The expectations from a business of any size today is to meet customer demands immediately, in some cases, even before customers can think of their request. Long waiting time, whether in a queue of a traditional store or for package delivery and then a lack of instant support, is a frequent inconvenience for many customers and a cause for the complaints.
As a startup or a small business, your business plan is most likely focused on delivering the best customer experience and gaining a competitive advantage in your niche. The importance of providing excellent online customer service is no longer an offshoot of a company’s interest but a primary motivation for success. The key to achieving a high customer satisfaction score is effective communication, for which live chat is an ideal digital solution.
But live chat software can be more than just a simple chatting tool.
Are you interested to know more?
Let’s dive in.
For companies of any size, a website is the online representation of their brand. After all, that is where most customers will go next when they come across the company’s products and services—for this reason, acquiring a tool that the consumers can conveniently use to contact the service representatives while browsing is a significant asset.
Live chat changes communication from a tiresome process of picking up the phone or writing an email to an instant messaging platform. Hence, it requires the customers’ lowest effort to receive the answers to their questions with just a click of a button.
How and where the small chat button appears on the website is based on the user’s preferences. Generally, it is embedded on the pages that generate the most traffic. A checkout page is a great option, as that is where the bounce rate frequently occurs.
The design options for the button are extensive – from the animation to the type and style. All predesigned templates are available for personalized customization in the gallery. If you cannot find the style that suits you, you can create a custom one by uploading an image or writing your HTML code.
Some companies abandon the human element of their communication platforms for the sake of automation. And even though live chat does support automation of many kinds, rest assured that there is an actual human agent on that other line. And isn’t that what makes the whole experience more personal?
At this point, what’s going through your mind is probably something like: “This is all well and good, but why do I need one?”.
Well, keep reading to find out.
Convenience and ease of use are two components that tick the boxes for the customers’ idea of a reliable company. Not many customers would keep their interest in purchasing a product or procuring a service if the poor customer service disrupted their buying experience. Not to mention the probability of negative feedback that can hamper the company’s reputation.
Phone and email support are not obsolete communication channels. Quite the opposite. However, the numbers show that 79% of customers prefer to chat with agents because of its immediacy compared to other channels.
Strategic budgetary planning is crucial for any business, but it goes double for small companies and startups. Implementing live chat in your customer service represents one of the best ROI as it is considerably cheaper and results in lesser expenses. Even on a small budget, you can acquire a limited but still highly effective chat tool for free. Your customer service operators will be able to coordinate multiple chat conversations in real-time, saving valuable time and resources for the company. That allows you to switch your focus on optimizing and crafting a sustainable sales and marketing strategy.
Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them.
A business that puts customers first is a business that recognizes how valuable customers are. Relationship marketing acknowledges that building a long-lasting connection with customers is less expensive and generates more revenue. But to the companies that are only starting, the more critical factor is to attract and convert leads and prospects into regular, paying customers.
Although startups and small businesses often get lumped together, their goals are not the same.
Live chat can be utilized in three distinct stages of the customers’ journey, that empowers the support teams of both Startups and SMBs and caters to their specific targets:
Agents should focus on how to handle different points of conversation and follow the rules of online etiquette.
Online communication allows flexibility and creativity to a degree. It is especially evident when it comes to canned responses and predefined answers. These short texts are part of one bigger script, but they can be tailored for each different situation and conversation. It reduces the need to type in each response manually, especially to the frequently asked questions.
Agents can develop several responses that can be stored, shared, and used as templates across the departments. Therefore, no matter which department or team member the customer will converse with, the right tone and language will be consistent across the board.
A non-conventional way to use live chat is for training purposes. Chat software is mainly used to communicate with external customers, but it can also be used as a communication tool for the internal ones – the employees.
Looking for new employees can be a daunting task. But it goes both ways. The potential candidates will have some questions that the simple job description post cannot cover. Business owners and recruitment teams can use live chat to ease the onboarding process.
Live chat is a great tool to use in cross-departmental communication and engagement. Therefore, it can be instrumental in training the staff. Each department can have one or several internal chat groups to provide quick support to individuals or teams.
When you sign up and receive access to your account, integrating a live chat widget to your website is done by simply copying and pasting a short HTML code—no need to download any additional software. If you wish to integrate with third-party software or an app, it is fully supported.
Receiving numerous inquiries from all sorts of different platforms can pose a considerable security concern at an all-time high. Anyone who wishes to establish a strong online presence must take the necessary steps to protect themselves and their customers.
Still not sure if the live chat is the right tool for your company?
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Live chat is a digital communication channel activated by clicking on a small chat widget embedded strategically on the website. The design of the button is based on the user's or company's preferences.
Live chat provides customers convenient access to support agents without the need to leave the website. Companies can use a free chat tool with limited features even on a small budget but still deliver instant online support.
Utilizing live chat and its features during the three distinct stages of the customers' journey can empower both Startups and SMBs to grow their business, modify their strategies and reach their individual goals.
Agents should focus on handling different conversation points and following online etiquette rules while keeping their professionalism and human touch.
Not only can live chat be a highly useful communication tool for external purposes, but recruiters and employers can utilize it internally for onboarding and training processes.
No need to download any additional software, live chat is immediately accessible after signing up. Integration is done by copying and pasting a short HTML code.
Anyone with a goal of a strong online presence has to take the necessary steps to ensure the protection of its business and customers. For that reason, LiveAgent has implemented various security features: BAN IPs, 2-step verification, HTTPS Encryption, Multiple Data Centers, GDPR.
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