When you become a part of the digital world, your customers would be better able to benefit from your products and services. One way of providing excellent digital service is connecting with them via live chat.
An important advice that we can give you at this stage is to go for software like Kayako’s website chat support software so that you can fully benefit from the tool. Let us move on to the different ways you can enhance your customers’ live chat experience.
Live chat of your company should not give any customer mixed signals i.e. it should be clear about the intentions of the company. One of the main things that a customer has an expectation about is that he/she will get an immediate response from the live chat. If you do not have employees who man the position all day long then make sure that the live chat option does not even appear when there is nobody who can respond back to clients.
Short Response Time
This point concerns the time of the first response. There are many companies that do not reply immediately whenever a customer’s message comes in for the first time which is a mistake. You need to realize that a customer contacts a live chat agent when he/she wishes for immediate help. It is your duty to make sure that an employee responds back to the customer without any delay, especially to a new customer as this will build a relationship.
Inject Brand Identity
It might be unbelievable for some but customers enjoy having a conversation which connects them to the live chat agent. A clever idea is to integrate your brand’s identifying quality in the conversation which can be achieved via how the agent converses.