Category: Chat Support

Adopting the newest technologies and applications recognized for increasing customer experience in India is the most excellent strategy to boost business growth. A perfect customer experience plan will considerably improve the customer journey, increasing sales. Live chat is thought to be the most effective consumer communication method out of all others.  

According to research, more than 30% of buyers anticipate live chat on a company's website since it makes purchase decisions much more accessible. Therefore, India is known as one of the best countries that provide customer-centric services for businesses all over the world. 

Outsourcing live chat services from India are a great option to assist consumers in quickly addressing their difficulties, which is the foundation of high customer happiness, whether an e-commerce firm or a retail organization.

Top Guidelines for Setting up Live Chat in India for US Market

Leading with discussion is an excellent way to scale assistance as your business expands, but it does take some preparation to do it well. Your team will be prepared for success right out of the start with a bit of practice and an understanding of what to focus on initially.

For a successful live chat support services rollout in India, adhere to these five best practices.

1. Initial Chat Support Restrictions

Managing chat discussion volume is similar to controlling water flow. You'll be faced with a firehose of noise if you put a chat widget on every page and display it to every visitor, making it challenging to stand your ground.

Decide carefully which pipelines to open instead. Start small with a page essential to your business since here is where permitting chat will have the most significant impact. This might be your price page, checkout page, or support page.

Depending on your company's objectives for implementing chat, you may choose where to display the chat option:

• Try restricting the chat widget to only those people who are signed in if you only want to assist current clients at first.
• If you want to increase conversions, start by limiting chat presence to your price page.

Keep in mind that you have complete control over the outsource live chat support services deployment. When you and your team are confident with how it's going, start small and then build on it. You can keep opening up the taps as you have more practice handling a conversation queue.

2. Use the Knowledge Base’s Articles and Stored Responses to Prepare

You can increase chat efficiency by having resources ready for your Indian chat teams to deploy at the push of a button. A comprehensive knowledge base and a repository of previously used responses are two tools that are especially crucial for accelerating discussions.

An assortment of how-to articles and user manuals for your product make up a knowledge base. These articles should include videos, images, or GIFs and offer detailed instructions on how to carry out typical activities in your product.

You may reply with a link to the complete article when a consumer requests instructions via live chat support services. The articles in your knowledge base will be helpful several times as you walk your chat consumers through the most frequent features.

Speaking of frequently asked questions, you may save responses to them. Your life will be easier if you can anticipate the most typical queries and have a prepared response saved. Send your properly prepared stored reply rather than typing it out each time to ensure a quick resolution.

Making resource preparations will pay off and ensure that your Indian team has a smooth day waiting in the chat line.

3. Ascertain That Consumer Information Is Readily Available

You will have full context on the customer you are assisting if your chat solution incorporates data from your business. More knowledge about your consumer will enable you to have the most compelling conversations, whether from your CRM, a product analytics tool, or a help desk.

Let's take the example of a chat request from sam@abccompany.com. He is currently in the middle of his 14-day trial if you can observe some critical pieces of data. If you have access to his previous support interactions, you may see that he has experienced some difficulties with some of the onboarding.

Armed with these two facts, you can go into the conversation prepared to work with Sam to become a paying client while also following up on his prior complaints.

4. Provide Chat Help Only When Possible

It's a frequent misperception that providing chat services requires being accessible constantly. That is not the case. Instead, it's about communicating your availability to them and creating expectations for when you'll be accessible.

Examine the current volume throughout the day and the availability of customer support representatives to determine the chat room's operating hours. When most consumers are online and browsing the website, staff the chat, move agents away from the conversation and toward other tasks, or pursue inbox zero when the traffic is reduced.

Most skilled and experienced agents can manage between two and five conversations at once, depending on your industry. One agent serving four consumers is preferable to four agents serving four chats for the most effective chat queue.

Additionally, remember that not all issues must be resolved via a chat session. It can be ideal to effortlessly move the conversation to email if you need to include a developer in the bug triage process so you can get back to the consumer with additional details later.

Establish clear escalation pathways to prevent wasting your time and your customers.

5. Make Live Chat Support Services Your Preferred Method of Contact

Because chat assistance is so efficient, it's frequently worthwhile to encourage consumers to utilize it instead of calling or emailing. Start taking your phone number off of websites that include chat widgets. Promote chat as the finest and quickest means of obtaining assistance.

Your clients will be happy that more of your traffic is handled through chat. The degree of control over chat assistance is its most attractive feature. Remove the widget from particular pages if traffic is heavy. Proactively engage visitors who have read a page on your website or help center for a while in conversations. The level of discussion activity on your team is entirely up to you.

