Chatting your way to customers and profits
May 18, 2011 | 1 comment
This post will be about live chat. After reading this we hope that you will have enough information to make an informed decision regarding Live Chat systems and get the complete lowdown on costs and benefits.
Let’s dive in!
So what do you need to know about live chat?
On the face of it a live chat system is simple to understand. You install it on your site, a viewer connects to it, starts a chat session with your customer service rep, gets whatever information he or she requires and then closes the session.
But there are a lot of gears and wheels turning in the background. A good chat system is
- Proactive, not reactive. It enables you to open up conversations with visitors who are browsing your website and otherwise might not have interacted with you.
- A lead generation channel. It ties in with your CRM software, keeping a record of past interactions with the prospect/lead/customer .
- Tightly integrated with your other customer support solutions.
- Mobile and does not chain you to your computer.
Let’s check out each one of these in detail.
This one is essentially salesmanship 101- paying attention to folks who are visiting your store.
Your live chat software should provide you information about the people looking at your site in real time. You should be able to see details like IP address, referring site, country of origin ,time on site, number of pages viewed etc. All this information allows your agents to open up a chat session, ask helpful questions and consequently increase the number of selling or upselling opportunities.
You won’t have chat sessions only with one person who then vanishes into thin air, never to return. You would get a number of repeat visitors who would want to chat with you. Many of them would be paying customers. Your live chat solution should let you save the transcripts of previous chats, tie them with a name in your CRM software and thus save time and improve customer service quality.
Quite often the first agent who responds to or initiates a chat won’t be able to solve the problem. That’s not a big deal . But it would be a deal breaker if the customer or the prospect has to go away without their problem being solved. So how do you prevent this from happening?
Simple. The chat software should make it painless for the operator to create support tickets, search knowledge base articles and the FAQ for relevant information or transfer the chat session in real time to the appropriate department so that the case can be resolved.
This one is a biggie. A good chat solution can come with all the bells and whistles and it won’t make a lick of a difference if you have to sit in front of the computer all day long, working on customer queries. This is especially important for small businesses where one person wears several hats.
The chat solution that you are looking for should be platform agnostic and let your attend to chat sessions as long as you have access to an Internet connection.
LiveHelpNow’s live chat solution has been awarded the Gold award by TopTenReviews two years in the row, beating 11 other platforms. It is an enterprise ready software solution that is also cloud based- you don’t have to worry about installation, setup and technical upgrades at all. You get all the robust features that has been mentioned above, and much more for only 21 bucks per agent per month.
Check out a video demo of the live chat software to understand how you can deploy it in your business. You are going to get some great ideas out of this demo.
You can also sign up for a no obligation 30 day free trial to test the waters- we will only need your name, your email, the name of the company and the URL to get you started.
Get more clients, close more sales