The field of customer care is one that is undergoing changes and developments every day. Newer and more enhanced technologies are cropping up in call center software solutions and it is important to stay up to date with them. After all, all these new technologies have been devised keeping the customer in mind. As agents at a call center it is your duty to ensure that you go the extra mile to satisfy the expectations of your customers. At present, omnichannel customer care has garnered support all over the world. Customer support agents today use multiple channels like emails, text, phone calls, live chat and so on.
As it turns out, the live chat feature within cloud contact center software is one of the most popular tools used today. Statistics show, that it can help you increase your conversion rates. That means, more and more customers would be turning to your business and that would result in an increase in your revenue. However, some contact centers are still pretty apprehensive about incorporating this software into their operations. Are you one of them? Or maybe, you have just implemented it and haven’t found it to be too helpful? Then it could probably mean that you aren’t using it right. Don’t worry, the five tips we have provided below could help you out-
• First and foremost, you need to determine when most of your customers are logging in. Of course, even if your outbound call center software is equipped with a solid live chat feature, you cannot have the live chat going 24*7 since it may not be cost effective and wouldn’t even make sense. This is particularly important if you are handling international clients. You would have to figure out the time period when the maximum number of clients, are using your site. Based on that, you can use the live chat software.
• The whole point of implementing live chat into your contact center software solutions is to ensure that you provide the human touch. That makes sure that your customers remain within their comfort zone and are able to better express themselves. If you are prerecording your messages, then that just defeats the whole purpose. It would be robotic and that is something your customers are bound to detest.
• It would be advisable to have separate agents handing your live chat feature and service of your cloud customer service software. As a matter of fact, agents who have experience in sales would make for great live chat reps. They would be able to communicate with your customers better and even pitch the products to them. Such agents would be able to lead your customers towards more sales and that automatically sends your conversion rates through the roof.
• Live chat reps need to be trained beforehand. This job requires more expertise and experience than others. Your live chat reps should have a wide knowledge base and should be thorough with the operations customer contact center software solutions in order to provide efficient solutions. There are separate training programs available which would allow your agents to hone their live chat skills and work on their communication strategies. You should also arm your agents with FAQs or even some cheat sheets which can help them out in case or emergencies.
• Live chat would be great way to make your presence felt on social media. When your customers thank you via chat for your help, you should take the opportunity to show your gratitude towards them and ask them to like the official Facebook (or any other social media platform you are using) and leave a feedback. Haven’t done it yet? The best telemarketing software would allow you to implement social media in your live chat options.
Live chat today is one of the most popular and is an important feature of the best call center software that you can use. If you haven’t tried it already, what are you waiting for?
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