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.
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.