An investment in a live chat software is the best decision a business can make. There is a number of benefits that it can enjoy once it has a 24/7 live chat assistance on its website. A business can achieve everything from increased conversions to customer satisfaction but there’s a condition.
Wondering what it is?
Well, the only condition is that the customer support team or the chat support team avoids the most common live chat mistakes. Here’s a list of the biggest mistakes that the chat support agents need to avoid in 2018:
An absence of automation:
As a matter of fact, the customers expect that the person they speak to will resolve their issue. However, problem resolution may not be a one or two-step process every time. There are certain issues which need to pass along multiple tiers of agents.
The customers have to explain themselves again each time. This further leads to customer frustration. However, if the customers are landed in the right hands the first time, it helps speed up the query resolution process. And the best way to do that is through chat automation. The process not only makes the customers happy but also provides credibility to your business.
Asking for too much information:
This is yet another mistake that the live chat agents make. Once a user reaches out to them, they simply start asking for too much information before allowing him/her to chat.
The customers feel comfortable in reaching out to a business for support through live chat due to the anonymity that it provides. Now, when the live chat agents shoot out questions asking their email, phone number, user ID and so on, it simply seems intrusive to the customers.
So, what can be done about this?
The best solution is to allow the user to chat without asking information. However, if your business actually needs contact information for record keeping, it’s advisable to ask for just one or two contact details. This will help fulfill the business’s purpose without seeming intrusive to the customers.
Not following up:
When your customer support team handles customers over the phone, the issue may be resolved within a single phone call. In case of an email, the process is rather a back and forth types. When it comes to a live chat support, the ending of the interaction is quite different.
Customers face a number of issues like being left hanging, waiting for a response or resolution or jumping back into chat right where they left off, unaware of the fact that they are no longer talking to the same person. All this happens when there is a lack of follow up from the live chat agents’ side. So, it’s imperative that customer satisfaction is assured through follow-ups and closures.
Now that you know the most common live chat mistakes that your agents may be making, try to eradicate them asap!