For many eCommerce merchants, their website’s live chat function is one of their primary means of communication with customers. That is why it’s crucial for eCommerce merchants to adhere to a well-developed set of best practices that helps to ensure their live chat representatives leave their customers feeling engaged and satisfied with the interaction.
Fortunately, we have created a list of the live chat tactics that will help eCommerce merchants provide customers with a great online experience. Although some tips may seem simple in nature, many businesses fail to get the basic components to a successful live chat experience right.
1. Visibility is Key
One of the most important aspects of live chat is its visibility. If customers can’t immediately see this feature while they are shopping, chances are they won’t search it out. In order to be easily detected, the window should be in the bottom right corner of the page with some sort of bright icon that is easy on the eyes yet readily seen. Even better, reach out to the customer first! Automate the first message to communicate with the customer before they run into an issue – that way they immediately have a helpful resource at their disposal.
Visibility also means that live chat should be available on every page in the same spot. If a customer ever runs into a problem they shouldn’t have to backpedal to the main page to receive assistance.
H3: 2. Respond Quickly
Replying promptly is the most important function an eCommerce site’s live chat can serve. Quick response times showcase a businesses’ ability to be attentive and professional in handling customer issues. An easy way to ensure that your live chat is speedy is to set up an automated response for initial contact followed by a swift follow up from a real representative. This way, shoppers will be engaged immediately and be attended to as quickly as possible.
3. Ask Questions
Understanding exactly what a shopper is asking using the live chat feature is the key to properly solving and answering their question. To get a full scope of the issue, instruct your live chat representatives to ask plenty of detailed, pointed questions at the beginning of the interaction to understand exactly what the issue is. Being thorough at the start of a conversation will help save time for both the representative and the customer later on.
4. Avoid Robotic Responses
An eCommerce merchant should sound professional, but also like a human being. Sounding too robotic will give the impression that there isn’t a person on the end of the line, which will leave the customer feeling isolated. Greet the customer warmly as they sign on and consider personalizing it with their name. Ask how they’re doing and how you can help them. Maintain a friendly tone throughout the interaction to keep that personal touch.
Additionally, be sure to maintain a tone of voice that properly reflects your brand. If you sell high tech gadgets and tools, you may be slightly more professional than an eCommerce store selling makeup or jewelry.
5. Know When to Escalate
A live chat representative should do everything in their power and capability to fix the customer’s issue. When they can’t, they should know when to escalate to a supervisor, IT professional, or alternative department. Be sure to vocalize this to the customer and assure them that help is on the way – if you take too long or leave them hanging they are more likely to abandon their cart and seek out a different merchant.
6. “Is There Anything Else I Can Help You With?”
Once the live chat representative shares their solution with the customer, they should confirm that they have solved the customer’s problem. Once this is complete, they should ask, “Is there anything else I can help you with?” The customer may have additional issues to discuss and it should be the live chat representative’s goal to provide a comprehensive customer service experience. Even if the customer doesn’t have additional questions, it highlights the eCommerce merchant’s commitment to superior customer service.
7. Ask for Feedback
Once the customer confirms they have no other concerns, an eCommerce merchant should present them with a poll or request comments on the interaction. This type of direct request is a great way for an eCommerce site to gain valuable feedback and continue improving their live chat service.
For more tips on how to create the optimal live chat experience for online customers, contact our team of experienced eCommerce professionals today.