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Effective Strategy for Live Outsource
Chat Support
There are thousands of brands competing
with you to attract new customers. If you
want to get sales you have to deliver visitors
to your website with best in-store
experience. This is where live chat is so
important for all retail brands online. Though
there are a lot of good things said about
social media, but web chat is equally
favorable medium of communication. It can
help you provide real time, customized
solutions to the customers negating any
waiting time. Live web chat can be a good
mode to keep the customers engaged and
build rapport. These days, customer
experience is the most important thing that
all the businesses are after. If a brand can
offer good in-store services, the customers
will definitely remember it and keep coming
back for future purchases. Every happy
customer represents enhanced sales and an
opportunity for business growth.
Are you ready for Web Chat?
There are many companies that do not offer
live chat support, though they know of its
role in boosting sales. The reason many
companies refrain from web chat is that they
are not able to show any direct ROI in the
pre-deployment and post deployment stages.
This makes them question the efficiency of
web chat as a sales mode. What they do not
realize is using the web chat is not enough
there should be a well thought out strategy in
place. Companies who are looking to
strategize for their live chat engagements or
those that have been unsuccessful in their
previous tryst with live chat can improve
their online customer experience using the
below mentioned steps.
Assess Your Business Requirements
Before introducing web chat in your support
mix you should first evaluate how this
medium fits into your existing business
strategies. There should be a real purpose
behind implementing this channel. The
brands need to find answers to the following
questions:
Will it in any way reduce your customer
service costs?
Will it reduce the customer waiting times
and abandon shopping carts, thus
improving customer satisfaction?
Can sales be improved if the chat is
implemented at a specific drop out point
in the website?
Can engagement with specific customer
segments improve the number of leads?
Before any new initiative is taken the existing
channels should be assessed to understand
the possibilities with new implementation.
The live web chat should be able to optimize
your existing efforts. You should start off
with a pilot project based on meeting a single
business goal. Once it is done the chat
strategy can be scaled up to meet many goals.
Select a Worthwhile Chat Program
Once you are sure about the need of live web
chat support, the next step is to select
platform that is right for your needs. Many
chat support processes fail because the
internal failures become counter-productive
and have a negative impact on customer
satisfaction. This is why the outsource chat
support processes should ask the following
questions:
Should it be a hosted or a cloud based
program?
Should it be a reactive or proactive
platform?
Are you looking for passive assist or
active assist method to help your
customers?
Other factors to scrutinize before reaching a
final choice include: chat transcripts,
transaction history and other related metrics.
The features that customers will experience
such as typing notification, encryption, font
sizes and page pushes should be analyzed
too. The software should have Customer
Satisfaction pushing capabilities along with
reporting features.
Complement with Self Service Options
Most of the visitors to your website still like
to shop on their own. They need no
assistance from the live chat agent.
Implementation of live chat support should
not defeat the self-service facet of a website
in any way. The agent should come into the
equation only when needed. Successful users
of chat support offer chats at intelligent
points such as key acquisition, drop out and
sales trigger points. They use the chat to not
only support the customers but the sales
team too and promote cross sell and up sell.
Targeting the people comfortable with self-
service could lead to irritation, so deal with
the execution with caution. The chat
platform should be built around proper use
of business intelligence so that it works on
overcoming the limitations of a website. It
should attain objectives such as improved
sales and customer satisfaction.
Enhance Customer Experience
Live web chat is known as an informal mode
of communication, yet the customers will
have certain expectations when
communicating with the brand. This is why
the agents need to have certain skills. They
need to be experienced and empathetic. They
should also understand the right tone and
timing of words. Apart from this there is a
long list of other requirements. This is why
when you outsource chat support; it is
always a wise decision. Training the internal
team will need a lot of time and it might not
bear the fruits at the end.
Though web chat is a very effective way of
enhancing the customer’s online experience
but there should be a well thought out
strategy in place to make most of
opportunities. Careful planning and
execution will help you in attaining sales as
well as customer satisfaction.
If you want to know more about benefit of
Outsourced Contact Center, Visit
http://www.callcenterglobally.com/call-
center-outsourcing.html