Live chat provides solutions for web-based businesses in the form of efficiency and revenue reclamation. It’s convenient and useful for customers to get their questions answered quickly via live chat. Live chat also represents a powerful approach for mitigating shopping cart abandonment. In essence, it recoups revenue before it’s lost. Also, tagged chat facilitates best practices by focusing on:
- Energy, empathy, and etiquette
- Politeness, personalization, and fast response times
- Being prepared, informed and well-managed
Employing pre-written messages in each instance is essential. They form a courteous, thorough response foundation that chat agents can tailor to meet the needs of a distinct chat conversation.
Efficiency
Customer support chat is the preferred channel for increased communication primarily because live chat service agents can field up to four conversations simultaneously. Pre-written messages are a fundamental component of this capability, and live chat software makes it even easier to utilize pre-written messages. For instance, when a chat agent types a tag word with a symbol, it brings up the list of possible pre-written messages containing that tag. From this bank of tagged chat choices, a live chat agent can select and polish the one that best meets the needs of the customer.
By putting your customer in charge of asking for assistance, you create in them the desire to follow through on their purchase. It encourages them to self-select when they need you and rewards them with immediate and relevant assistance.
Revenue-Reclamation
Over 10 percent of shoppers abandon their carts because the checkout process is confusing. This is an ideal point for a customer service agent to assist in completing purchases. Others do not complete the purchase process for a variety of reasons, such as:
- Unexpected shipping costs
- Unable to locate a coupon code or it doesn’t work
- Lack of confidence in the security of the payment process
If even a portion of these circumstances were handled properly by a live chat agent, e-commerce businesses would experience a 20 percent decrease in abandoned shopping carts.
Visitor that has their expectations disrupted needs to be engaged immediately and competently. Tagged chat can support revenue-reclamation efforts by making it easy for agents to send a targeted message quickly to a faltering prospective buyer before they exit the website. If they are already considering leaving, they are unlikely to wait patiently for an agent’s carefully-constructed reply. Whatever you can do to promote quick answers will increase your chances of successfully leading customers to complete their purchases.
Best Practices
Courteous accommodation is also an essential feature of productive live chat. Globally-accessible live chat software and tagged chats enable anyone in the company to create and choose the preferred phrasing with which your team has been equipped and worked hard to refine. At a minimum, it can help avoid obvious harmful phrases.
Tagged chat can enhance conversion rates by providing customers with instant access to a live support agent while they’re on your site. When practiced as part of your overall strategic customer service plan, live chat can become an indispensable promotional channel that encourages communication, builds loyalty, and convinces customers to take action.
