Today more and more customers are using powerful live chat features to communicate their needs and concerns to the company. Here comes the burning question:
What actually do the online customers want when they visit a company’s website?
This is a thing of major concern what customer support strategists and managers should plunge in in order to examine the real reasons behind the customers’ impulse to use the live chat platform, as compared to traditional support system of emails, phone calls, etc.
In this blog post, we are going to study how businesses can meet up the expectations of the visitors by acknowledging their core objectives of visiting their website.
- Getting my concern answered within the first interaction
The first thing support professionals should understand and bind with their job is: customer are busy people not looking to invest infinite attempts in communicating their concerns to the company. Today experienced and customer-centric companies are striving to provide the best solutions to all their customers within the foremost interaction. Around 88% of problems were catered only during the first communication when managed though the live chat medium, a data from StellaService states. While the stats for other mediums is quite different: 92% for phone calls and 63% for emails. The data is favorable for employing an effective live chat feature for a first-time answering for any resolution taken through a live chat.
Its obvious customers are looking forward to receive quality treatment right on the first interaction through a live chat window. In case the customer is required to wait for several times before getting their issues resolved, the business will lose its credibility, trust and make the customer perceive your support workforce as unknowledgeable and incompetent.
To cater the issue, ensure your chat support team is equipped with the right tool to facilitate a ‘first time resolution’. The best way to do this is by providing additional trainings to the agents pertaining the details of all the products, services, offers, processes and workarounds of the business. Create a one-stop knowledge base in order to encourage agents to acquire quick information. The acquisition of a reliable and detailed knowledge empowers the agents in dealing with customers in a confident manner and provide a real first time solution with little difficulty.
However, there are also instances where you may encounter a DIY-loving customer. This particular visitor calls for a tactful guidance where the agent can ask him/her to consult the knowledge base and obtain solutions for their problem, without actually serving as a ‘spoon-feeder’. Such customers are more of a self-serving type and independent-minded, they in fact provide agent the freedom to handle other live chat requests in the time saved.
- In the end, it’s all about meeting the customers’ expectations
Customers will navigate to your website for different reasons. Some may require issues to be resolved in the snap of the fingers, while some may be willing to talk at length, but want to obtain answers for their issues within the first interaction, while at other times the customer may be all easy-going by just reading polite and customer-oriented messages. Whatever the expectations, agents should incorporate the perfect workarounds in order to deliver an exceptional customer experience. So is it wise to add chat to your website? Absolutely yes, as this powerful tool serves as the perfect platform to cater the above customer expectations as well as helping the business in assessing the performance of the live chat agent too.
Whether the customers need help in choosing the right product, applying a discount coupon or raising a support ticket, they have a quick word with the chat executive and get it resolved instantly.
A good chat executive can make your brand stand-out with high customer satisfaction, while a bad experience can dent your brand value as well as sales.
Once you hire the right candidates through your selection process, you need to take these new employees on board.
It is essential to have an effective live chat onboarding program so that your live chat agents feel comfortable in the new environment and give their best possible output.
Importance of Effective Onboarding Program
A great onboarding program would help you increase employee retention as well as customer satisfaction because it: See more
