3 Reasons Why Live Chat Tech Support Will Reduce Costs & Increase Customer Satisfaction

Online shopping is great! It’s so convenient to be able to sit at home in your underwear and do all your shopping without leaving your couch. This is why online shopping is on the rise. However, this trend presents online retailers with some challenges that must be addressed. One of the most pressing is how to keep costs down while also increasing customer satisfaction.

live-chat-tech-support

Online shopping is great! It’s so convenient to be able to sit at home in your underwear and do all your shopping without leaving your couch. This is why online shopping is on the rise. However, this trend presents online retailers with some challenges that must be addressed. One of the most pressing is how to keep costs down while also increasing customer satisfaction. Just in case you were unaware – a dissatisfied customer will tell between 9-15 people about their bad experience (White House Office of Consumer Affairs). So, if you’re not focusing on improving customer satisfaction levels then you’re making a big mistake.

Remember, if an online customer isn’t satisfied with your company, your products, or your website, they can move to a competitor with the click of a button. In fact, 96% of unhappy customers don’t complain and 91% of those that are unhappy simply go elsewhere and never come back (1st Financial Training Services).

The chance of losing a customer to a competitor is greatest when your customer has an issue and needs your assistance. This is the point in time where you have the opportunity to build your brand as a responsive and concerned vendor who values your client. And, a happy customer who gets their issue resolved expeditiously will tell about 4-6 people about their experience (White House Office of Consumer Affairs).

Here are 3 reasons why providing live chat tech support is essential in helping you to be responsive to online customer needs and increasing customer satisfaction while also reducing online support costs:

1. Live Chat Is Expected

Forrester Research did a study that found that 44% of online consumers believe that the ability to have questions answered by a live person is the most important feature that a website can offer. Providing live chat tech support is what online consumers want and expect. So if you want to show your online customers that you care about them and that you are responsive to their needs then providing this type of functionality should be a no-brainer.

2. Live Chat Is Efficient

Offering live chat tech support empowers you to reduce support representative time on the phone. It allows each support representative to be able to handle multiple customer inquiries simultaneously and to handle each interaction more completely, consistently, and quicker.

3. Live Chat Is Fast

Put yourself in the shoes of your customer. You have an issue and you need someone to help you. If the only option for contacting a live person is to pick up the phone and go through an automated call system and then sit on hold or email someone and wait 24 hours for a response you’re going to get pissed. But by offering live chat you provide a more immediate alternative that customers will appreciate.

If you are concerned with customer satisfaction, customer loyalty, and support productivity then you just can’t deny the value that live chat tech support provides.

Tips for Increasing Useful Live Chat Requests on your Website

Live chat, like a lot of website tools, is a valuable asset to any business. But there’s more to it than just turning it on and getting chats.

Live chat, like a lot of website tools, is a valuable asset to any business. But there’s more to it than just turning it on and getting chats.

Just because you have live chat slapped on your website doesn’t necessarily mean that people will start chatting, or that you’ll start receiving the right kinds of chats you were hoping for.

So how do we make it work? Well, let’s take things one step further, and go over a few live chat strategies for attracting the right live chat interactions for your online business.

Defining Your Audience

Before we should even talk about live chat applications, let’s talk about our target audience themselves. Who will be using this tool?

There are several types of personas that use live chat interactions to communicate with business. Think about what types of people will be using it on your website.

Here are a few examples:

  • People looking to buy your product or services
  • Those in need of technical support
  • Someone who has questions regarding your offerings

It is imperative to know who will ultimately be clicking that “chat now” button, as you will want to build the live chat experience to attract and serve them, while not confusing those looking for something else.

Awareness and Call to Action

One of the most important aspects of live chat is simply making users aware that live chat is available.

Consider how users interact with your site, where their eyes might be and where on the site they will most likely need your help.

Using attention grabbing graphics and clear and concise call to action language helps to not only notify visitors of your live chat capabilities, but also what to expect when they click that chat button.

Using Pre-chat Surveys

Pre-chat surveys will not only allow you to gain even more information regarding those using your website pre-chat, but it also will allow you the opportunity to better assist your chatters.

If you’ve already defined a clear target audience for the types of chat you’re able to assist, use the pre-chat survey to gain a better understanding of the chatters, and how you can cater to their needs.

Tailoring Your Form Fields

Form fields are a delicate topic. It’s imperative to use the least amount of form fields possible to gather the information needed to properly handle online visitors requests.

With that in mind, it is important to keep in mind your audience, what needs they likely will have, and what information you will need from them pre-chat to assist them and document the record.

All that’s left if to take that information and boil it down into as few form fields as possible, to make it easy for visitors to fill out. Something as simple as doing away with one field can have a dramatic effect on live chat conversions.

For example, instead of requiring two fields for “first” and “last” name, could you get away with only using one field for their name?

Tips for Using Live Chat To Improve First Contact Resolution Rate

First Contact Resolution (FCR) rate is the rate at which a customer service call gets resolved during the initial contact with a customer service agent – the higher the rate the better. The FCR is a key performance indicator for any contact center.

Live Chat Improves First Contact Resolution Rate
First Contact Resolution (FCR) rate is the rate at which a customer service call gets resolved during the initial contact with a customer service agent – the higher the rate the better.  The FCR is a key performance indicator for any contact center.

It provides a great indication of customer satisfaction level.  After all, the more often someone needs to contact customer service to resolve an issue the more likely it is that they will become increasingly annoyed with every interaction.

Recent Findings

A recent study found that the average FCR rate is 66%.  The same study also reports that the biggest priority for contact centers (45% of those survived) is to improve the customer experience.  It makes sense then that one way to improve the customer’s experience with your business is to increase your FCR – and the right live chat solution can take you a long way to achieving this objective.

Here are a few tips for leveraging an effective live chat solution – along with the advice of a knowledgeable and experienced live chat vendor – to help you improve the customer experience and your FCR rate.

Improving The Customer Experience
  • Live Chat Analytics – If your live chat solution provides you with intelligent and useful reports and real-time analytics then this information can be used to help you identify certain characteristics about your site visitor before they even initiate contact with you.  From identifying site visitor location, browser type, page, website path and a variety of other pieces of valuable information you can begin to determine the concerns and potential issues of the customer – proactively.  This way you’ll be more prepared to address the customer’s issues as expeditiously as possible.
  • Live Chat Automation – With every customer interaction you become more attuned to the issues your customer’s face.  As you would expect, many times these issues are common among your customer service interactions.  To improve the speed and consistency of your interaction use your live chat solution’s ability to create canned responses to common questions.  With this, even a new customer service agent can address a customer issue as quickly and thoroughly as a pro.
  • Live Chat Agent Training & Motivation – The effective use of live chat requires more than just live chat software.  It requires knowledge and experience in how to implement and manage the use of this powerful solution.  The right vendor can help you to train your live chat support agents so that they are highly efficient and productive.  As you can imagine, if you don’t use live chat efficiently and productively then you probably won’t move the dial on your FCR rate.  Live chat is great – but it’s not magic.  Also, consider some type of reward for high-performing live chat agents.  This motivation can lead to FCR rate improvement and is easy to measure with the right live chat reporting.