Also, make them versed with your brand voice and style and give them time to adopt it.
Ask for Feedback
Regardless of the quality of your chat with an individual, ask for their feedback at the end of it. When customers invest their time talking to you and get a solution out of it, their state of mind is in a satisfactory position. They would be happy to offer you their opinion with honesty.
You can send them a couple of questions to know their views about different tangents of your customer support. Keep limited open-ended questions as they take more time to answer. Take their feedback seriously and implement changes in your strategy.
We are fortunate that we can leverage advanced technology to provide improved customer service to our customers. Even though live chat support is a relatively new concept, its demand has been growing at an intense rate.
A live chat study found that in an average of 1000 businesses, only 9% use live chat customer service to provide real-time support to their customers. However, it is the tool to provide maximum customer satisfaction – a rate as high as 92%. Therefore, if you want to flourish your business and stand amidst your competitors, embrace the use of live chat support.
To leverage the maximum use of live chat for eCommerce business, take assistance from a professional customer support service agency such as Vserve eBusiness. Our multi-skilled workforce facilitates real-time analysis with its continuous support monitoring system. Contact us now to enhance customer satisfaction for your business.
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