2 Ways Live Chat Services Can Improve Online Customer Experience

  • 2 Ways Live Chat Services Can Improve Online Customer Experience

Customers everywhere are starting to turn to the internet to conduct their business and shop. Website owners are scrambling to implement tools that will enable them to meet the needs of their customers without investing too much time, money and resources. As more customers start to increase their expectations to improve their experiences, many online businesses are finding it challenging to meet this demand without making some changes to the way they enable customers to contact and interact with them. By adding online customer services, you can improve your business’ efficiency and productivity. Here are some ways that you can enhance customer experience with online customer support.

Encourage Feedback

Customers are notoriously picky about the way they’ve been treated by a business. When they purchase products and services that don’t live up to their expectations, they are not necessarily going to return to your company to purchase or use those products and services again in the future. To help reduce the rate of unsatisfied customers, you need to implement a system that encourages all customers to leave feedback about their experiences. You need to know how your customers feel about your company and the products and services it offers.

Don’t rely solely on surveys, they only tell half of the story. There are far too many factors that can affect the validity and truthfulness of survey results, such as customers rushing, not paying attention and more. Surveys are also far too limited in their scope for you to use to determine how your customers really feel. A more useful approach would be to use qualitative research and analysis to learn more about your customers. This will provide you with in-depth information about your customer’s behavior, attitudes, and experiences so you can make the necessary changes to improve customer experience and satisfaction.

Use Live Chat Services to Promote Your Brand

Customers are always looking for the latest and greatest customer service experience available. Fine tune your online chat support so that it represents your brand in the most amazing light possible. Every second that customers are on your website is an opportunity to promote your brand. Train your agents to provide exceptional customer service and support to each website visitor they encounter and increase brand recognition and reputation.

Online customer support services should include :

  • Agents who are ready and able to answer customer questions.
  • Agents who can correctly identify customer concerns to provide the correct guidance, support, and resolution.

Perfection is a hard thing to achieve, but it should always be your goal, especially when fine tuning your online chat support system. There are far too many businesses and options available for customers to choose from. Don’t give them a reason to seek them out. If there are on your sites, then they have chosen your company or brand for a reason. So be prepared to take advantage of the opportunity by doing everything possible to win them over as a customer.

Any online chat program that you implement needs to be a good one. Along with researching different chat programs, be sure to look for other ways to enhance overall customer experience to encourage repeat customers and loyalty.

This blog was first published on LinkedIn.

By |2016-03-24T11:04:28-06:00March 24, 2016|

Author

Jim Iyoob is the Chief Customer Officer for Etech Global Services. He has responsibility for Etech’s strategy, marketing, business development, IT, program implementation, operational excellence, and product development across all Etech’s existing lines of business – Etech, Etech Insights, ETS & Etech Social Media Solutions. He is passionate, driven, and an energetic business leader with a strong desire to remain ahead of the curve in outsourcing solutions and service delivery.

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