How To Make Your Chat Support Software More Efficient

Integrating online chat software is a step towards improving your company’s performance. However, it takes optimizing the software to reap the most benefits. Below are a few tips to make your chat support software more efficient.

Chat box design and support

Ensure that the chat box design and placement is prominent. You could choose to have it exclusively on the contact us page. Another option is to have a live chat button either at the bottom or at top of every page. If you choose to place it on every page, let it be prominent but not dominating on the page.

24/7 customer support

This aspect is especially crucial if you have customers from across the globe because of the different time zones. If your economies of scale do not allow you to offer 24/7 customer support, ensure you indicate the times you are offline and put your live chat software status as offline on those times.

Peak Time Support

Take note of the timings when most customers visit your website. Ensure that during this time there are adequate live chat agents available to interact with the customers. Properly leveraging on these times can help you boost customer conversion.

Train your live support team

While it may be tempting to randomly pick company employees and place them on the live chat team, it is not effective. You need a team that understands the use of the chat support software you have integrated on your website. In addition, the chat agents must have the necessary customer care soft skills. They should also have strong knowledge of your products and services to enable them respond to customer questions accordingly.

Multilingual chat support

If your customer base is multilingual, then you should offer support in the different languages. With the help of your live chat software providers, you can customize the software language settings accordingly.

Reassure and nurture your customers

When a visitor comes to your website, it can be an opportunity to nurture them to a customer. You can reach out to the visitor by starting a chat with them. Welcome them to your website and assure them that your team is readily available to answer any questions they have. At this point, it is important to ensure that you do not become sales oriented. With time, the customer will feel cared for and may consider doing business with you.

Optimize Your Chat Support Software To Collect Customer Information

Work with your live chat software provider to setup the software in such a way that you are able to gather customer information such as their IP address, geographical location, how much time the customer spends on the website and on which pages, among others. You can use such information for strategic planning.

Optimizing your live chat software will not only give your customers a pleasant experience on your website but also a competitive edge; it will also help you increase your conversion rate, sales and improve your profits.