Best online chat

12-Jul-2018 03:13

Bill Carmody is the founder and CEO of Trepoint and a 22-year digital marketing veteran.His purpose in life is to be an inspirational leader who enjoys solving problems and creating breakthroughs for those brave enough to build a better future.The popularity of online shopping has grown tremendously.And, with customers spending more time and money online, this has raised customers expectations for online services.Traditional email and phone support channels aren’t enough.Today’s customers expect online chat options so they can talk with a customer service agent.Instead of answering the same question repeatedly, create a knowledge base where frequently asked questions can be published.Customer service agents can use this knowledge base in their replies and customers can proactively find answers to their questions too.

A best practice is to hold live training sessions with customer service agents with customers.

Train your customer service agents to demonstrate a sense of urgency whenever requests are initiated by a customer. Start with a simple, warm “hello” and let the customer lead the conversation.

The best practice is to accept a chat request as soon as you receive it. Train your customer service agents to show empathy for each customer.

According to Forrester Research, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a website can offer.

And live chat boasts the highest satisfaction level of any customer service channel according to, with 73% noting that they were happy with their experience with live chat compared with 61% for email and 44% for phone.With online chat, one customer service agent handles a number of customers while appearing to be attending to each customer one-on-one.

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