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A customer visits your website, brimming with questions but short on time. They don't want to wait on hold or navigate a maze of phone menus.
What if there was a way to connect with them instantly, answer their questions directly, and turn them into a loyal customer?
Live chat customer support is that solution. It's revolutionising how businesses connect with their audience, offering customers a faster, more convenient experience and a powerful tool for companies to boost sales and build stronger relationships.
In this blog post, we'll delve deeper into the world of live chat and explore the many benefits it can bring to your business. We'll also uncover why a whopping 63% of customers prefer live chat over traditional support methods.
What is live chat customer support?
Live chat customer support allows prospects to connect with the business through their websites and get answers to their queries instantly.
Back then, customers had to send an email or call to connect with the customer support team. They even had to wait sometimes to get an appropriate answer from the other end.
But now, with live chat customer support, they can easily have real-time conversations with support teams. Using live chat, customers can send their queries and get an instant reply from a support team representative. For example, look at how Amazon customer support live chat is making lives easier for e-commerce customers.
Benefits of live chat for customers
Immediate assistance
No one likes to wait for hours for an answer. If your business is still sticking to that only email or a call support system, why not add to your customer support strategy? You can utilise live chat support software to handle the queries of your customers immediately. It not only helps your prospects but also boosts the reputation of your company.
Convenience and accessibility
With live chat, a convenient widget appears directly on your website. Customers can click it anytime, anywhere, to connect with your team in real-time. This eliminates the hassle of searching for contact information and streamlines the support process for a smoother customer experience.
A personal experience
Live chat goes beyond just answering questions. It empowers your team to personalise the experience for each customer directly. Imagine using a customer's name, referencing their browsing history, or offering tailored recommendations. This creates a warm, welcoming environment that fosters stronger relationships and can ultimately attract new customers who crave that personal touch.
Benefits of live chat for businesses
Increased efficiency
Manual support systems need more manpower. However, live chat customer support allows agents to simultaneously attend and manage multiple chats. There are live chat software like Trengo that brings Twitter customer support live chat and Skype customer support live chat all under one roof.
Cost-effective
According to research, phone calls are twice as expensive as compared with live chat conversations. Live chat customer support saves the costs of having a landline, a dedicated phone number, and connectivity bills.
Data collection and insights
Live chat opens a two-way street for valuable customer data. During conversations, you can see their activity on your platform, revealing peak engagement times. This goldmine of information allows you to reach out to targeted strategically upsells when they're most receptive, increasing your chances of a successful conversion.
Setting up live chat on your website
Choosing the right platform
Live chat is a fantastic way to connect with your website visitors in real-time, answer their questions, and provide exceptional customer support.
But how are you going to select your live chat software? The following checkboxes can help you choose an ideal live chat customer support software for your business.
- Unified inbox: a good live chat software helps you manage chat, email, and even social media conversations from a single inbox.
- Seamless integrations: it should also integrate with your business tools for a better streamlined flow.
- Customisation options: customisation helps match the live chat experience with your brand and website design.
One of the live chat tools with the above features is Trengo. It is easy to install, learn, and manage.
Integration and customisation
Adding live chat to your Trengo account is a actually really easy. Here's how:
Create a live chat channel:
Step 1: Go to Settings > Channels > Website chat.
Step 2: Click the plus icon to create a new channel.
Step 3: Give your live chat a recognisable internal name. (This is for your team's reference only.)
Step 4: Set your business hours to let customers know when you can chat.
You can optionally choose a notification sound, a colour for the channel, and an email address to receive alerts about new conversations.
Add live chat to your website widget:
Step 1: Navigate to Settings > Settings > Web widgets.
Step 2: Select the website widget you want to add live chat to. (If you haven't created a widget yet, you'll need to do that first.)
Step 3: Click on Live Chat.
Step 4: Enable the live chat feature and select the channel you created in step 1.
Training your team
Now that your live chat is set up empower your customer support agents to use it effectively. Here are some training tips:
Product knowledge: ensure your team has a thorough understanding of your products or services.
Communication skills: train your agents on active listening, clear communication, and handling various customer situations.
Trengo functionality: familiarise your team with Trengo's features to navigate chats, collaborate with colleagues, and resolve issues efficiently.
Best practices for live chat customer support
1. Proactive chat invitations:
Don't let your customers get lost! Proactive chat invitations can help you engage website visitors at the right time and offer relevant assistance. Here are some strategies:
Time-based triggers: invite chats after visitors spend a certain amount of time on a specific page (e.g., product page, FAQ section). This suggests they might need help navigating or have unanswered questions.
Exit-intent triggers: as visitors move their cursor towards the browser tab to leave, a chat window can pop up offering last-minute assistance or special offers.
Behaviour-based triggers: track visitor behaviour on your website. For instance, if someone abandons their shopping cart, a chat can offer help completing the purchase.
2. Response time
In a live chat customer support service, speed is key. Here's how to achieve quick response times:
Staff scheduling: ensure adequate staff is available during peak traffic hours to handle chats promptly.
Pre-written responses: create templates for frequently asked questions to save time while maintaining a personalised touch.
Internal collaboration: utilise features like chat transfer within Trengo to connect customers with the most qualified agent for their specific needs.
3. Personalisation
Customer data integration: utilise Trengo's integrations to access customer data (e.g., purchase history) and tailor conversation starters or recommendations accordingly.
Agent avatars and names: adding a human touch with agent avatars and names can personalise the interaction and build rapport.
4. Multitasking
Juggling multiple chats at once requires skill. Here are some tips to manage your workload efficiently:
Utilise canned responses: Leverage pre-written responses to address common questions quickly while focusing on complex inquiries.
Set expectations: Inform customers of your estimated response time, especially if you manage multiple chats simultaneously.
Leveraging AI and chatbots in live chat
Live chat customer support is all about saving time for both you and your customers. Speedy answers empower them to make quicker decisions, leading to faster growth for your business. But why stop there? AI chatbots can take things to the next level.
Imagine automated assistants readily available to answer common customer questions, 24/7. That's the power of AI chatbots. They handle routine inquiries, freeing your team to focus on complex issues requiring human expertise. This seamless blend of technology and human support elevates your customer service to new heights.
Common challenges and solutions
Handling high volume: during peak times, you might experience a surge in chat inquiries. To manage the workload effectively, you can leverage features like chat queuing and priority setting in Trengo.
Maintaining quality: while AI chatbots can be helpful, ensure they're programmed with accurate information and clear communication styles. Regularly monitor and update chatbot responses to maintain high-quality support.
Frequently asked questions
1. Can I use live chat for customer support on my website?
Yes, live chat can be integrated into most websites to provide immediate customer assistance.
2. Why can't I see the live chat option on my website?
Common reasons include integration issues, software settings, or browser compatibility.
3. How can I train my team for live chat support?
Provide comprehensive training on using the software, handling multiple chats, and maintaining quality service.
4. How can I use chatbots in live chat support?
Implement chatbots to handle routine queries and free up your team for more complex issues.
A live chat will help you half your response time
Live chat customer support can help you develop a better connection with your customers and incoming leads. It can also help you prevent your customers from leaving your website, increasing the chances of conversion. Customers also love the instant communication live chat brings to the table.
Is your business utilising a live chat widget for your customer service? Get one with Trengo now!
