Using Live Chat to Improve Customer Service and Increase Customer Satisfaction

In a customer service world of instant-gratification, buyers want answers as soon as possible. Providing this real-time engagement via live chat helps to decrease the likelihood of them leaving your website for a competitor, writing a negative review, returning a purchase or canceling a subscription. But merely adding live chat to your site isn’t enough �� you must make sure your team and tools are aligned to ensure the highest levels of support.

This is the best way to deliver high-quality customer service. Buyers expect a reply within minutes, but it’s not always realistic to have all of your agents available at once. A chatbot can help you meet these Live chat needs by answering common questions, directing customers to the right information, and even resolving some issues on their own.

If a visitor has a question, they can start a conversation with you on your website through an easy-to-use chat widget. They can then wait for a representative to respond, which typically happens in less than a minute. When a rep does reply, they can answer any questions the visitor has and provide additional information as needed.

Then, once the conversation is over, the agent can send a transcript of the entire chat to the visitor. This can then be used by the visitor as a reference, helping them remember details of the conversation.

Another key element of a good chat experience is keeping the customer informed about their status. If the chat is busy, it’s helpful to let them know when they can expect a response so that they don’t get frustrated or feel like they are being ignored.

This can be done by proactively asking if they need assistance, or simply letting them know how long they can expect to wait for a response. It’s also a great idea to offer them a range of options for getting in touch with you, including email, phone or social media.

A chatbot can help you meet these needs and increase your overall customer satisfaction by helping to resolve issues and reducing the number of times that a visitor will need to contact you again to get the answers they need. This can save you valuable time and money that would otherwise be spent on processing returns, resolving simple issues or contacting customers to find out more about an order or problem.

Customers will value this type of personalized experience and are often willing to pay for it. By taking the time to use their names, understand their preferences and history and ensuring that all of your representatives are trained to be able to answer their questions effectively, you can create a positive customer experience with live chat that will help to improve your reputation and keep your customers happy.