How to Become Proficient at Live Chat

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Live chat software can be a superb tool for any customer support team; this software provides customers with an instant and trouble free channel of communication that allows them to direct questions towards company personnel without delay and then get assistance from the right people in real time. Live chat software sounds great on paper and it also sounds pretty simple to implement, however, there are a lot of things that need to be considered before one can begin benefitting from live chat.

Introducing live chat to your customer support essentially means opening another gateway through which customers can bombard your team with questions and problems that they want to be solved. A channel that allows for only very little time to respond to a customer, basically, live chat adds a lot more to your customer support department’s plate at once, which can overwork your staff and negatively affect the quality of your customer support.

Despite the fact that live chat makes things harder for support agents, it is quickly turning into a compulsory support tool, one that is demanded by a large majority of customers. At the moment, a well-implemented live chat facility has become the gold standard for customer care, research has shown that several customers decide whether or not they want to continue staying with a business based on whether they offer live chat or not.

The truth about live chat is that it can be very easily managed should it be implemented properly, businesses can enjoy massive savings in time and money and also make your support agent’s job considerably easier. One of the biggest challenges that come with live chat is having to deal with multiple chats at a time, support agents need to be proficient at being able to handle multiple customer queries in order to make efficient use of time and keep the handle tie per customer to a minimum.

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The problem with handling multiple chats is that live chat solutions do not provide agents with background information of a customer (unless you have a unified live chat system like kayako.com) this results in agents having a harder time keeping track of every customer and also forces them to spend additional time gathering data about the customer’s “journey” with the business. Investing in the best live chat software can really make it easier for your team to handle customer queries.

There are two ways in which a business can deal with multiple chats; the first is to combine live chat with other automation tools that streamline the handling of customer tickets and the other is to take steps to reduce the number of questions coming your way.

Automation software can make your chat handling times faster by categorizing tickets and then assigning them to support agents, this reduces the amount of time a customer has to wait for a response and distributes workload more evenly. The second way of dealing with multiple chat problems is to take measures to minimize unnecessary questions.

There are a tonne of questions that can be addressed without live help, but customers still tend to ask these questions through live chat, this “fluff” can waste time and needlessly increase the workload of your support staff. In order to prevent customers from asking needless questions, you can start off by creating an FAQ section and add a link to it in your live chat, imploring customers to look for their answers over there before asking a question on live chat.

Some other measures that you can take to make your live chat inflow more manageable is to share certain information about your live chat support with the customers. Providing customers with details about your live chat’s online hours, displaying how many support agents are online right now and writing down a few rules and regulations can help set your customer’s expectations and let them know what to expect when they try and engage an agent.

Once your support team gets a hang of catering to multiple customers at the same time, your live chat feature can really kick off and start producing results; making your support services faster, precise, effective and affordable as well. Any business that can get a handle on live chat is bound to provide its customers with a significantly more fulfilling interaction experience.

Google offers an unusually clear view of how it manages user data ahead of GDPR

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With the European Union’s General Data Protection Regulation set to go into effect on May 25th, services across the board are updating their policies to comply with the new privacy rules — and today, Google joined the crowd. In a post today, the company laid out a new privacy policy detailing exactly how and why Google collects the data that powers its various products.

While there are no significant changes in services or permissions, Google’s new language is notably less dense than its current policy, and intended to comply with the GDPR’s requirement for “clear and transparent notice” of how data will be used. The policy has also been augmented with explanatory videos and illustrations, because, as Google admits, “a visual description can be easier to understand than text alone.” The result is an unusually clear view of how Google manages user data.

Source – TheVerge

Can You Really Protect Your Privacy On Facebook?

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Reports that Cambridge Analytica misused roughly 50 million Facebook users’ data have ignited debate and stoked fears around social media privacy.

Following the news, some media outlets have outlined ways individual Facebook users can better protect their data. But many cybersecurity experts say these measures aren’t particularly effective when it comes to powerful companies like Facebook, nor do they believe individual Facebook users have much power over their personal data at all.

But can everyday users do anything to protect their privacy on Facebook?

“The short answer is no,” Bradley Shear, a Maryland lawyer who specializes in social media and privacy, told HuffPost. “Facebook sells your personal information to data brokers, political consultants and corporations, so if you really want to maximize your privacy, you need to limit your Facebook use or not even have an account.”

Mark Weinstein, a cybersecurity and privacy expert, echoed Shear. “People forget or don’t understand that Facebook is a data company, and that is their true business,” he said, noting that marketers pay Facebook for data to create targeted ads. “You as a Facebook user are not the customer. You are the product they sell.”

Source – Huffingtonpost