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Ways to Improve Live Chat on Website

By DJ Willis Subscribe to RSS | April 27th 2012 | Views:

One of the greatest advantages of live chat software for companies is that it allows an individual representative to manage multiple customers simultaneously. Because communications with customers via text communication is slow, it provides an opportunity for tech support representatives to manage more than one customer simultaneously.

A very important factor that will quicken the communication with customers is to use canned responses to common issues. Instead of having the representative type exactly the same thing repeatedly to several customers, it's a lot more efficient to have them insert a bit of boilerplate that will be just as beneficial to the client. Then the representative may then help another customer while the first one is following the directions within the boilerplate.

Occasionally there are not enough technical support representatives for both online and phone support. That's the reason it is very helpful to have queue capabilities in the live chat software. When there aren't any representatives available, the consumer will be placed into a queue. The customers will be served based upon the entry time in the queue.

It may be helpful to have the software display the estimated queue time to the customer to ensure that he can go do something else while waiting. This may lessen the frustration level of the customer who did not prefer to wait to get support help. Although waiting is not ideal, showing the estimated wait time can often be useful in calming the customer down so that they can do something else for the time being.

One of the most important features to possess in live chat software is application viewing. In many cases, the technical support representative will want to look at what's going on when the customer is running an application. With this capability, the representative can see what is going on and interact with the application.

The end-user must grant permission for the representative to have a look at the application. This is an excellent privacy safeguard to make certain that customers who feel uncomfortable about having another person in the computer can deny that permission request. However, users should be encouraged to give access because it will make it much easier and quicker for the tech support representative to figure out what the issue is.

Some websites attempt to increase the number of conversions or sales by having a window displayed that offers website visitors a chat with a representative to answer any questions that they may have. A lot of people prefer to ask the question directly rather than search an entire website for answers to their questions. That is why having live chat software via pop-up windows is an extremely good way to increase sales.

Of course, it is not practical for many businesses to offer live support at all hours. It is best to limit the times of day to those when the website has the most customers, which is generally throughout the day and the early evening. This way, the organization saves costs on labor while still improving the conversion rate.

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