Live Chat In Customer Service: How To Provide The Best Experience

Research based on live chat service showed that 41% of the customers prefer reaching out to support through live chat, instead of phone or email. This just shows how communication through live chat with customers is essential. And every brand is struggling to ensure that impeccable customer service experience is offered to their customers.

In this article, you will find meaningful tips that you can use to enhance your customer service experience through live chat communication. If you have a good live chat communication service, then you are sure to experience skyrocketing sales for your business.

One thing your business needs to do is to ensure a quality internet connection like Xfinity so that your business can continue to cater to customers’ needs through live chat communication. You can reach out to 24/7 customer service through the Xfinity phone number to sign up for reliable internet for businesses.

Moving on, let’s see how you can provide exceptional customer service through live chat communication.

5 Ways to Provide Best Live Chat Experience to Customers

Here are the following tips you can use to provide the best live chat experience to your customers:

Record The Conversations

Whether you are using live chat or other forms of communication, it’s important to record the conversation that your customer agents have with the customers. Because it provides insight into understanding the pattern of these customers i.e. what issue they had previously, whether it was resolved, how long communication with this customer lasted, and others.

Also, since the customer service agents work in rotation, all of them can check customers’ previous interactions to learn what their issue is and how it is being dealt with.

In addition, this insight can also be used to further improve customer service. Do let the customers know that their communication is being recorded.

Automate Your Live Chat

With AI, you can start automating your live chats. This means that the basic customers’ queries get answered through automation i.e. AI. This leaves your support agents to deal with other pressing matters on hand.

However, you shouldn’t completely leave all live chat conversations to AI. Because in most cases, each customer has a different set of issue that needs different technique to be dealt with. And that is only possible through human communication with some personal touch as well.

Hence, do use the chat automation feature so that customers’ basic queries are answered promptly.

Personalize Customer Interaction

While automating live chat is definitely convenient, it’s important to approach these customers’ queries with a personal human touch as well.

Your customers appreciate that the support agents are acknowledging their individual needs and concerns. This can humanize the customer service experience and create a strong connection between the customer and the brand.

By analyzing customer interaction, support agents can offer suggestions on personalized products recommendation or support, based on your customers’ needs.

Offer Co-Browsing Feature

Even when your agents are communicating through live chat, they can still provide real-time help to your customers through co-browsing.

This means that the customers can share their computer screens with your agents and even allow them to have control. That way they can provide them with prompt solutions when they can see on-hand the issue that the customer is facing. It’ll be almost like your agent is helping the customer resolve the issue by being next to them.

This leaves a good impression on your customers and eventually helps to retain them.

Analyze Chat Metrics

While you are carrying out the live chat, you also need to measure the chat metrics.

For instance, you need to find out how many customers are reaching out to your brand, what communication channels are they using, and how many of them are using the live chat feature on your website/app. Learning about this will help you to find out the effectiveness of your strategies.

Also, since customers prefer quick responses, it’s also important to have a record of the average response time of your customer support.

Final Thoughts

To sum it up, your business needs to have a commendable live chat communication system that caters to customers’ queries promptly. You can try various tactics to make that happen, some of which have already been mentioned in the above article.

Using these 5 tips should bring a positive change in your customer service, resulting in enhanced sales and a boost in business growth.