It has been found that Live Chat is more scalable and efficient than other support channels. You don't need to hire an army of support staff in order to offer chat support. Live Chat is an excellent way to scale support as your company grows. However, it does require some planning to ensure that it goes smoothly. Prepare your team for success and know what to focus on first.
1. Start with Business Critical Page
If you include a Live Chat widget on every page, you will face overwhelming traffic, making it hard to keep track of what's going on. Instead, be strategic about where you place the Live Chat widget. Let's begin by allowing customers to chat on a business-critical page where there will be the most impact. Consider adding a Live Chat widget to your pricing page or checkout page to maximize conversions. After your team becomes experienced with managing the Live Chat queue, you can gradually add the Live Chat widget to more pages on your website.
2. Build Knowledge Base and Canned Responses
A comprehensive database of Knowledge Base and Canned Responses are two resources that speed up your support team. The knowledge base comprises an assortment of how-to articles and guides to help your team answer customers. The content could be FAQs, videos, screenshots, or step-by-step instructions on accomplishing common tasks in your product. If the customer needs specific product instructions, refer them to the full article.
Next, Canned Responses help you save time when answering common questions. Rather than typing every response manually, you send your perfectly written Canned Responses instead. By pre-preparing these resources, you can make your team's Live Chat experiences a lot easier.
3. Integrate CRM and Analytics
Having your customer's data integrated can help you understand their needs. Through our integrated DSM Suite 2.0+ Omnichannel Support & Helpdesk tools with CRM and analytics, you will have a better understanding of your customers and engage in a productive and efficient manner.
Suppose a customer was on trial and had 2 days left to go, and their previously raised support tickets indicated active usage. You could convert them into a paid customer while continuing to address any past concerns. This would be an effective way of utilizing customer data with Live Chats.
4. Decide Live Chat business hours
Determine the Live Chat business hours by examining existing chat volume and customer service staff availability throughout the day. Provide Live Chat during peak hours when most customers are online. Once your customer service team has been trained, they can handle up to 4 Live Chat conversations simultaneously. Create clear escalation paths to avoid wasting time, as not all problems can be solved via Live Chat. Train the Live Chat Support team to transfer complex questions to email smoothly.
Final Thoughts
Live Chat support is practical.
Replace your phone number on your website with a Live Chat widget. Make your customers aware that Live Chat is a fast and effective way of getting help. By using DSM Suite 2.0+ Omnichannel Support & Helpdesk tools, you can record all Live Chat history and have complete control of your customers.
It's totally up to you how you manage your Live Chat support team. Take the widget off some pages if the volume is high. Engage in proactive chats with those who are online on your site if you have more staff available. Make full use of the Live Chat feature!
Grow better with Zooloo, we are happy to help you get started with digital transformation, please contact us at sales@zooloo.asia.
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