Author : Brandon Leibowtz
The main problem faced by customers during online shopping is they do not have someone to answer their questions right away. And they want to have someone to address their concerns and help them in real time.
51% of customers think that businesses should not only be available, but also engaged 24/7. This is where live chat support plays an important role. In fact, Acquire.io reported that 79% of consumers who use live chat consider it to be the fastest online channel for getting answers that helped with their purchase decisions.
Here are four of the mos
Live chat can help to establish long-term relationships and have real-time conversations with customers. For your customers, it’s an easy and quick way to find the answers and for you – easy to set up chat tool helping to interact with them.
But how will you know what is working for you and what is not?
For this, you need to evaluate and monitor your live chat performance. This will help you to further improve and update the process. Use the key chat metrics explained below to monitor your chat performance.
Chat duration – Chat duration or chat length is the amount of time taken by an agent to resolve customer issues. This is a really important metric to measure the overall effectiveness of your live chat process.
Even before starting a chat session, customers should be given a pre-chat form to fill in. Gathering customer’s preliminary information helps you to quickly allocate an agent who is qualified to handle the topic.
This reduces the waiting time and helps the chat agent to answer the customers as quickly as possible.
By integrating a CRM with live chat, you can collect and store information from all your customers. Thanks to that, the minute a chat agent starts a conversation with a prospect, the CRM tool will automatically capture all of the information available.
The CRM tool captures data like name, phone numbers, email address, a copy of the chat transcript, and IP location. This data can be useful in building customer profiles.
If a customer starts another live chat session, the agent does not have to ask for their introduction again.
It doesn’t require a lot of effort to leverage live chat in a way that drives more conversions and leads for your business. Start by choosing the right live chat software and understanding the key metrics to measure your performance so you can quickly identify scope for improvement.