how to increase the effectiveness of your live chat performance?

How to increase the effectiveness of your

live chat performance?

Did you know that firstlive chat software was born over a decade ago?

Is live chat a more powerful tool to effectively engage users on a website now?

Possible answer: Modern live chats are better designed and provide more features.

Yes and No.Modern live chat solutions have more options than the first versions but the idea behind the software hasn’t changed.

People want to interact with each other to exchange information.

The tendencies have changed –users became more aware of the attention they need because they recognized themselves as valuable assets to online business. They bring money in, they have the real power.

The primary aim behind online chat on a website was to simply allow users to interact with support teams behind the screen. The problem was that not much effort was put to create particular strategies for the Support teams.

A ghost live chat was omnipresent, meaning that users were trying to speak with somebody on a chat, but there was no one to assist them. In other words, a great tool with nobody to operate it. Like a car. Without a driver.

Here, we will discuss how to increase the effectiveness of a live chat performance by applying simple strategies to improve the user experience and eventually, convert users into customers.

USER EXPERIENCE DESIGNIs it easy to

locate the widget? Is it visible enough? Does the icon attract attention? Or maybe, your user has a difficulty to say if it’s

a contact form or a live chat?

Make it clear that you’re offering a real-time online communication tool in form of a live chat widget.

Are the colors adjusted to your website? Do they go together with the colors on

your website? Or maybe the opposite? We recommend to make it similar to the

colors on your website. If your main theme is blue, make the icon

blue. It makes users feel that everything goes together on your website.

Is there a real picture as an avatar?

How would you feel if you were talking on a live chat with a person whose avatar was a picture of a dog?

Have a real picture of a person as an avatar.

Your users deserve respect and they want to be sure they are talking to a real human being behind the screen.

What kind of heading do you have?

“Always here to help!”“We are here for you. Send us a message!”“Questions? Let us know! We’ll help.”

encouraging your users to interact with you?

a welcoming phrase that shows your willingness to help and assist?

BE PRESENTReact when you see a message.As quickly as possible.

Of course, we are only humans - we don’t work 24/7.

There are Sundays, holidays and other occasions when your Customer Support team is not there.

BE KIND & HELPFUL Greetings:Welcome your users with a hearty phrase

“Welcome to [...]. How can we help you today?”

“Hi, awesome to see you here. Is there anything I can do for you?”

“Great to see you here. How can I help you today?”

Create another flow and target users who visit your page and have already signed up:

“Hi [name]! Welcome to [...]. How can I help you?”

“Hi [name]! Awesome you’re with us! Is there anything I can help you with?”

“Welcome to [...], [name]! How can we help you today?”

Be thankful and appreciative:Show your users that you appreciate their time and you’re truly happy to have a chance to talk with them.

“Thanks [name] for writing! I hope that you’re doing great.”

“Hi [name]. Thanks for writing! It’s awesome to have visitors from [country]”.

“Welcome [name]. Thanks for being with us. How can I help you?”

Listening:If you don’t understand a question, ask for clarifications.

We’re humans, nobody expects you to know everything: “I see you’re interested in X. We don’t have it in

stock right now. Maybe I can recommend …?” “Do I understand it correctly that you need a

device with X and Y? If yes, let me check also some alternatives”

“I am not sure if I understand. Did you mean …?”

Apologizing: Yeah, we’re human beings and we make mistakes.

“I am sorry. I provided you with a lower than price of XYZ than it really is.”

“Sorry for the inconvenience caused by the late delivery. How can we make it up for you?”

“Let me apologize for the misunderstanding. Is there anything I can do to improve your experience with us?”

KEEP IT SIMPLE, NOT SIMPLISTICYour users write

to you because they want to get an answer fast. Use all the possible

features a live chat widget gives you: attach files and pictures, send videos.

ENGAGE & TAKE CARE OF A RELATIONSHIP Don’t be pushy with

your offers. Step by step.

Make sure that your user is happy about the service and knows that you are there to help if needed.

A FINAL PIECE OF ADVICE

Live chat software is a very powerful tool if it goes together with a well-thought Customer Support strategy.

Delivering personalized messages is possible thanks to data collection and you doing everything to understand preferences and tendencies of your users.

Be present, give help that users need.

Be thankful and appreciative for their presence on your website

Respect their time and provide them with clear explanations in the shortest possible time.