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Live Chat best practices

Live chat best practices

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Live Chat best practices

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  1. Live Chat Best Practices

  2. Need for Live Chat Businesses being readily accessible to wide range of modern technologies are willing to provide appropriate assistance to their customers in real time. Following the need, the demand for brand relationship and customer engagement has escalated simultaneously. To grow the brand exponentially integrating a Live Chat support into the business can be a lot more beneficial.

  3. Align Live Chat with your Business goals • Meeting the Service Level Standards (SLAs) • Meeting customer support KPIs of faster service, faster response time, customer demand • Solving customer queries

  4. Optimise customer experience • Be proactively accessible to extend an unobtrusive experience • Inculcate Live chat at the right location to tackle issues like cart abandonment • Build loyal relationships with convenient trials

  5. Integrate live chat with your CRM and automation tools Integrating the CRM with your live chat is an extremely beneficial feature for your business to sync the individual customer identities- name, email id, and any other personal preferences which can later be deployed for significant customer information

  6. Improve response time with canned responses • Faster response with some predefined customized responses • Predefined responses present a consistent brand experience • Customization is the key to alter responses personalized to each customer.

  7. Categorize chats with tags The chats are categorised with tags based on the types of questions customers can have which are then forwarded to the right agent/department leading to increase in chat accuracy.

  8. Support live chat with other channels • Include internal links to different channels providing in-depth information • Easy maintaining a timely follow up of all the emails, chats and calls

  9. Monitor the metrics and SLAs Adopting live chat metrics lets you measure : • Team performance based on the specified KPIs (Key performance indicators) • Analyse data regarding live chat performance, customer satisfaction, average wait time, agent productivity and cost per conversation • Enhance Service Level Standard

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