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How to avoid the common mistakes in your Live Chat Support? - Livesalesman - ContactCenterWorld.com Blog

How to avoid the common mistakes in your Live Chat Support?

Live chat support has become an integral part of customer support for most businesses. Having said that, it is not successful for all, reason being that their live chat agents routinely make the same mistakes that diminish the brand value and costs valuable customers. To ensure that your live chat agents don’t stumble frequently, you need to know about most common mistakes in chat support and how to fix them right away.

Are you missing peak chat times?

Ideally, 24×7 live chat support should be available to your customers but in reality, most companies are not able to provide this for various reasons. Apart from this, another common mistake which businesses make is offering live chat agents support service in the regular office hours of 9 to 5 slot when it is convenient for them rather than during hours when they get more live chat requests.

If your business footprint is global then you could be receiving the bulk of your live chat agents support requests from your overseas clients at 1 am. If your live chat isn’t available at that time, you will be missing out opportunities to interact with your customers and possibly prospective orders too.


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How to fix?

The first thing you need to do is to identify your peak times when you expect the maximum requests for live chat agents support. In most live chat reports you can see details like total no of chats during a 24-hour-cycle and also the weekly pattern of your peak demand. If you observe that most requests for live chat agents support come during hours when you don’t have in-house staff available, you should outsource live chat support. Most live chat outsourcing companies offer 24×7 outsourced live chat agents.

All this information will help in making your staffing prediction report which eventually will result in better management of your live chats agents’ shifts. This will also help you in getting prepared for increased workload during festive occasions like Christmas or New Year eve. If you outsource live chat, you also have the flexibility of scaling up or scaling down according to your changing business needs. What more, some live chat outsourcing companies also provide outsourced Multilingual live chat support so if you get request for multilingual live chat support, you should certainly explore this option.

Are you taxing your customers too much?

The basic purpose of having live chat agents support is to make customers life easier by having free-flowing communication. Unfortunately, there are lots of companies who ask for lots of information before letting their live chat agents chat with their customers. Getting basic information from customers isn’t a bad idea as it helps in making a personalized chat but the problem occurs when the customer is asked too many questions before they get a chance to talk to a live chat agent.

How to fix?

Try to integrate your live chat with your company’s website or e-mail tool in order to provide a seamless experience for your customer. Don’t ask for the information, which you don’t require as that will only make your customer apprehensive about your motive. If you outsource live chat support, make sure that your outsourced live chat agents have access to your CRM so that they don’t have to bug your customers with too many questions before they can assist.

Ambiguity in written messages

Written communication has a major handicap as it lacks body language and voice. Therefore, in order to remove ambiguity in your conversations; live chat agents need to be very careful. Brevity and simplicity may be the hallmark of an ideal chat but at the same time, they can create misunderstandings. Live chat agents are more prone to create ambiguity if they are using short or one-word fillers in their answers.

The human mind is programmed to interpret ambiguous information negatively and there is very little chance of it being appreciated by your customer. If your live chat agents are using a language that lacks clarity, customers are more likely to judge them as being uninvolved, indifferent and rude.

How to fix:

The objective of a live chat agents support is to apprise your customer about the right course of action and what you can offer to them. One of the common mistakes live chat agents usually commit during live chat is using too many abbreviations which may give an impression that you are rushing the conversation because the customer isn’t important to you. The following table shows examples of ambiguous texts and how to replace it.

Don’t use                        Do use

Hi!                                     Hello! How can I help you?

OK                                    Yes, I do understand.

Check it on our website?   May I forward you the link to our website?

If you outsource live chat support, make sure that your outsourced live chat agents get a thorough training in these soft skills. This applies not only to English live chat agents but also multilingual live chat agents.

Being careless with the privacy of data

We are living in times where we have access to every kind of data related to our customers such as location, device, shopping history, shopping cart content, and also their social media activities. All these data can be used productively to enhance customers’ experience. If a customer gets the feeling that the live chat agents know things about him that they hadn’t shared with them, he will feel jittery and creepy.

How to fix?

