A Forrester research show that a lot of online consumers want help from a live and real person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer.
Proactive chat can provide this kind of customer support, ultimately achieving multiple business goals for eBusiness professionals, including reducing abandonment, improving conversions, and driving customer satisfaction. Implementing proactive chat can be a complex process that requires aligning multiple business areas.No matter which service or support channel a customer chooses – the customer experience must be positive. Web chat has many benefits for the customer including the ability to multi-task, which is a welcome advantage for people with busy schedules.
However, the customer’s experience can be less than favorable if the live chat agent uses too many scripted lines, fails to personalize comments, or asks questions irrelevant to the customer’s need.
Pay attention about this 10 tips:
Consider these four best practices when implementing live chat and you’ll see happier customers, to reduced cost of operations and improved profits.
To understand what are the guidelines to follow when you want to provide a live chat service, below you will find small tips to maximize their effectiveness.
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