Live chat is one of the most popular ways to communicate with business in the present scenario. It gives you the ability to contact the company from any where and that also at any time. Live chat is supposed to be an effective customer service support today.
Live chat is efficient in all ways. There are some basic messages like greetings or the replies of general FAQ which you need to write and may take some time. But live chat, to escalate the efficiency use canned messages. These canned messages are replies of the FAQ and greetings etc. Canned messages speeds up the process as they automate some parts of the conversation. However make sure that use of canned messages is not very frequent as it may cast an impression to the customer that he is interacting with a robot than a live person.
You require to be professional but with a tinge of personality within the chat. Here exists the fine line. Being too personal can be rude and being too professional can make you seem rigid. But the live chats trained properly will give their customers the perfect balance. The chat agents make the customer comfortable by connecting with them, trying to know about their interest and then offering them suggestions and even making them aware of other products which may hit their interests. This tactic of the live chat agents will make them crack the deal.
The customer support also has the liberty to offer discounts to customers who are hesitating to make purchases. This can captivate them. Even while chatting with the agents they always have the benefits of knowing about the ongoing sales and discounts too.
Simply said live chat is all there to give the customers an incredible experience while online shopping.
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