Web chat solutions like LiveChat, Userlike and Olark strengthen the customer experience and are the perfect compliment to your cloud call center software solution. They offer customers a direct digital line to agents so they can reach out to your company when they can’t use their phone. As such, if your team is looking to offer another channel to your customers to reach out to your team in addition to voice – web chat is a good place to start.
Here are three advantages of using web chat in addition to your call center software solution:
By tracking agent interactions with customers using your metrics dashboard on your web chat solution, you’ll be privy to a wealth of knowledge that can give you a competitive edge:
This information allows you to see which pages were visited by users before they began a chat. It is a helpful metric in designing auto-invitation chat guidelines or directing agents to proactively reach out to customers. It can also provide insight into recurring customer problems or difficulties.
This data is crucial in evaluating agent performance as well as determining which locations may result in customer confusion (i.e., pages on which users spend an inordinate amount of time, and then require agent intervention). The acceptance rate of rep-initiated chats can be analyzed to establish an agent’s skills in regards to chat-initiation strategies, targeting and outcomes.
This figure informs you of how agent interaction is influencing sales and can indicate where training is needed. By determining sales conversion percentages, companies can decide if goals are being met and how the customer experience can be optimized through upgrades or sale suggestions.
Customer feedback can never be underestimated when it comes to boosting satisfaction and, ultimately, profits. By using positive customer experiences as a template to fine-tune your service and negative experiences to correct discrepancies, web chat analytics enable companies to perfect their approach to interacting with customers and prospects.
Automating chats allows customers to feel that they’re conversing with an actual agent – without tapping any of your company’s resources. By effectively servicing customers on hold or initiating customary conversations, canned replies are useful and can save teams time, but should not be used to replace the personal touch. Agents must be trained to customize each chat to the customer after they pick up where the automation left off. Presenting customers with agent info, such as photos, biography or contact information can enhance the sense of accessibility. As such, when leveraging automated chats to streamline workflow, make sure the chats are optimized and your team is trained how to jump right in with a personalized touch.
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A great advantage of web chat solutions are that they can easily have the look and feel of your brand. Branding reassures clients that they’re dealing with a name that they know and trust. Your web chat is no exception. The following are some tips on how to maximize customization of your web chat solution:
The chat window skin you choose should represent your company colors, logo and fonts. CSS customization is available for advanced personalization so the chat window is on par with your brand’s style and sophistication.
Personalize your greeting so customers can put a face with the brand name. What is the approach and demeanor of your team? This should be reflected in your greeting.
Limiting the complexity and design of your web chat page will not distract from the task at hand — affording an optimal customer experience. Using buttons or tools that reflect the trademark will augment a customer’s recognition of the brand.
By expanding your web chat’s real-time potential, you can maximize agent performance and customer satisfaction — no small feat in the increasingly complex field of online sales and customer service. By keeping customers engaged and guided, web chat is the perfect compliment to your call center software solution.