You may expand chat to more and more clients as your staff becomes more accustomed to it.

How to Improve Customer Experience in India with Live Chat?

With live chat support services from India integrated into the website, brands can quickly transform each conversation into enduring connections and treasured experiences. It gives you the chance to respond quickly to consumers' questions while also enhancing agent productivity and raising customer happiness. Let's talk about a few practical ways companies may use live chat support services to engage customers and provide a great customer experience.

1. Give a Prompt Response

The business can rapidly answer clients thanks to the live chat support services. Customers expect chat sections to respond more quickly than other contact channels. It will also improve client interaction. Brands have found that real-time messaging is a beautiful tool for fostering customer connections, resolving problems, and onboarding.

2. Request Client Feedback

Positive or negative client feedback is precious to companies in improving customer service. Any issue relating to a product or service can be changed if the input is negative. If the customer reviews are positive, there is a likelihood that the customer care representative will deliver flawless customer service, automatically increasing the chance of client retention. To gather feedback, keep the number of multiple-choice questions in the brand's voice to 7–8, and make sure the platform is mobile-friendly and the tone is sympathetic.

3. Bring Some Humanity to the Conversation

The 24/7 live chat support services option is the most excellent technique to give the client dialogue a personal touch. The brand must guarantee that a customer care representative is available at all times to respond to inquiries from the public. Compared to voice calls, it is simpler for customer service representatives to communicate with clients via chat since they cannot hear the customer's voice in the conversation; therefore, they cannot tell if they are upset. According to research, more than 63% of customers who have used live chat support services to communicate with their favorite companies want to revisit the website.

4. Provide Specific Solutions

Giving customers a thorough response is an excellent move for companies since it will aid consumers in comprehending and learning more about the goods and services. Client care representatives may use live chat assistance to refer to prior customer encounters to understand upcoming inquiries better. The chatbot can handle the first inquiries from the consumer while the customer service representatives may take their time studying the questions and responding appropriately.

5. Connect Live Chat to Your CRM

Integrating your live chat software with your customer relationship management system (CRM) to gather customer data that will ultimately improve customer satisfaction. This information is essential for creating your products and services. The data that may be acquired from a live chat platform is helpful for market research or the sales process, depending on the platform's nature. However, the customer interaction data you get from your CRM might assist you in providing individualized customer support.

Improve the Customer Experience for Live Chat

Customer experience is one of the most important components of your company's success. Customers must incorporate live chat assistance on their website and optimize all other client touchpoints to provide outstanding customer service.

The adoption of live chat together with other customer contact channels can make it possible to provide best-in-class customer service, which is necessary if you want to acquire a competitive edge in the market. Brands provide fast access points for website users to contact via the live chat support option, allowing you to address their demands.

You may be surprised to learn that 42% of consumers like live chat options over ones that involve waiting on hold.

It is no longer surprising that live chat support services have become the newest customer assistance option. Even B2C (74%) and B2B (85%) business owners are beginning to utilize it as a sales tool.

Live chat support services are employed for more than just sales and customer service. Businesses find it easier to use live chat support for customer interaction on websites because of the tools at their disposal.

You may learn more about a visitor's goals as a client and the next steps they intend to take by grabbing their attention and engaging them in conversation. Although not every interaction results in a sale, it does allow you to learn more about your audience and modify your approach. In addition to knowing the visitor's goal, there are other reasons live chat support services should be a part of your customer contact strategy.

We're here to assist you; if you've been wondering what those additional criteria are, we're here to help you. In this post, we'll outline the benefits of 24/7 live chat support services for your business's customer contact strategy and provide suggestions for improving it. So let's get going.

Helpful Steps to Increase Live Chat Engagement

To enhance website engagement, you need to know which live chat support services may do. You need to know how to change these features and other aspects of live chat to boost customer engagement. Don't worry; we'll help you understand how to use live chat support services to improve client engagement in this section. Let's move forward!

1. Personalize Your Chat Button

To enhance website engagement, you can take several actions. Customizing and placing the chat button is one of them. This suggestion may seem simple, but it might have a significant impact.

Using tools like ProProfs Chat, you may completely design your chat button. This indicates that you have the option to change them to reflect the theme of the page on which they are placed or your entire website.

However, if you want to increase the probability of striking up a discussion with website visitors, you may also place several chat buttons on a single page. With specific live chat software, you can customize the placement and appearance of each chat button you add to a website.

