28 January 2015
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.
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.
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.
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