5 Live Chat Service Lessons Every Business Should Learn

Live Chat Service

We all live in a digital world. We expect results within minutes. That’s why instant Maggi and coffee are so popular. Similarly, when it comes to online platforms, customers expect instant responses to their queries. Did you know that research shows that the average response time for customer service requests on social media is just 10 hours? With such high competition, it can get tough to grab attention and have business traffic. One way to ensure you have loyal customers and build a positive brand image is by providing the best customer services.

Having your customer’s requests and concerns addressed timely can go a long way in growing your business. One of the best ways of doing this is by implementing live chat services for your business. When you respond to your customers within minutes, they know that you value them. If that isn’t enough to convince you, research from Forrester.com said that live chat is more than 50% cheaper than handling phone calls. But not everyone gets it right when it comes to running live chat services. There are a few No No’s that we need to avoid. Hence, here are five live chat support lessons one should keep in mind!

Gratitude all the way!

One of the most basic mannerisms we learn as a child is to say, “Thank you” and “Sorry.” That’s because those two words have so much weight in them that they can turn tables around in many situations. Similarly, when addressing a customer, being humble and sometimes going the extra mile to ask if they are having a good day can change the entire mood of the conversation. A friendly tone to keep the conversation light also helps in lightening the mood. Furthermore, in a live chat service, apologize first no matter who’s at fault. This generally calms the customer down to get the details right to make sure you take the right actions next.

Being timely earns respect

Solving a customer’s issue quickly is a knack that is essential to determine the success or failure of the customer service experience. But even if one doesn’t manage to do that, make sure you follow up with them later. It’s a good practice to let your customers know what they can expect to hear back from you. Also, try your best to get back to your customer within the promised time frame. This adds a sense of assurance that you genuinely care about your customers. When you respect your customers’ time, they’ll be happy and look forward to repeating their business with you.

The right attitude and skills is a must!

When you are hiring someone to work for you, it’s vital that you have someone not just with the right skills but also the right attitude. Ensure they know your vision is ready to help you achieve it. When you have positive, friendly employees in your team, they tend to go the extra mile and cooperate with you during hectic schedules. This will help you position yourself better to offer a live chat service that will stand out in your industry.

Live chat services is a reflection of how you treat your customers

You cannot expect your staff to provide excellent live chat support when you treat them poorly. That’s one of the reasons when there are so many burnouts during recent times. As a business owner, you need to ensure you have a healthy work environment for your workers. Let them strive and give them space to grow. Simply put, if your employees have a great time at work, so will your customers. This kind of environment is not expensive or time consuming. A simple smile to start your day, encouragement and appreciation when a team member performs well and supporting other employees when they have shortcomings can really help build employee confidence. This in turn, will help you get that ‘wow factor’ that will make you stand out in your industry.

What you cannot measure is something you cannot control

When you are trying to provide the best live chat services, proper measurement of your efforts is essential. Tracking your service pages and URLs is crucial as you need to understand how your business is performing. You wouldn’t want to deploy a landing page without monitoring its impact on sales. The right CRM software can supply essential data points, track your website traffic as well as your employee’s performance. This will also ensure no efforts go wasted and the areas that need improvement. Furthermore, this also avoids the human error of forgetting and misplacing data. It’ll help your employees provide timely email responses and manage sampling outcalls.

Customer services in any business cannot be overlooked no matter how great your product or service is. Subsequently, live chat services have a significant impact on both sales and customer satisfaction. Research by the American Marketing Association found that B2B companies who used live chat service see a 20% increase in conversions! Also, eDigital research paper found that live chat support has the highest satisfaction levels for any customer service channel, with 73%, compared with 61% for email and 44% for phone. Hence by implementing these lessons, you can make a great impression on your customers and your business.

If you are looking for live chat services for your business, Wow customer support is one of the leading live chat outsourcing organizations providing the best 24/7 live chat support at affordable rates. They provide live chat support services to many Fortune 500 companies and top organizations. To know more about their services, click here.

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Customer Engagement: Why It Matters In This Pandemic Era?

The year 2020 has been a life-changer in many ways. Storefronts went digital, kitchen tables turned into conference rooms, and how we live, work and shop have had drastic changes. But what hasn’t changed for businesses is outstanding customer engagement. Customers always look for feedback and reviews before purchasing any product. A healthy customer engagement can create a positive image of your brand and this in turn, can bring in more business. A research by PWC stated that 86% of customers are willing to pay more for a better experience.

Here are a few pointers on why customer engagement plays a huge role in any business.

  • Staying Trustworthy

In general, people shop for top brands as they can keep their faith and provide quality goods. This notion still holds true even after the pandemic hit us. Unlike most relationships, gaining trust doesn’t happen overnight. One of the ways businesses can earn their client’s trust is by staying consistent and making sure the customer and clients are always aware of how your business is performing—also, almost 61 percent of the business owners aid customer support outsourcing services.

  • Empathetic, unified teams 

When a customer shops, it is always advised that there should be an interaction with brands to make their shopping experience not only convenient but also infused with empathy and understanding. Furthermore, 90 percent of the clients say the true nature of a business is determined by how they survive during the time of crisis. Customers want to see brands prove they are interested and value them apart from surviving a pandemic situation.

  • Corporate Values

Most brands are in the midst of transforming their businesses to go digital to cater to their customers. In recent reports, 71 percent of the clients pay more attention to corporate values than they did a year ago. Generally, customers want agencies to fulfill the specific needs and expectations at every touchpoint. They are making purchasing decisions on personalized experiences.

  • Consistent Interaction across different departments

Did you know that online interactions grew from 42% of customer engagements in 2019 to 60 percent by 2020 due to this ongoing pandemic!? Besides, 76 percent of customers expect consistent interactions across different departments. Before 2020, customers were well on their way to becoming more digitally dependent in their brands’ interactions. In a socially distanced environment, many have come to view digital engagements as not only a convenience but a necessity. Brands, in turn, have had to accelerate their digital transformation. Due to this, a huge mass of people are working much of their lives online. In fact, the vast majority of consumers say they prefer online shopping. As a result, they’re looking for companies to provide more digital options. In fact, 54 percent of customers would like companies to introduce new products or services in response to the pandemic.

  • Go Digital

Eighty-eight percent of the customers expect companies to accelerate digital initiatives due to the mass pandemic. As the world order is adapting to new ways of running their business, giants worldwide, have a real good opportunity to use this knowledge to revamp their business on a larger scale and make it more interactive with their customers. As a result, they can troubleshoot customer’s problems and solve them as soon as possible.

If you are looking for great customer support services, plan on hiring customer support outsourcing services, we at Wow are one of the leading customer support outsourcing companies providing top-notch customer support outsourcing services focusing on serving the best of what services can offer.

To know more about customer support outsourcing services, click here.

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