While more and more companies are adding live chat support on their websites in order to provide their customers with a better user experience and deliver fast and quality services, a lot of them don’t quite realize the value of live chat and how it can build trust. Live chat support can help you instil loyalty and build strong relationships with people contacting you on your website, but you need to do a lot more than simply add the feature and wait for someone to engage in a conversation.
You need to be smart about managing live chat support so that you can build a strong reputation and credibility. The way you manage it can completely change the way your customers perceive your company, so take a look at the following tips that will help you inspire loyalty and trust with live chat.
Make Your Live Chat Option Visible
Just as your other contact information (phone number, email) must be easy to find on your website, your live chat option should also be clearly visible. If people are having trouble finding the live chat button when they need some help from you, they may leave and seek help somewhere else.
You need to make sure they see that there is someone whom they can always reach out to, and you can do that if you make your live chat option really stand out. If the live chat button is too small and completely blends with your site, it simply cannot grab people’s attention. You need to choose a design and color that will make it stand out and show everyone that they are just a click away from getting their questions answered.
Don’t Let Your Customers Wait
When a customer sends you a message on live chat, you should never let them wait for someone to reply. The whole point of offering live chat support is to avoid all the waiting in queues and putting people on hold, so don’t make your customers feel like they dialled your call center. If they engage in a live chat conversation, they expect immediate answers, and you will make them trust you by instantly showing care and responsibility every time they contact you.
It should be pretty easy because your live chat agents can handle multiple chats at a time. However, if you don’t happen to provide 24/7 live chat support, make sure you let your customers know. You can use pre-chat surveys to gather information about people trying to contact you when you’re offline so that you can easily get back to them the moment you’re back online.
Listen to Your Customers and Empathize
Delivering amazing customer experiences will help you instil trust and forge strong relationships with your clients. In order to deliver great experiences, you need to really listen to your customers. You shouldn’t rush to provide them with solutions to their problems as quickly as possible so that you can move on to the next chat session. That way, you will not satisfy any of the customers.
Listen to what they have to say and put yourself in their shoes before you try and solve their problems. It really shouldn’t be difficult, because all you have to do is read what they wrote you and try and understand their pain points. The more attentive you are, the easier it will be to understand their pain points. Show empathy and reassure them that you will do everything in your power to help them.
Insert Your Personality
Customers who engage in live chat software want to know that they are talking to a real person, and you won’t provide them with great experience if you sound like a robot, which canned responses can lead to. Instead, insert your personality in every conversation and be friendly. Add the human factor and be a friend who is honest and truly wants to help.
Personalized messages and friendly greetings can go a long way, especially when a customer returns and you tell them that it’s nice to have them back. It will make them feel at home, which is an excellent way to build trust and long-lasting relationships.
Don’t Forget to Follow Up with Customers
Following up with your customers will show that you care about them, which will make them see you as a reliable company in which they can really put their trust. When they see that you are making an extra effort to satisfy their needs, there will be no reason for them not to come back again to do business with you.
For instance, if a particular problem required more time and research to be resolved, you should follow up and ask if they need additional help or everything is working as it should. Your customers will greatly appreciate that.
Make Sure Your Live Chat Agents Are Properly Trained
Without good staff training, all of your efforts might go down the drain. In order to always provide high-quality service, you need to make sure that your live chat agents are actually trained to do their job perfectly. Invest in good training programs and make sure that your agents perfect their communication skills so that they can always create great impressions when interacting with customers and inspire their trust and loyalty.
Providing great customer experiences on live chat can take both time and effort, but the aforementioned tips will certainly help you satisfy every single person contacting you on your website and build a reputation of a reliable and credible company. If you still don’t have live chat support on your website, you should consider adding one because it will make your customers happy and grow your business.
Jason is a technical writer currently associated with ProProfs Chat. He enjoys writing about emerging customer support products, trends in customer support industry and the financial impacts of using such tools. In his spare time, Jason likes traveling extensively to learn about new cultures and traditions.
This post was written by daeb