One of the possible reasons why people do not buy products from a business is bad customer support. Bad customer service does two things. The first is that the customer drops out in the middle of shopping, and the next thing that happens is that he moves to the competitor who can offer better support. The worst case scenario is that this very unsatisfied customer will tell other people about the poor customer service that your business provides.
Gaining a negative reputation among your customers is the last thing that you would want to happen to your business. If you have a chat service for website to deal with the buyers’ questions, it should effectively serve that purpose. Here are the things that you should do to maximize your use of a live chat service.
The Internet allows you to save customer profiles along with transaction histories and shopping durations. All the previous information that you gleaned from a customer will tell a lot of things about that customer’s unique preferences and buying attitude. If you don’t have such information yet, a pre-chat form will help.
Customers would like to converse with representatives as long as the latter are capable of providing answers, but making the customers repeat themselves after waiting will surely lead to ranting.
Do It Quickly
Customers hate having to spend a lot of time on chat, especially since they prefer chatting over making phone calls so that they can multi-task. Making them wait too long for resolutions to their problems will make them leave your site and go to your competitor’s.
React as Humanly as Possible
Canned responses are made available to save time, but using them too often can have disastrous effects. One of them is that the customer may think that he is not dealing with a live chat representative. Also, the canned response may not sufficiently answer the inquiry as customer concerns are expected to be diverse and sometimes unexpected.
Human response also entails active listening (or reading, in this case). A lot of customers feel frustrated that the representatives attending to their concerns do not seem to understand the concern at all and insist on giving solutions that are impractical or even impossible for them. Make it a point that answers are provided in one session, even if the concern has to be escalated. If not, offer a call back or email.
Make Your Chat Service for Website Available
This may seem obvious, but customers complain about chat service for website that is often offline. If your customer support is almost always unavailable and your website does not have enough information for buyers, no one may want to buy from you.
Tags: Chat service for website, Customer service, Live chat, software
Apexchat specialized in Chat service for website.
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