Customer service strategies with Live chat to ward off competition

For a business, standing out amongst the competition takes more than just reducing prices or introducing a new marketing concept. For instance, Allow exemplary customer service to provide you with that edge and help you go ahead of the rivals.

 The Harvard Business Review recently conducted a survey of customers to understand their priorities when it comes to customer service. And the results were quite surprising. All the customers did not want to make an effort during their purchases. The more effort they had to put into making their purchases, the more dissatisfied the customers became. When we promise our customers good quality through our live chat support service it doesn’t really have much of an impact; they are more concerned with the fact of receiving their purchase on the said date. Hence, you need to reduce the effort your customers have to make during the sale to improve the quality of your customer service.

Let’s review different live chat customer service strategies that you need to implement to ward off competition in your business circle.

Live Chat providers should have perfect knowledge about the product

The chat reps that are providing assistance to the customers should be given complete knowledge about the products being sold. Why? So that customers should be able to have their questions answered promptly. Not making your customers wait for long ends while you search on information related to the product under query goes a long way.

Train Chat Providers to Provide Empathy

Live chat greeters should be trained in emotional exchanges. In other words, the service provider should be able to share a customer’s enthusiasm or reduce his frustration if he is distressed. When customers are made to feel that someone is sharing their joy or frustration, they automatically feel cared and it eventually leads to rising customer satisfaction.

Resolve Customer Complains ASAP

The Harvard surveyors concluded that when customers had to repeat their problems to live chat providers they would become highly frustrated. Tend to the complaints as soon as they surface and the only way to ensure that is, when the chat provider is capable of solving the problem and takes full responsibility for the complaint until the matter is resolved.

Provide Infrastructure that Supports Good Quality Customer Service

Provide your online shoppers with the option of ticket tracking, a service that allows them to track their packages online. Also, self-help options on your website can prove to be beneficial for your customers and eventually for the business. The FAQs section could save the online buyer’s time since he might get the answer to his question in that section and will leave the live chat service provider to be free to tend to any other customer who might require assistance.

If You Made a Promise, Keep it

If you tell a customer their package will arrive on a said date, make sure it arrives on time. This develops a customer’s trust in the business and allows them to return for further business.

In conclusion, as long as the customer is satisfied, the business will continue to strive. And providing the customer with good quality customer service through live chat support will leave the customer satisfied and content.