Getting Prepared for Live Chat Integration

So you’re ready. You’ve made the commitment to installing live chat on your site. Where do you go from here?
Well, before firing up your new live chat software, let’s first take a look at three things you should do beforehand to make sure you’re ready to roll.

So you’re ready. You’ve made the commitment to installing live chat on your site. Where do you go from here?

Well, before firing up your new live chat software, let’s first take a look at three things you should do beforehand to make sure you’re ready to roll.

Proper Analytics Tracking Installed & Configured

Whether you’re using Google Analytics or some other type of online tracking system, it’s important to have this not only setup, but configured in such a way that it integrates with your live chat initiatives.

With proper analytics tracking in place, you will be able to gain a clear understanding of how well your live chat efforts are doing in relation to that of your other online lead generation initiatives such as contact form leads, downloads, free trials, etc.

Lead Flow & CRM Prepared for Chat Leads

So live chat leads are a great source of potential new business. But where do they go once the chat is complete?

With proper CRM integration created with an efficient lead flow system in place, chat leads can more effectively go from online interaction to new business. Interactions with these chat leads become transparent for your sales team, giving them the vital information they need to nurture and close deals, right from within your CRM system.

Having The Right Team In Place To Handle Chat Flow

Ultimately though, the largest key area that requires attention is the human element involved in a successful online chat campaign.

Not only do you need to have someone in place to effectively handle the inbound chat conversations, it needs to be the right someone. Deciding what specific knowledge and capabilities this person or persons must have, and equipping them will the resources they need to be effective can mean all the difference in a successful or unsuccessful live chat effort for your business.

3 Tips For Using Live Chat During The Online Holiday Rush

During the online holiday rush – if you’re not careful – your support staff will be overworked and their patience will eventually wear thin. If this happens, then you run the risk of someone going off the edge and having a customer interaction that is less than perfect.

using live chat during the online holiday rushDuring the online holiday rush – if you’re not careful – your support staff will be overworked and their patience will eventually wear thin.  If this happens, then you run the risk of someone going off the edge and having a customer interaction that is less than perfect.

To reduce the risk of turning off a potential client or an existing customer – you need to be highly efficient and productive, and live chat can help.

Here are a few tips for using live chat to reduce holiday stress on your customer support staff and to ensure that your online holiday shoppers have a memorable experience on your site:

  1. Use Pre-Made Chat Messages – Anticipate the types of questions you will receive from your online visitors and prepare pre-made live chat messages that your staff can quickly select and use to answer site visitor questions.  This empowers your staff to use your live chat solution more productively.  It also ensures consistent communication around common questions like those related to your refund policy.
  2. Leverage Proactive Chat – With a good understanding of how your website traffic moves through your site you can use your live chat solution to set up triggers that will automatically launch a proactive chat to help customers before they take it upon themselves to contact you for help.  This expedites the handling of questions, improves the site visitor experience, and can lead to an increase in online sales conversions.
  3. Use Workflow To Optimize Staff Workload – To maximize performance use your live chat solution to route chats to support agents that are best suited to work with a specific client.  This can be a great help in making sure that workload is spread evenly across your support staff.

For help with increasing your customer service productivity and online sales conversions, feel free to contact us.  Also, take a look at our 52 Tips, Tricks, and Insider Secrets for Handling the Online Holiday Rush