Live chat software is primarily used to accommodate the queries and concerns of the clients as part of the technical support of a company. This type of support system has been proven very effective in satisfying customers’ needs and increasing sales of the companies. According to a recent study conducted, 90% of the clients find live chat software support as very helpful. There is also 63% likelihood of dropping another visit to a website that offers live chat support. This is technically equivalent to 63% potential clients, sales and profits.
However, there are other things you could do with live chat software. Maximize your live chat software by doing these six other creative functions:
1.Welcome your guests. Live chat support need not be for guests’ concerns only. It could be used for welcoming and making your guests feel at home by making creative and personalized welcome messages. At the same time, you could add the logos or tag line of your company, as a form of non-intrusive advertisements. After giving them a warm welcome, you could encourage the guests to look around while letting them know that someone is available to help them, whatever is their concern. Guests would feel more comfortable knowing that there is somebody available to attend to their needs in the very same manner an actual salesperson would.
2.Promote new products. When visitors browse your website, that is a great indicator that they are looking for something. This is a great opportunity to introduce a new product to them. New products usually need more detailed description and promotion as the clients have limited information about them. Guests usually appreciate knowing the latest item or product first hand.
3.Evaluate the overall experience of the guests through feedbacks. Live chat software is also a great tool to measure the total satisfaction of the client from the time of visit to the end of it. At the end of transaction, whether your client was satisfied or not, you would benefit from all the feedbacks of the clients. It would help you determine the status of your business as to its effectiveness to service a client. It can also help you modify the layout or design of the page according to the comments and suggestions of your clients. Plus, it could be used as a means of letting the clients know that you value their patronage and that their satisfaction is your primary business.
4.Use it to inform clients of promotions and new packages. This is also an effective marketing strategy to encourage the clients to avail of some new offers with discounts or coupons that your company is offering. Or you could add a twist by giving discounts when your clients take the time to answer some feedback forms or refer your company to friends.
5.Assess employee and costumer relations more accurately. Most live chat companies offer a feature that records all the conversations. After a day’s work, you could use these as bases of your employee’s assessment. How did the employee deal with the client? Was he helpful? Cordial? Or does he need some more training in relating to the clients? You could also assess how satisfied the client is through their communication.
6.Chat transcriptions could be used as reference for any issue or complaint. As most data are recorded, these chats could be saved and further used for any clarification needed when the situations arise. Sometimes, the customers would feel that their concern was not met. Having a recorded conversation could validate this information, which could help resolve the situation.