14 May 2015
Add live chat to your website to optimise staff resources
You can optimise your staff resources if you add live chat to your website in many ways. The biggest impact of adding live chat to your website can be experienced among your support staff. You must have observed how all the time they are busy handling phone calls and replying to email queries.
A typical call centre is a scene of chaos. The problem is exacerbated when you need more staff but you don't have financial resources to employ new people. Efficiency suffers. Customers and clients are frustrated. Your staff members get shouted at. Sometimes all hell breaks loose simply because your staff cannot handle the number of queries and questions pouring in. If you add live chat to your website, all these problems can be so easily avoided. More about this later on.
Improve your staff performance – add live chat to your website
Are you wondering how you can improve staff performance if you add live chat to your website? Our chat software allows your visitors to leave feedback once they have had an interaction with one of your staff members. Every chat transcript is saved using 256-bit encryption technology and these transcripts are available to you or your supervisor. You can routinely go through the transcripts to find out how particular customer queries were handled, how fast the issues were resolved and how in general was the experience provided to your visitors, customers and clients. When you add live chat to your website from Click4Assistance you can also find out if the same question was coming up from the same customer during multiple chat sessions and your support staff was somehow unable to handle the problem.
After the chat session there is a brief chat survey that is offered to your visitor. It is not mandatory, but it has been observed that people don't mind filling in a few details when they know that this can help you improve your service.
Using their response in the chat survey you can make great improvements in the way your staff handles customer queries and interactions.
Add live chat to your website and handle more queries even with limited staff
Do you know that a single chat agent can handle 3 chat sessions simultaneously? This is because in more than 90% of the cases, people interact through text chat (even when video chat is available). Interacting through text chat means people take time to write down their responses and then submit those responses. They even take time to read the feedback coming from your side. This takes some time. In the meantime, visitor in another window can be taken care of and while interaction within that window is taking place, the third window can be handled too.
Can this happen if you mostly use phone? No way. Multiple telephone calls cannot be handled simultaneously. Your support staff can handle one phone call at a time. You can't even imagine how many calls you must be missing.
What about email? Although email is less hurried compared to a telephone call, you can reply to one email at a time. No matter how fast someone can type a response, while that response is being prepared, multiple emails are already waiting and while they are being processed, more emails are coming up.
Add live chat to your website and instantly double or even triple your staff performance
What happens when you add live chat to your website? Since three visitors, customers or clients can be taken care of simultaneously, it is like you have immediately hired two more people without incurring the extra cost of hiring two more people.
The efficiency of your staff improves tremendously because they are no longer being inundated with phone calls and email queries (we don't mean to claim that they will stop altogether). Chat happens in a more relaxed manner. People normally write and then submit their responses on both the ends. It rarely happens that something is just blurted out in the heat of the moment. Once the person on the other side is processing the information that has been provided, your chat agent can take care of another query.
Handling of the documents also becomes quite easy. Instead of asking people to email important documents, they can be accepted via the chat interface. So all the documents are always attached to particular chat conversations and they can be immediately retrieved as and when needed.
On our blog and elsewhere on the website we are constantly writing about how you can improve your sales and customer engagement if you add live chat to your website, you can also improve the performance of your staff members by reducing their workload and providing them a better way to communicate to your visitors and customers and clients.