7 Best Practices for Delivering Superior Customer Support via Live Chat


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Adapted from Tricia’s Customer Service Success Blog. Learn how your company can use Live Chat effectively to improve customer support and the customer experience. Read more of Tricia's blogs at www.parature.com/blog.

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7 Best Practices for Delivering Superior Customer Support via Live Chat

  1. 1. 7 Best Practices forOriginally Posted onJune 7, 2012 by Tricia Delivering SuperiorMorris Customer Support via Live Chat
  2. 2. Live chat’s bubble is on therise in 2012, according to anew study of more than 2,000US and UK online shoppers. 1 in 5LogMeIn and the e-tailing Customersgroup have released the prefer LiveFourth Annual BoldChat Life ChatChat Effectiveness reportwhich shows one in fiveshoppers prefer online chatover any other communicationmethod.
  3. 3. This growing affinity for live chat 77% said mirrors a 2010 Bold Software that live survey that found that once a chat shopper used lived chat, more than two-thirds of these positively consumers actively look forinfluenced website that provide it. In their addition, 77% of those who used attitude live chat agree that the channel positively influenced their about the attitude about the retailer who retailer offered the channel.
  4. 4. The delivery of live chat has a lot to do with its successhowever. Featured here are 7Best Practices for offering a superior live chat customer experience:
  5. 5. NUMBER ONEOFFER CHAT INCENTIVESIf live chat is a new offering, provideincentives to encourage early adoption. Ina 2012 study, 80% of shoppers said that afree shipping offer would encourage themto use live chat services instead of email orphone, while 74% said an invitation with aspecial purchase discount wouldencourage them to start using live chat.
  6. 6. NUMBER TWOCUSTOMIZATION MATTERSMake sure chat buttons and windowsmatch your organization’s branding and arevisually inviting and appealing tocustomers.
  7. 7. NUMBER THREEEXTEND AN INVITING INVITATIONThe best invitations to chat featurepersonalized brand messaging and addressthe specific interests of the customer or theactions they are taking in a particular sectionof the site. Custom invitations have beenproven to greatly enhance response rates.Make sure your chat offering is in a prominentlocation on your organization’s website.
  8. 8. NUMBER FOURAGGRESSIVE CHAT POP-UPS ARETYPICALLY A TURN OFFConsumers should have the ability to closeor decline a chat pop-up invitation.Aggressive live chat pops are typicallyfound to be intrusive and annoying;consumers prefer chat options that theyare able to initiate on their own terms.
  9. 9. NUMBER FIVEGOOD CONVERSATIONS CARRY A LOT OF WEIGHTBest practices for live chat include a friendly,informal tone. If your organization offerscanned responses, try to reword them so thatthey don’t sound canned. But, an informaltone doesn’t mean giving up good grammarand punctuation rules. A lack of propercapitalization and punctuation has beenproven to slow reading and cause confusionfor consumers.
  10. 10. NUMBER SIXDON’T MAKE THE CUSTOMER WAITMost CSRs are engaged in multiple chatsessions at one time with differentcustomers. The key is to never let thecustomer know this. According to theFourth Annual BoldChat Life ChatEffectiveness report, 89% say the speed ofagent response and talking with a realperson are critical for success.
  11. 11. NUMBER SEVENKNOWLEDGE IS KEY93% of chat users agree that theproduct and service knowledge by thechat agent is the most importantelement for a successful interaction.Agents must know their stuff when itcomes time to chat with their web-savvy customers.
  12. 12. MORE CUSTOMER CARE CONTENTYOU MAY BE INTERESTED IN• Live Chat’s Bubble is On the Rise in 2012• The 6 Worst (and Best!) Phrases in Customer Service• 5 Reasons Why It’s Time for Companies to Chat• Deliver Superior Online Customer Service with Parature Chat FIND THIS CONTENT AND MORE AT http://www.parature.com/blog/