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Tips and Tricks for Using Online Chat Software
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10 February 2015

Gemma Baker

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Tips and Tricks for Using Online Chat Software

Online chat software is a great investment for businesses serious not only about its customer service but also one that is focussed on increasing sales and leads.  When a site has the option of online chat software available, the live chat operator is often the first port of call for a customer seeking advice or who has questions prior to making a purchase.  


Online chat software puts the agents or representatives directly into the sales process and it’s vital they are trained sufficiently on products and services questions to be able to answer queries adequately.

So what can a live chat operator do that will influence prospective clients or what can a business do to better equip operators?

Customise the chat screen
The top online chat software is highly customisable so that it can mirror the look and feel of not only the website but the brand of the business.  Ensure that the chat box and the whole chat process mirrors your brand so as to project a professional and business-like image.

Being human
Online chat software works best when it feels like a human interaction.  Users might be sceptical as to whether they are talking to a real person when they chat online so make sure each live chat operator has his or her image displayed – making it professional but informal too and ensuring that there is a human feel to the process.  Live chat operators should also be trained to keep the chat professional but also being discursive and friendly to potential customers – just as a store sales person would be if you were shopping in the High Street.

Good product knowledge
Online chat software operators should exhibit a thorough understanding of the product range and be able to advise in an extensive way to all customer queries including technical queries if necessary.  If you don’t know the answer be sure to pass the query onto an operator who does – keeping the user in the loop and in a continuous process so as not to keep the customer waiting.  Having a good product or technical knowledge also means users will come back to the site if they have further queries.

Be reasonable
If you have special offers running or a product that is cheaper and fits a customer’s budget better, be sure to offer that information to the customer.  The customer will be thankful for you not trying just to sell the most expensive item available and will be more likely to become a good brand advocate for your business.

If you’d like to find out more about Click4Assistance’s extensive price plans with fully customisable online chat software click here for further information. 



WE HELP BUSINESSES COMMUNICATE

UK providers of live chat software and online communication tools to a range of industries, we offer a cutting edge, resilient and proven live chat solution backed-up with first class support and advice.

FIND OUT MORE

Photograph of the Author

BLOG ARTICLE AUTHOR: GEMMA BAKER

Gemma is a Marketing Executive for UK web chat Provider Click4Assistance, with a range of knowledge in live chat software and customer engagement channels, customer service methods and improving online business.






WE HELP BUSINESSES COMMUNICATE

UK providers of live chat software and online communication tools to a range of industries, we offer a cutting edge, resilient and proven live chat solution backed-up with first class support and advice.

FIND OUT MORE

An image of the Author

BLOG ARTICLE AUTHOR: GEMMA BAKER

Gemma is a Marketing Executive for UK web chat Provider Click4Assistance, with a range of knowledge in live chat software and customer engagement channels, customer service methods and improving online business.






SMALL OR MEDIUM SIZED ENTERPRISE

Cost-effective live chat software, proven to increase lead generation and customer satisfaction. Easy to implement and customise, the solution supports your business out of hours with the ‘leave a message’ feature.

CORPORATE ORGANISATION

Integrate our compliant solution with your existing systems for a seamless implementation. Intelligent chat routing ensures multiple department capabilities. Measure your ROI and monitor operators’ KPI’s with the Advanced Reporting Suite.

THE PUBLIC
SECTOR

Increase productivity, reduce resource costs and improve customer satisfaction by answering multiple enquiries simultaneously with live chat software. Mitigate budget restraints, support digital transformation and help customers during online processes.