Chat support services are designed to assist customers with their inquiries and problems. Whether they are in need of particular information or are just trying to figure out a process, a company must be there to provide guidance to their potential clients.
Live chat serves a crucial role in establishing brand and identity for small businesses and startups. It helps them round up actual paying customers and satisfied visitors that can potentially be part of their word-of-mouth marketing. Nonetheless, achieving the advantages of live chat for small businesses takes serious research and planning. Not all have been successful in implementing the strategy. Those who have done well are already enjoying the fruits of their labor.
That said, you can be a part of the winning ground through these 5 effective and proven live chat tips to help your small business in dealing with customers.
1. Be Proactive
Often, business owners must do the first move for their company to strive, and this also applies to live chat. Initially, if no other tool is available, assigned personnel can use google analytics to find out which among their website pages are performing best. The generated reports will guide them on where they should install live chat first. In that way, they are able to locate where customers are actually based.
Knowing where visitors usually go and where customer support is highly needed helps in targeting customers with higher accuracy. This is where proactive live chat enters the picture. Initiating help or potential answers to questions can catch real opportunities for sales and retaining patrons. In a room full of opportunities, you must do the first move to increase the assurance of gaining the benefits your company has long desired.
2. Be Welcoming and Friendly
Similar to trying to make friends at a party or gathering, putting up a good approach when socializing or introducing oneself is the best way to do it. The setup also applies to live chat services for small businesses. Train your agents about proper rapport with customers. A balance between being professional and exuding a personal and friendly persona for end-users is important. It is a crucial factor in initiating fruitful communication.
It is highly recommended to put up an automated and friendly opening greeting that customers will first see upon entering your chat. Receiving a warm reception at the beginning of the conversation makes customers feel that they are welcome and valued by the company.
3. Be Quick in Responding to Questions
The main idea behind why people opt to use live chat over other customer support channels is its immediate and real-time response. There are several ways and techniques that help ensure quick response to client queries, but if there exists a common goal, perhaps in this case, to reduce waiting time and eventually gain more satisfied customers, then it solidifies the implementation of live messaging.
For more elaborate live chat solutions for small businesses, a few tips can be done for a fast response time. A possible option is to station-specific employees to focus on answering queries immediately. Either way, technology offers various channels to establish conversations with customers by using chatbots and automated messages before passing them to actual agents. Having a working communication line with other departments in your company that may be involved in the process can also make the answering process faster. With an organized and well-planned live chat strategy, small businesses will increase their credibility and efficiency.
4. Staff Training
People tend to get agitated with customer service when agents fail to provide proper solutions to their problems. This issue is rooted in under-trained employees assigned to tasks that require expertise on the job. Studies show that 29% of US customers switch to a competitor because they are disappointed with the lack of knowledge on the part of the staff.
No business owner would want this in their company.
Aside from having the best live chat service for small businesses applied to your websites, it is also a requirement for online businesses to make their team fully knowledgeable of both their products, their features, and the customers they are targeting. Partnered with proper customer support language, it will help a startup obtain a good first impression from customers.
5. Be Transparent
Most of the time, people prefer knowing the real situation than being left hanging for no reason. Growing companies will always have times wherein, as much as they want to respond to as many customers as quickly as possible, the number of inquiries just makes it impossible if it exceeds the number of agents available to entertain each inquirer.
During periods of imbalance between resources and client feedback, it is best to let customers know how much time they’ll have to wait before they get their turn in customer service.
According to statistics, 25% of consumers switch to a competitor solely for being kept on hold. Better yet, be transparent in the current situation for them to adjust their daily tasks rather than have them wait for too long without providing real-time updates on the progress of their concern.
Building a reputation for small businesses takes effort and sacrifices, but the benefits will surely make it worthwhile. Live chat has now conquered the digital world—well, online businesses to be exact. It creates a fast and secure communication line between the company and potential consumers. New Media Services brings live chat services with the most advanced features that excellently works for both browsers and phone. Their flexible services allow small companies to be more proactive through outsourcing. Have well-trained agents and well-executed plans without having to shed extra costs of hiring new in-house staff and training them.