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Tips to get the most from your Website Chat Software
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28 January 2015

Gemma Baker

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Tips to get the most from your Website Chat Software

Businesses that choose to invest in website chat software are already giving themselves a significant advantage over their competitors in a crowded marketplace.  However, for those using website chat software, it’s vital that proper training is given to make the most of this investment. 


So what can you do to make sure you get the best of both worlds?

Learn when your customers need help


One of the real advantages of website chat software is being able to proactively offer your users online help.  This could be at the checkout, searching for a specific product or offer, a query about delivery options or simply help navigating the website.  Ensure your staff are fully equipped to monitor and understand the users on your site and when to proactively approach customers.

Special Offers


Customers can’t all be expected to know upgrade offers, discounts or delivery offers.  Empower your staff to prompt users providing these deals.  You won’t be missing out by providing something slightly cheaper or better – you will be giving your users a good feeling about your brand and your business.

Be Polite


It might seem common sense but it’s really important for customer service staff to be polite and courteous to online users.  Help them promptly and be discursive where necessary – users will be thankful for a pleasant interaction and are much more likely to pass this good feeling on via social media or via friends and family.  Politeness always goes a long way.

Listen to Customers


Make sure that your staff listen carefully to queries about products or exchanges and empower them to be able to solve them.  This might mean a callback or slight delay while data is checked or validated but, again, a successful resolution to the problem will enhance your brand building exercise.

Good English


Although not every customer will necessarily appreciate good English, it’s still good practice to ensure that your staff use good grammar and good written English.  It certainly is appreciated by many online users.

Transfer the Chat


One of the great technical aspects of website chat software is the ability to transfer chats.  Encourage staff to use this if someone else is more equipped to answer the query.

Click4Assistance has been providing website chat software to businesses since 2004.  Speak to our team about your requirements.  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.