If you don't like having numerous chat buttons on one page, you might want to think about using a bouncing chat button instead. You may choose other characteristics, such as the rate at which you want it to float on your page, to ensure that it is visible. At the same time, you must be careful not to obstruct visitors' browsing ability.

2. Add Conditions for Automated Messages Setup

• You may be sure that your automated messages will appear on the website by setting the appropriate settings. This is because you may use six distinct types of live chat triggers with your engagement tool.
• These triggers may be added to specific websites to guide readers to the most relevant or profitable product pages and increase the possibility that they will engage with the content and ultimately become customers.
• You may also utilize live chat triggers based on variables like how frequently a specific person visits your website.

For instance, a visitor returns to your website a third time to look at the same product. You might activate a message that asks, "You look curious. What can we do for you today? " By doing this, you not only draw their attention and let them know you are interested in your products, but you also provide them a way to connect and communicate with your company rapidly.

• Some triggers also work following how much time a person spends on a particular page.

Some website visitors spend a lot of time on a particular service or product page. This explains why they either want to know more or are undecided about their final choice. You should then initiate a conversation with them to promote proactive dialogue and speed up their decision-making.

You may use three more factors in addition to these to promote proactive live chat involvement.

• depending on the criteria for exit intent
• according to the URL's parameters
• based on the user data circumstance

3. Track Website Visitor Activity in Real Time

To engage with your visitors, you must now know what they are doing. In this case, real-time activity monitoring becomes crucial.

The visitor monitoring feature for live chat support services allows your agents to keep an eye on details like

• location on the planet
• visitors to a website in a number
• Keeping a close eye on the website
• Name and email address
• Device details

You can also see the page they came from and how many other sites they viewed while they were there. Live chat support services may offer proactive customer contact when you have access to this information.

4. Your Own Custom Eye Catcher Templates

Making your website aesthetically appealing is the key to success. This is done to boost website traffic and enhance visibility for your chat symbol.

However, make sure to tick both of these options when adding an eye-catcher to your website.

The eye-catcher would take up more screen area because it is enormous on your page. You must thus pay close attention to the eye-size catchers and ensure that they don't occupy too much screen space.

Two, the businesses that offer this service do provide templates that you may access right from our website. However, you must ensure they are not restricted to the ingrained behaviors. By changing them, you can make the eye-catchers seem and feel more in line with the overall concept of the website.

5. Monitor Chat Analytics to Identify Critical Improvement Areas

Another way to improve engagement during a live chat session with clients is to keep track of your mistakes. Thanks to detailed statistics, chat transcripts, and history, you can easily see where your conversations are losing clients and prospects for your business.

You may keep track of the success of your interactions with visitors in reports through comments and ratings.

If an operator has received negative feedback from visitors, you may look into their chat history and read transcripts to determine what went wrong. These scenarios may be used to train your operators and even in interview circumstances.

6. Make Announcements Regarding Events to Boost Attendance

Pay attention to creating notifications for upcoming webinar events or flash sales that encourage customer participation via live chat. Visitors should be encouraged to engage with your website or the chat moderators.

You can see from the image above that this notification refers to a meeting of business executives. Those interested in learning more about their new strategies can sign up for the event. To help such interested people, they have also added a button to register swiftly.

These mission-driven announcements help you create the necessary engagement so that you can convert interested prospects into paying clients for your business.

7. Be Quick in Sending Customers Pre-written Answers

You can also use prefabricated responses in live chat support services to increase customer engagement.

However, the interactions it may help you with could be a little different. Chat greetings and announcements will nudge visitors to engage with you, while canned answers will enable you to keep the conversation going with one visitor while managing others concurrently.

Operators will at least be able to manage several visitors while maintaining the caliber of the conversation, and they will help you to speed up response times.

8. Utilize the Chat Window’s Operator Picture to Continue the Discussion

You may consider including the operator's photo in the chat window to make your communication with the customer more personal.

When you add an operator's profile to your live chat support services application, you must upload an avatar and save the settings. If required, edit any current profiles that don't have an avatar. The visitor will appear in the chat window when the operator speaks with them. Such an effort will make your visitor feel like they are speaking with a natural person and make them comfortable enough to explain their problem in greater detail.

9. Route Chat to the Relevant Department

The chat routing feature is essential for keeping the conversation going. Many visitors would prefer to speak with a subject-matter expert. It is even more important to direct them to the right department in this circumstance since no one likes to wait around for too long for a response.

What you can do in such a circumstance is as follows.

