Once upon a time, businesses used customer support service phone numbers to help customers resolve issues. As time moved on, customer service also adapted email to work with their customers. Next came forms on websites, which made it easy for customers to send in support tickets. This was when things were easy!
This system of customer service worked for a time. However, as we’ve moved into the digital era, this type of customer service has become obsolete. As with most things that become outdated, technology has changed the way we shop, do business, and more. In addition, customers lead busy lives and need customer service to respond more quickly to issues.
You’ve probably found yourself in a telephone queue waiting to get help from customer service. As you wait, you hear the “pleasant” tune of muzak playing in the background. In another scenario, after emailing customer service, you sit back and wait for a response. In some cases, you may sit waiting for most of the day and still not hear back from customer service!
These are perfect examples of why cx needs to change and include live chat.
What is CX?
CX stands for customer experience, which includes all the customer’s feelings and perceptions of a brand’s products and services. In other words, CX is the customer’s relationship with the company, the company’s services, and even their customer service.
CX is important because a brand or business that provides a poor customer experience will not last long before going out of business. On the other hand, when a company or brand provides an excellent customer experience, they develop loyal, happy customers who will make future purchases.
Use Live Chat to Revolutionise Your CX
Live chat has quickly become a fast and easy way for customers to get in touch with a company. Why? Because customers can get an instant response! Remember that happy customers will remain loyal and come back for more!
As live chat continues to grow in popularity, more customers expect to find live chat on the sites they use. What’s more, CX can make use of automated systems that allow a customer to see when the next agent is available. Bots can also work as a live chat solution, as they help customers find solutions on their own. The goal of live chat is to help customers as soon as possible to avoid frustration and anger at waiting for a response.
While live chat is a huge benefit when applied, not many companies know how to implement live chat services.
If your business is currently in this situation, then don’t lose hope! We’ve put together some tips on how to improve your live chat CX!
1). Create the Right Expectations
Creating the right expectations is the first place to begin overhauling your live chat service. Customers want to know what to expect from your live chat. When customers know what to expect, they can better decide which customer support channels are the best fit. Customers also have the chance to determine if they can wait around to chat with an agent or not.
So, start by showing your agents’ availability. You can do this by giving customers the option to choose between an email (where they have to wait for a response) or live chat. With the email option, it’s best to let customers know about how long it may take before they receive a response. When the live chat is manned by agents, then let the customer know the hours agents are available.
In addition, it’s a good idea to list your company’s operating hours. You can also provide a link to your FAQs page for the most common questions customers ask. Finally, it can also be helpful to list any topics that can’t be discussed over live chat.
By letting the customer know their options for receiving assistance, you provide them with various channels and methods of communication. They can also access information to answer their own questions. Remember to keep the same information available on the appropriate site pages to meet customer expectations of how and where to find help.
2). Use Pre-Chat Forms
Pre-chat forms are very beneficial for the customer and the live chat agent. Pre-chat forms usually ask the customer for their name and to explain their issue. The information is then relayed to the proper chat agent, who has all the information to solve the customer’s problem more quickly.
You can ask for this type of information in the pre-chat form:
The customer’s name: helps to personalise the conversation and may even allow the agent to look up information to check on past orders and problems.
Email address: the email address makes it easier to find your customer in your CRM. What’s more, having this information means it’s easier to send the customer a copy of the transcription with the agent and/or other information the customer may need.
With pre-chat forms, it’s advisable to keep from asking for too much information right off. Otherwise, customers may feel their privacy is being violated and/or that the live chat is simply too complicated to use.
3). Make Sure the Live Chat Works Everywhere
These days, customers expect a company’s website to be available and responsive across a wide range of devices. Customers access company sites through smartphones, laptops, tablets, and even apps. With all these different methods to contact a business, customers have come to expect that live chat will be offered across all channels and devices, including apps.
So, it’s essential to ensure that your live chat customer service is available and works everywhere. The same live chat functions that are available on your website need to be available in the app, too. Otherwise, customers will quickly become frustrated and possibly lose trust in your company.
4). Look for Ways to Reduce First Response Time
One of the reasons customers choose live chat is due to the speed it offers. As a result, customers have come to expect faster response times in live chat to solve their problems. To make it easier and faster for customers, alleviate their frustration by:
- ïKeeping all chats in the same place as other types of contact, including emails, social, and phone contacts.
- ïUse a live chat system that sends customers to the first available agent.
- ïSend push notifications so agents can see when a new message is waiting. The customer can also be notified when the agent responds to their request.
5). Keep the Live Chat Branded
Make sure the visual elements of the live chat match your company’s branding. Branding ensures customers they’re in the right place and dealing with the right company.
What’s more, ensure the live chat’s language matches that of your branding. For instance, if you use a more informal tone, use the same type of tone and language in your live chat. This is another way to reassure customers they’re dealing with the right company.
Summing It Up
Live chat is becoming more popular with customers, which means they look for this service from their preferred companies. Unfortunately, many businesses are not doing a good job with their live chat. This leaves customers unsatisfied, which is bad CX.
Use the tips in this article to improve your company’s CX and revolutionise your customers’ interactions with your company!
Liam is a website designer and digital marketer based in Leeds, West Yorkshire. He spent a decade working within the charity sector before moving into the marketing space a number of years ago. Liam always strives to do something slightly different with every project and always designs to deliver results, not just pretty websites.