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Work smarter: live chat best practices - Zendesk - ContactCenterWorld.com Blog

Work smarter: live chat best practices

With every day that passes in our brave new business world, more companies discover that the key to providing effective, real-time customer support is live chat. Businesses that initially questioned whether online chat was a useful channel are now focused on getting the most value from it.

Done well, online chat is the customer support tool that keeps on giving. It can funnel more customer interactions into chat, reduce operating costs, increase customer satisfaction, boost agent productivity, and make an impact on sales conversions. Yet, as with any communication channel, there’s a right way and a less effective way to offer live chat to your customers.

Effective online chat deployments produce far-reaching benefits—ripples that start with your customer service team, then touch the entire company, then, finally and most importantly, benefit your customers, too. But these ripples don’t happen in a vacuum—they’re the result of careful planning. Read on for live chat best practices that ensure you get the most from your chat implementation.

Align chat with your business goals
At a minimum, you must understand why you’re using online chat. What business objective will chat facilitate? Live chat should be fully aligned with your company’s business goals and its role in reaching those goals should be crystal clear. Some might include:

  • Meeting service level agreements (SLAs) for things like wait time, first reply time, etc
  • Proactively solving customer issues before they arise
  • Reducing shopping cart abandonment

Optimize the user experience
Where, when, and how you make live chat available on your website affects the experience your customers have when they visit your site. Consider live chat location, access, and timing as the three legs of the user experience stool. To fully harness its potential, chat should be deployed proactively. A respectful and well-timed intervention can make the all the difference between a customer completing a purchase or abandoning their shopping cart. The key is to be unobtrusive, so you don’t turn off potential customers.

Determine your staffing requirements
It’s critical for companies to plan for how agents will manage the live chat feature before rolling it out. Successful deployments consider agent experience, chat routing, and whether or not agents will be supporting other customer service channels at the same time.

Train your agents on live chat
Seems like a no-brainer, right? Perhaps—but it bears mentioning that agents must truly understand the program, as well as the underlying customer service aspect of live chat, and how it differs from other channels. There’s a nuanced etiquette to online chat–especially proactive live chat–that’s crucial to its success as a customer service tool.

Build a Chat Workflow
Regardless of which customer service platform you’re using, you’ll need to build a workflow that ensures a consistent support experience for your customers, a reliable ticket escalation path, an agent assignment plan, and real-time channel management and monitoring.

Monitor success and metrics and improve deployment
Once chat is up and running, monitor chat analytics on a regular basis. Using data and reporting on things like average wait times, customer satisfaction and agent productivity allows you to make changes as needed to ensure you’re offering customers the best service possible.

In short, to maximize live chat for your business, it pays to be smart about how it’s deployed. Online chat best practices such as establishing the right objectives, hiring the right number of agents, training them well, and creating a workflow are crucial first steps. Once chat is up and running, keep a close eye on your success metrics and iterating to fully realize chat’s huge potential.

Want more live chat best practices? Read the guide:How to grow your business with proactive chat support

Source: https://www.zendesk.com/blog/live-chat-best-practices/

Publish Date: May 17, 2017 5:00 AM


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Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
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Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
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Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

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* Helpdesk
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By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

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SPEED
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- Customer Service
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Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 



View more from Zendesk

Recent Blog Posts:
How to increase conversions with chatMay 26, 2017 5:00 AM
Let’s get serious about improving the customer experienceMay 26, 2017 5:00 AM
You don’t always need call center scriptsMay 25, 2017 5:00 AM
Setup your agents and end-users for success with ChatMay 25, 2017 5:00 AM
How customer-centric is your business?May 23, 2017 5:00 AM
Creating a customer service definitionMay 22, 2017 5:00 AM
Ticket deflection: the currency of self-serviceMay 22, 2017 5:00 AM
Improve the agent experience for happier customersMay 22, 2017 5:00 AM
Work smarter: live chat best practicesMay 17, 2017 5:00 AM
Improving the customer experienceMay 15, 2017 5:00 AM

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