When a visitor fills out a pre-chat form requesting to speak with a specific department, the operator can manually direct the discussion to that department or send it automatically.

Doing this can help ensure that consumers continue to be interested in your brand and eventually choose it.

Use Live Chat to Engage with Customers More

Outsource Live chat support services are being used for more than just customer service. On the other side, live chat offers a great opportunity to engage with website visitors and help them decide more swiftly.

You need a few techniques to use live chat support services for customer engagement, such as pointing customers into the proper department to keep the conversation going. You may also use pre-written responses to engage many individuals at once. Customize your chat button and attention grabber to get more people to join a conversation with your operators.

These live chat customer interaction suggestions are excellent, but you need similar software to implement them. If these strategies cause you to stop using your existing live chat software, think about switching to ProProfs Chat.

After learning how to engage clients through live chat support services, let's examine some of the frequently asked questions listed below.

How Can Active Engagement in Live Chat Produce More Leads?

Businesses today are gradually understanding how proactive live chat involvement produces leads that are simple to qualify. You can discover more about your tips when you actively engage with them. You have the chance to understand why they visited your website in the first place and why they contacted you for help. Because of this, operators will find it easier to propose a solution that motivates leads to make a decision.

How Can the Human Touch of Live Chat Increase Conversational Consumer Engagement?

Live chat support services, as opposed to chatbots, enable you to give the conversation a human touch. To give users the impression that they are speaking to a human, you may add an operator avatar to the chat window. Second, by using real-time surfing data while speaking with a visitor, operators may adjust the conversation's flow based on how they use the website.

How Can Feedback Increase Live Chat Customer Engagement?

Customer input is crucial to assess if the operators are acceptably communicating with visitors and customers; customer input is vital. Based on how the clients score each encounter, you may determine the factors that helped your operators and those they need to work on. This will highlight the precise areas where operators need training, and you may use this information to create customer service and engagement courses.

How to Engage Customers Using Live Chat

We now understand the benefits of employing live chat to boost customer engagement on your website. It's essential to consider how 24/7 live chat support services might increase customer engagement. This section will look at a few elements that could promote and make participation easier.

1. Salutations in Conversation

According to most live chat solution providers, the first element that may help you actively interact with your visitors is chat greetings or triggers. You don't have to wait for your visitors to engage in the conversation when you utilize chat greetings. Using a few guidelines and criteria, you may activate them on websites where users are most likely to engage with your business rapidly.

If you customize your live chat engagement message based on the page where you plan to place it, your engagement rate will immediately increase.

2. Announcements & Notifications

Announcements are another tools that live chat users use to interact with clients. You may use it for advertising upcoming sales, rebates, product modifications, etc. Even impending flash sales that start in a few hours or even now might be revealed. This will pique visitors' interest, making them more likely to click and examine the bargain.

3. Use an Eye-Catcher

The chat button's size may occasionally be too small for certain website users. Here is where the eye-catching component is used (literally, it does). These are pictures that make your chat window more noticeable to onlookers.

You should be aware that some applications, like ProProfs Chat, let you access pre-made themes for attention catchers. Additionally, if you desire, you will have the option of making more adjustments. So be sure you employ a tool that offers you both options.

4. Make Use of a Chatbot

Chatbots indeed increase the effectiveness of customer care. However, it also boosts online engagement since people can easily relate to your business. If nothing else, you may provide your customers round-the-clock support and ensure that those who need help with frequently asked questions get it straight away with a chatbot.

5. Use Chat Routing

It is the final tool you have to speed up communications with visitors. If your visitors arrive in the correct department on time, they will likely stay interested. This keeps the targeted team interested and helps them receive more insightful responses.

Conclusion

24/7 Live chat support services are a great way to engage customers and improve their overall experience. The challenge lies in finding out where to start for maximum impact. Live chats should be used strategically throughout the sales funnel to provide personalized solutions and build trust at every stage.

Live chat support is getting crucial to conducting business online. Research shows that 85% of customers are deeply satisfied with websites that offer live chat support services. In addition to customer satisfaction, an ICMI report indicates that live chat increases revenues by 48% per chat hour! So if you're interested in getting higher engagement and greater conversions, you'll need to seek help from live chat service providers.

In this article, we make a case for this stand and show you how live chat increases engagement and revenues. 

What would happen to your website without live chat support?

Before we understand how live chat support services help you, we need to understand how visitor-website interactions would unfold without live chat service providers.