Always use your customer’s information to serve him or her in the best possible manner. So, if you want to suggest a specific product to your customer, go ahead and do it instead of saying that you are suggesting because of his past purchase history. If your customer shares something, which you already know, live chat agents should not acknowledge it.

Live chat agents should make it a point to explain to your customer about every step that they might take and ask for his consent even for routine things like sharing the chat with a teammate and sending details through email. Live chat agents should be as transparent as possible while collecting customer data but at the same time need to jealously protective about it. Collecting sensitive information like credit card details should be avoided unless the chat is SSL secured. If you outsource live chat support, ask your live chat outsourcing for their data protection policy.

Making your customers wait too long

The response time on live chat support is of utmost importance for businesses. Unfortunately, they still get it wrong resulting into customer churn. According to a latest report by LiveChat, on an average, it takes 48 seconds for a first response. So, you should try to better that average.

It will be damaging to your company’s interest if you make your customers wait. This fact is corroborated by a research carried out by Forrester and Amex which shows that among younger generation in the age group 16 to 22, around 20% would stop using a particular brand if their chat responses were on slower side.

How to fix?

Such things happen only in those companies where it is claimed that their live chat agents are available for the chat when in fact they aren’t or maybe they have a skeletal staff that isn’t able to cope up with the large volume of work.

It is very important for companies to know that they should set up live chat support only when they have enough live chat agents to provide a high quality service. It is always preferable to give support either through e-mail or telephone calls than to offer a sub standard live chat facility. Alternatively, you can outsource live chat support to a live chat outsourcing company. Outsourced live chat agents are both cost effective and efficient and allow you to focus on more critical tasks.

Using a high level of automation

To some extent, automation is good for companies but the problem arises when businesses get an impression that customers too prefer an automated system.

On the contrary, in the online environment customers are already inundated with automation and when they reach out for live chat agents support, predominantly it is because they are desperately seeking a personal human response. The data available also supports this fact.

Same is true when it comes to multilingual live chat support. Since most businesses can’t afford to hire in-house multilingual live chat agents, they use machine-translated automated messages which are usually replete with errors and do little to help the customers.

How to fix?

You need to be cautious while using templates. A readymade script may help in giving prompt replies and being consistent with the support you’re offering, but coming up with a generic and machine-based advice is the last thing you want. Even if you want your live chat agents to use pre-made responses for uniformity, faster and prompt assistance, make sure that they are thoroughly trained on how to modify those responses every time to suit customer’s question and to provide a more personalized and human experience. For Multilingual live chat support, you can consider cost-effective shared outsourced multilingual live chat agents.

Are you facing lack of skill?

You shouldn’t be under the illusion that you will manage a good live chat agents support service with low investment. Skilled and trained live chat customer support agents are key to the success of your live chat program and if you deploy live chat agents who lack the detailed knowledge of your business and products, it will damage your brand and company’s reputation.

How to fix?

To start with, you need to recruit qualified and professional staff and train them adequately. Make them fully conversant with everything related to your product and line of business and show them how to handle live chats. Don’t make your live chat service available till you have a team of well-trained live chat support agents. This is even more crucial if you outsource your live chat. Make sure that your outsourced live chat agents very well understand your business before they start interacting with your customers. Training and managing quality of Multilingual live chat agents may be challenging if you don’t have internal staff that understands the languages you offer support in. However, Multilingual live chat outsourcing companies offer an end-to-end solution for Multilingual live chat support that includes recruitments, training, quality, and ongoing operations management. At LiveSalesman, we offer Multilingual live chat support for French, German, Italian, Japanese, Chinese, Spanish, Arabic amongst 30 other European and Asian languages.

 

Source: https://livesalesman.com/how-to-avoid-the-common-mistakes-in-your-live-chat-support/

Publish Date: August 12, 2019 5:00 AM


2021 Buyers Guide Dialer Solutions

 
1.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

2.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

3.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

4.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

5.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
(read more)

6.) 
Consilium Software

Consilium UniCampaign™
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
(read more)

7.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.

8.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

9.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

10.) 
Megacall

Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration

11.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

12.) 
Nuxiba Technologies

CenterWare
Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.

Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.

Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.

13.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

14.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

15.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)

16.) 
Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.

17.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 



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