Web chat offers immense benefits by delivering near real-time, modern response to today’s customers who are well versed with digitalization.
Comparatively, web chat is much cheaper than the old and traditional telephonic communication. Over the past few years, with great support from call center software, it has contributed hugely to increasing customer loyalty by enhancing the online shopping experiences.
Reports indicate that around 16% of contact center managers in the UK list web chat in its top three priorities for the investment.
Also, 52% managers are more interested in a web chat solution. To make a web chat work for you, it is important that you organize the working of your company internally. Here are a few tips for that:
Before going live, it is important that you test your chat service and take a first-hand experience of its working.
Also, before you open it for the customers, ensure that your agents are well versed with the steps customers must go through for resolving a specific query.
It is always advisable to start small by introducing a few simple services first, trying it and then adding more sophisticated ones after the first services are well received by the customers. It also helps to enhance the confidence of the customer and the agent.
Just as it is imperative that you choose the best call center software solutions for your web chat, similarly choice of well-trained agents are equally important. It is a total misconception that the best telephone agents are equally good as web chat agents.
For this particular role, the agent must have excellent writing skills and also an inherent ability to communicate concisely and clearly. It is advisable to consider appointing agents with sales experience for conducting web chat on your company’s behalf.
When your product is more of a technical type, choose agents who have a good grasp of technical information. In case you are running a multilingual contact center, the agents with excellent written language skills must be preferred.
In case you have opted for a raw talent, then it is important that you train your staff and guide them about the working of web chat and your expectations from them.
Apart from giving them inputs regarding the product and the general customer service, make them understand the importance of looking at each query from the perspective of the customer.
Customer data is highly sensitive. Hence, you must ensure that the agents know when to keep it out of the web chats. Always keep a keen eye on the network security and update the agents regarding the usage of passwords and storing of private details.
Here we will discuss the case of a major Indian Fashion and Lifestyle e-commerce website that offers hundreds of hi-fashion clothes and accessories to the population all over the world .
Based in India, the company has a call center set up in their head office so that the representatives can attend to the queries of the customers through email, and by phone.
They were using the online call center software for conducting their daily communication activities such as recording, routing, call monitoring and so on.
But even then, the performance of the company was not improving. To find out the reason behind the dip in the performance level, the higher management conducted an audit and found out the areas that needed improvement.
One of the feedback's revealed that most of the customers preferred live or web chat for asking queries and communication instead of emails and support lines as they take a lot of time.
The company then decided to look for an alternative option for communicating with the customers that was both effective and fast.
That is when; they decided to include web chat in their program. After integrating the new call center solutions in its support channel, the company immediately started getting benefits.
1. The addition of web chat feature increased the number of registered users as it is highly convenient for everyone to ask a query using a chat instead of waiting in the queue while calling or wait for the response of the mail.
2. The live chat helped the agents provide faster service to the customers which in turn increased the company’s CSAT score by 1.5% in one-quarter.
Reports indicate that around 16% of contact center managers in the UK list web chat in its top three priorities for the investment.
Also, 52% managers are more interested in a web chat solution. To make a web chat work for you, it is important that you organize the working of your company internally. Here are a few tips for that:
1. Take A Trial First
Before going live, it is important that you test your chat service and take a first-hand experience of its working.
Also, before you open it for the customers, ensure that your agents are well versed with the steps customers must go through for resolving a specific query.
It is always advisable to start small by introducing a few simple services first, trying it and then adding more sophisticated ones after the first services are well received by the customers. It also helps to enhance the confidence of the customer and the agent.
2. Get Qualified Web Chat Agents
Just as it is imperative that you choose the best call center software solutions for your web chat, similarly choice of well-trained agents are equally important. It is a total misconception that the best telephone agents are equally good as web chat agents.
For this particular role, the agent must have excellent writing skills and also an inherent ability to communicate concisely and clearly. It is advisable to consider appointing agents with sales experience for conducting web chat on your company’s behalf.
When your product is more of a technical type, choose agents who have a good grasp of technical information. In case you are running a multilingual contact center, the agents with excellent written language skills must be preferred.
3. Train Agents Appropriately
In case you have opted for a raw talent, then it is important that you train your staff and guide them about the working of web chat and your expectations from them.
Apart from giving them inputs regarding the product and the general customer service, make them understand the importance of looking at each query from the perspective of the customer.
4. Make Security as a Priority
Customer data is highly sensitive. Hence, you must ensure that the agents know when to keep it out of the web chats. Always keep a keen eye on the network security and update the agents regarding the usage of passwords and storing of private details.
Case Study
Here we will discuss the case of a major Indian Fashion and Lifestyle e-commerce website that offers hundreds of hi-fashion clothes and accessories to the population all over the world .
Problem
Based in India, the company has a call center set up in their head office so that the representatives can attend to the queries of the customers through email, and by phone.
They were using the online call center software for conducting their daily communication activities such as recording, routing, call monitoring and so on.
But even then, the performance of the company was not improving. To find out the reason behind the dip in the performance level, the higher management conducted an audit and found out the areas that needed improvement.
One of the feedback's revealed that most of the customers preferred live or web chat for asking queries and communication instead of emails and support lines as they take a lot of time.
Solution
The company then decided to look for an alternative option for communicating with the customers that was both effective and fast.
That is when; they decided to include web chat in their program. After integrating the new call center solutions in its support channel, the company immediately started getting benefits.
Result
1. The addition of web chat feature increased the number of registered users as it is highly convenient for everyone to ask a query using a chat instead of waiting in the queue while calling or wait for the response of the mail.
2. The live chat helped the agents provide faster service to the customers which in turn increased the company’s CSAT score by 1.5% in one-quarter.
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