In today’s competitive market, it is hard to build a business that will stand out. This is simply because every business has made this goal, their only objective. Companies are utilizing the latest practices, marketing tricks, and software solutions to establish a better and more unique position on the market. This is why you need to pull off a trick from your business hat in order to achieve this.
Since people are using the internet to access loads of information, you should focus on making your website more versatile. Live chat software for a website is used by many companies, yet it is not utilized to its full potential. You can use it to extend your customer service and provide a unique and delightful experience to your customer.
The attention spans of customers have greatly reduced. They don’t have the time to wait for the response from your support agent – they want instant replies. Live chat solutions allow you to store dozens of preset messages which can be used to provide instant responses to your customers. This significantly reduces the response time and shows your customers that you respect their time.
They are specifically convenient for complex addresses, foreign names, common expressions, and URLs. You can use them for pretty much anything and everything your agents need to type repeatedly. If you bring people from various departments to respond to clients via live chat, you can make canned responses unique for each department, so that everyone using live chat can be equally efficient.
Identify True Pain Areas of your Clients
If you want to your brand to stand out, you have to gain insights into the personal preferences of your clients. By learning more about them, you will be able to satisfy their needs completely. Live chat software will enable you to do this. By participating in actual human to human conversations, your live chat agents will be able to identify the pain points of your customers.
Using this information, you can improve your products and services and marketing strategy to better position yourself in the market. This way, not only you will build better brand reputation, but also make it more distinguishable in your niche.
Brand and Customize Your Live Chat
The latest solutions provided by live chat software vendors are completely customizable. You can insert your company logo and change the colors to reflect the colors of your brand. You can even change fonts and add other graphic elements to the chat window. By using different chat box layouts and designs, you can achieve a lasting impression on your clients. Besides, you can set a different design for each of the departments in your organization.
For instance, a professional-looking design can help your technical Support to appear more professional so that clients have more trust during conversations with your support experts. This is yet another way that live chat software for websites will help your brand stand out from the crowd.
Be Present When It Counts the Most
Did you know that live chat software allows you agents to see current visitors on the website along with crucial information such as demographics and landing pages. While this information can be used by your marketing department, the opportunity to engage a visitor who is only a step away from making the purchase is incredibly valuable.
By knowing between which products or services a visitor is constantly switching, it will appear like your agents are able to read minds. They can make an enticing offer to a visitor by providing more information about the products or services in question. This is a great way to convert visitors into qualified leads. Engaging them when it matters the most will help them reassure that you are guiding them with the right buying decisions. This is a great way to build a brand image that sets you apart from your competition.
Address the Common Problems with FAQ page
Did you know that live chat software for websites stores every conversation in a centralized database? Only a few companies are using this data to their customer support service, something that should be a routine practice. In order to take advantage of having access to this data and become more competitive, you can use it to generate FAQ pages and publish them on your website.
You can easily identify patterns in customer questions and use it to generate a list of frequently asked questions. Choose the answers that lead to the most efficient and fastest resolution and post them as answers to those questions on your new FAQ page. Your customers are going to be even happier because they won’t need to go through the “trouble” of contacting customer support. All the answers to their questions will be just a click away.
Bring Constant Improvements to your Customer Service
Live chat software has an extremely useful feature called real-time monitoring. Using this feature, you can see the chat logs and create after-chat surveys. By using it, the person in charge of customer support service quality can also monitor in-progress live chat sessions.
This type of access is incredibly valuable and you should use it to assess the productivity and work quality of your live chat agents. By constantly improving your customer support, you will outrun the competitors who have a more stagnant approach to this incredibly important aspect of business.
Live chat software for websites is very popular in the business world. Having it on your website will not help you stand out, but using it a bit differently can help your brand stand out and gain the competitive edge in the market.
About the author: Robin is a Technical Support Executive. He is an expert in knowledge management and various Knowledge base tools. Currently, he is a resident knowledge management expert at ProProfs. In his free time, Robin enjoys reading and traveling.