Better and Faster Communication for Online Support
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Telephones worked 100 years ago. And for many years, customers seemed to ask questions via email but why should this be the case when live chat is now a viable option? Rather than waiting, the consumer of today needs quick answers and this can be achieved with live chat options — but how do you make the most of such a service?
Live Chat
First step is first, you need to have live chat. It’s 2017 and if you still don’t have webRTC or at least live chat, you’re falling behind. Remember the guys who said “Oh I don’t need email, all my customers are on the phone”? Online websites needs to communicate faster and you need live chat to do so. Take for example my past startup which was acquired recently, Sense A Life. Live chat was SO crucial to our users, that they would leave our website to find our Facebook page and than message us through it, because they realized that email will take too long to respond. Your customers wants to know the answers to their questions instantly, and you need to be there to provide that answer to get sales. Did I mention that 63% companies who use live chat on their website have noticed an increase in retention? This is what better support can do for your company.
WebRTC
If you want to keep your customers happy, try adding webRTC to your bundle of support tools. This way, you can communicate wherever they are in the world keeping them happy with your service. WebRTC lets you instantly share live video with no installation of anything, so it’s a great way businesses online are using it to communicate with their customers. There’s a number of ways to get this technology on your website. One way is using an API such as tokbox.com or twilio.com, but these can take a very long time to set up. A better alternative is ThinkRTC, which will let you have this technology all set up for you (webRTC, admin dashboard, live chat, ect )by embedding a few lines of javascript on your website.
Smarten the Workflow
Although the many different platforms for communication nowadays can be useful, it can also be a pain if you have hundreds of customers all contacting you in different ways. When this happens, a system is needed so that they all filter through one channel and this can be achieved with live chat. When using ThinkRTC or Zendesk, all customer requests and messages will be pulled into one place. Then, you can easily switch between phone, email, message, etc.
Be Impressionable
Back in the days of the early internet, customers were simply amazed that they could talk to people on the other side of the country which meant that appearance took a back seat. Now that we are all used to communicating with laptops and tiny devices that fit into our pockets, we need more and this is now achievable. For example, the many customization options allow you to choose between themes and layouts to leave an impression. Suddenly, your customers will want all other companies to be like you.
Improve Engagement
In years gone by, engagement with customers would only really come when they asked for it. However, times are changing and more businesses are starting to adopt a more proactive customer engagement model. With live chat, you are offering your support to all customers before they might need it which can be reassuring. Rather than giving up with their order, they will ask for help which can ensure more sales for your company.
In addition to this, you will be able to see the pages that have been visited to ‘sense’ where trouble may arise rather than randomly guessing and hoping for the best. Furthermore, automatic triggers will automate the process. For example, popping up during the checkout phase might be a good idea just to ensure that the transaction goes through with or without the chat being utilized.
Analyze Communication Data
Finally, the use of analytics will allow you to really understand your consumers because you can notice trends and adhere to how they shop. Additionally, you can review your own performance by assessing response times with the live chat. With so much information available, your service will become as efficient as possible and the whole company can move forward towards a common goal!
