As an online business, you realise the importance of exceptional customer experience. You strive to leverage the omnichannel customer service. You offer unrivaled customer support using a mobile-optimised website, social media, live chat, messaging apps and so on!
Oh, did I just say live chat?
Well, it’s a no-brainer that the highly efficient service enables you to help your customers 24/7/365. It benefits your business through lowered costs, increased sales and a competitive advantage.
This doesn’t end here! You can maximise these benefits further using these smart tactics.
Consider outsourcing your live chat service:
While running an online store, you cannot expect to have 9 to 5 shoppers. Being an online business, you are sure to have international customers. So, its mandatory to be well aware of your shopping hours.
Simply put, you have to be available 24/7/365.
So, make use of analytics to determine when most of your visitors are using your site. After that, you can hire support agents to serve your customers 24/7. If it’s not possible for you, you can just opt for an outsourced live chat service!
Train your live chat agents appropriately:
The customers today are more knowledgeable than ever. In fact, a customer visiting a physical store may have more knowledge about a product than a salesman! All thanks to the mobile devices and a flair for deep researches before purchasing.
When it comes to online businesses, the customers are probably researching and shopping at the same time. So, it’s imperative that your live chat agents are well-trained. They need to be extremely knowledgeable about your inventory and website navigation.
Consider conducting regular training sessions for your live chat agents to sharpen their skills. Also, ensure that you empower them with an informative knowledge base and FAQs.
Hire people with sales experience:
If you can afford to hire consider hiring people with sales experience.
Wondering how that’ll help?
Well, that’s because the people with experience in sales will be more efficient in upselling and cross-selling. They’ll efficiently move all your website visitors down the sales funnel. This will eventually help boost the sales and profits.
Ensure boosting your social:
A live chat window is the best place for the customers to get all their queries resolved in real time. Likewise, it is the best place for the live chat agents to upsell, collect feedback and ensure an exceptional customer experience.
This doesn’t end here; the live chat window can further be used to instruct remind your visitors to join you on social media platforms. Once you’ve collected excellent customer feedback, your live chat agents can ask them to like your Facebook or Instagram page and contribute to WOM marketing to gain more significant brand exposure.
So, if you wish to maximise the effectiveness of your live chat service, you can only follow these tips and benefit your business like never before!
Source: Live Chat Agent