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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.

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 Cloud Contact Center Solutions

Page: 123
1.) 
Premium Listing
NobelBiz Corporation

NobelBiz OMNI+
NobelBiz’s latest product, the OMNI+, is a state-of-the-art contact center software that allows companies – regardless of the number of employees – to offer more efficient, standardized solutions to their clients. With OMNI+ you can manage your accounts on all popular platforms (from voice, to email, social media, and web chat) using a single browser. The software also offers effortless navigation between communication mediums and all customer interactions can be easily monitored by supervisors without interfering in their agent’s work. As far as integration goes, the product can be installed and ready to use in maximum 72 hours and can easily be overlaid in pre-existing infrastructures.
PH: 760.405.0105


2.) 
Accordia Solution

Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.

Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
(read more)
PH: +603 5569 9816

3.) 
Amtelco

Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.

4.) 
Arise Virtual Solutions

The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.

5.) 
Aspect Software

Aspect Via
Aspect Via is the premier large-enterprise cloud contact center platform and solution featuring best-of-breed contact management and workforce optimization applications. Cloud neutral technology enables businesses to choose the cloud, hosted or hybrid deployment environment they prefer.
PH: 1-888-547-2481

6.) 
Astute Solutions

Astute Agent
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.

Astute Agent balances agent efficiency with customer experience. Here’s how:

- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.

- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.

- Time-saving case feat...
(read more)

7.) 
Britannic Technologies

INBOX
INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.
PH: 01483 242526

8.) 
Brook Trout Solutions

CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes:
CCaaS: Talk Desk, Five 9s, Nice, Genesys and more
SIP Trunks: Many Global Providers to lower cost and improve operational efficiency
SD WAN: Connect to customers rapidly with the latest network technology to scale with flexibility.
Our service are at no cost to our customers. We look forward to meeting you!
PH: 800-886-9199

9.) 
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.
PH: +1 512-872-7565

10.) 
Call Tracking Metrics

CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.

Conditionally direct calls, texts, chats and forms based on:

• Actions the customer has taken on your website
• Whether they’ve previously contacted your business
• Which agent they last interacted with
• Custom criteria unique to your business needs
• The location nearest to your customer

Say...
(read more)
PH: 8005771872

11.) 
CallShaper

CallShaper
Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.

Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.

With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!
PH: 888-276-1370

12.) 
Cloud Call Center Search

From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.
PH: 800-741-2998

13.) 
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:

14.) 
Connex One

Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.
PH: +27 73 485 8072 / +27 61 192 680

15.) 
Consilium Software

Consilium AWS and Amazon Connect Offering
Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully...
(read more)
PH: (+61) 406 501 368

16.) 
contactSPACE

contactSPACE
Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.
PH: +61288803111

17.) 
Content Guru

𝘀𝘁𝗼𝗿𝗺®
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.

Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.

18.) 
CSX Cloud

CSX Cloud
CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
PH: 18665474764

19.) 
Edify

Edify Huddle
Edify connects businesses with customers and employees with each other. The company’s Business Communications as a Service (BCaaS) platform, Huddle, is the only one that unites unified communications (UC), contact center (CC) and communications platform (API) functionality in a single software solution that lets users move seamlessly among channels within one conversation. Edify removes all the risk of using its cloud-based platform with five free users forever, global availability, real-time redundancy, usage-based pricing and a 100% SLA uptime guarantee.

20.) 
Empirix

Empirix Hammer Cloud
Empirix is the recognized leader of end-to-end contact center test automation and script development solutions on the market. Our renowned product line, Hammer, offers functional, regression, systems integration, performance, and customer experience testing for on premises, hybrid, and cloud environments. We also offer work-from-home test solutions to ensure continuity of experience for your customers across any environment.

Hammer Cloud Platform (HCP) is Empirix’s new comprehensive, test automation offering that integrates functional, regression, systems integration, performance, and customer experience testing into an intuitive, software-as-a-service (SaaS) solution.

With HCP, it’s...
(read more)
PH: +1 978 313 7000
 
Page: 123



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