You have been told that proactive chat is a great way to up the customer satisfaction level. However, proactive chats too can ruin otherwise good customer experience.
Here’s an example – while browsing a site the live chat agent starts an interaction with you stating its various products and features that are already given on the webpage and do not give you a chance to convey what you are looking for. How would you feel then?
It is natural to get annoyed at such behavior. Proactive chat only enhances the customer experience when it is used the way it is supposed to. Your agents must know what works the best and what does not. To save you the time, Fusion brings you the best tips and tricks to turn a bad online experience into a winning one.
1. Leverage analytics to find the right time
The key to providing quality customer service through proactive chat is using the analytics to your benefit. You can use analytics to determine many factors like:
- Average browsing time of a visitor.
- His/her behavior for every page of the website.
Based on the information gathered through analytics, you can decide the appropriate wait time for sending out a proactive message.
2. Track referring URLs
In the present age, your work does not end after placing promotional links at different places online, you need to also keep track of its aftermath. Tracking referring URLs can create great conversion opportunities. You must identify the users who came to your website through the referral links and send out proactive chat invitations to them.
In case they came to your site grab some promotional offers featured on the referring website, a proactive chat is the best way to direct them to the offer page. Proactive chat can also be used to resolve any other query they might have regarding the offer.
3. Provide 24/7 customer support
Customers these days expect instant query resolution. Moreover, they expect round the clock support 365 days a year from you. You must be there to guide/assist them at any point of the day. And that means having some proven customer touch points on a 24/7 basis. These touch points include email, VOIP channels, social media platforms, live chat and more.
In this situation, proactive chat can be your best option – it helps help you to know your potential customers and their queries before they approach you and provide the most satisfactory solution.
4. Use proactive chat tools for smarter communications
As visual learners, your customers will learn better when you explain you explain facts about your products and services through demos. You can use this to your advantage and employ tools like live voice chat, live video chat to educate them. You can also redirect your customers to relevant pages using co-browsing or proactively offer them links to support videos through chat.
These tips can help you improve your lackluster proactive chat support into an effective tool to improve customer satisfaction.