Live Chat Software is being used by the online marketer, call & contact centers, institutions, automotive dealer, and so on as the customer service. It is already being the help desk front provided by the related producer. This thing means that the customer’s experience is number one. Therefore, there are several tips that the producer must know in utilizing Live Chat Software in order to give the best experience to the customer.
First, do not let the customer waiting. If the customer just sent the message and he does not get the answer in a couple of time, he then would leave the site. It means the producer lose the sale. The solution is when the producer is step away from the computer, just turn the status into “away”, and change it back when return.
Second, offer the customer with the Call back service. Due to some reasons, if the producer cannot be in front of the computer in 24 hours, just provide a Call back service to the customer. It will let they know that the producer cannot answer their question right in the moment and will call them back when the producer ready.
Third, the Live Chat button has to be obviously visible. It is going to be useless if the customer does not know that the producer has already provides a Live Chat Software on the site. So, just make the button obvious.
Fourth, use the pre and post chat survey. It is really useful for the producer to get many valuable information from the customer. The producer can get much information about the website product variety, service quality, and customer experience trough this survey.
These information can be used to fix if there several things that have to be fixed. And the last, pay attention to the FAQs and build the list of it. Usually, the questions that customers raised are similar to each other. Therefore, it will be so much easier if the producer has already prepares to answer it. And by making the list, the producer can also makes the list of the answers and no longer has to type that same answers time to time