Consider yourself to be a customer who's visiting a website – your website. You start browsing through the site. There's a lot of information to take in, and you're not finding exactly what you're looking for. You want help and directions to the page/content you seek. But there's no one around. Only a contact form or an email address listed on the page. Sure, you can reach out to the brand through these, but who knows how long it'll take to get a response.

You need this information urgently. Oh well, you decide. There's no point wasting your time here anymore, is there? And so, you exit the site and go in search of another one where it's easier to find information. Or at least a customer service agent online who can help you with what you need.

In truth, this scenario is more real and more common than you think. For example,74% of customers are more likely to switch websites and brands if they find the process of buying a product/service too confusing and cumbersome. In addition, 33% of customers give companies just one chance to make a positive impression with good onsite service. If you're able to meet their expectations, they abandon your site permanently. And on average, 95% of customers share their bad brand experiences with others, compared to just 87% who share good brand experiences.

Not having robust live chat support services on your website can lead to a tremendous amount of loss. You'll lose out on valuable lifetime customer patronage just because you did not choose live chat support outsourcing.

These 5 live chat support studies prove why live chat is instrumental to revenue generation.

Here are a few more reasons why you need to consider live chat outsourcing:

ATG Global Consumer Trend Study

This  study by ATG Global directly answers the challenges posed by the example we have given above.

The study revealed that 90% of customers found it significantly easier to find products and services when they had help in live chat support. Live chat service providers offered real-time inputs resolving customer questions and helping them find offerings well suited to their needs.

A study by J. D. Power

The study shows that 42% of customers prefer live chat support to phone and email support because of quick support. Live chat was found to be more human and more personalized compared to other forms of website support. In addition, customers felt more seen and respected through quick and responsive live chat.

Research has shown that efficient live chat service providers can resolve any customer query in under 42 seconds. By choosing live chat support outsourcing, you can ensure you deliver a personalized and fast experience to customers. In addition, it makes for a more memorable experience.

Polling by emarketer.com

The eMarketer survey showed that more talkative customers tended to buy more from websites that had a live chat feature. The survey revealed that, for almost 38% of the responders, the purchase decision was made on the spot thanks to the inputs of the live chat agent.

The survey also showed that 40% of responders who used live chat were more likely to purchase at least once a week from the brand. So, by opting for live chat outsourcing, you can encourage more prospects to visit your site often and convert faster.

A study by E-tailing Group

The study by the E-tailing Group shows that for 20% of the responders, live chat was the most preferred way of communicating with the brand. Compared to the just 54% of customers who regularly used live chat, approximately 59% of people frequently use live chat when visiting websites.

According to the study results, the respondents' customer demographic was mostly male between 31-50 years, college-educated and with high paying white-collar jobs. These were customers who spent significantly higher online compared to the median population. This indicates that live chat is one of the key factors responsible for big-budget spends online.

What's more, is that this survey shows, 62% of the respondents were willing to speak to proactive live chat service providers who reached out to them. When executed promptly, such proactive outreach can help shy or hesitant customers open up and do business with you.

Survey by eDigitalResearch

In a survey organized by eDigitalResearch,  it was found that 73% of customers were tremendously satisfied with live chat and many placed orders while conversing with their live chat service providers.

The reason for this, according to eDigitalResearch Commercial Director Derek Eccleston, is simple. Live chat removes customers' problem of having to wait on hold in telephone queues or automated field questions from bots, increasing the time they spend waiting around for support.

Instead, live chat outsourcing will ensure brands always have a team of customer service executives ready to assist site visitors whenever they need help. In essence, live chat achieves the promise of instant supply of information for an instant demand by customers.

These studies about the effectiveness of live chat support show us why live chat leads to a 48% increase in revenue per chat hour. It is because:

• Live chat support is quick and responsive.
• It makes it easier for customers to find the bespoke information, product or service they need.
• Live chat service providers are personal, friendly and empathetic to the needs of customers.
• It is an easy and hassle-free solution to prevent customers from sifting through lots of content on the website.
• Live chat service providers extend a warm welcome and a helpful hand to customers who may be shy or hesitant to contact the brand.

Contact WOW Customer Support for Live chat outsourcing

At WOW Customer Support, we are a reputed live chat service provider with extensive experience helping companies across industries. Our live chat support outsourcing service can help you provide quick and seamless online support to website visitors.

Our team is highly qualified and trained in handling customers from across geographies, and cultures. With our live chat support, you will be able to supercharge your customer service and create a meaningful and enjoyable website experience for your customers. Reach out to us to discuss your live chat support outsourcing requirements.