Sometimes, the one-on-one text-based conversation does not prove enough to satisfy your customers' queries and the chat session keeps on extending instead of entering into a conclusion. Why does this happen? Although, this is not going to happen all the time but there are some occasions when wavering customers come across some complications where they want to have detailed and clear information about a product. The detail can even go this lengthy that it can consume a lot of operators' precious time. Therefore, handling such queries or customers especially during the busy hours, becomes difficult as it hampers their multi-tasking to a great extent.
Thus, being engaged with a single customer, an operator may lose many others, who could have generated more revenues for your business. Here is where an operator must take the edge of file sharing feature of live chat software.
Transfer Multiple Informative Documents
Depending upon the type of queries, a live chat operator can transfer files in form of images, files, folders or any other document. Almost all types of files except executable (.exe) files can be sent through the chat software and dashboard. Normally, the maximum limit of sending files is 5mb. A chat operator can send multiple files simultaneously but the total limit cannot exceed beyond 5mb. However, depending upon the type and version of live chat software, file transferring range may increase or decrease accordingly. Images are sent when a customer wants to have a closer look of a particular product that is not possible to explain in a text-based conversation. The link of the file and thumbnail impression is automatically saved in your chat history.
Ease both for Operators as well as Customers
Sharing files is also important in a way that it lets operators do more in the limited time. Instead of getting pulled in long debates with customers that can sometimes create a miserable situation, the chat operators can transfer files that help them work in a flow while maintaining their multi-tasking capabilities. On the other hand, customers neither need to wait long for getting their issues resolved nor do they need to go to multiple support agents for getting online support service. Transferred files are also important for your customers in way that these can help them save the data (files, pictures, documents, invoices) in their system that can be used for assistance even after the chat session is over.
One thing, the operators should keep in mind that they should transfer selected files that carry useful, accurate and precise information and not irrelevant details, which may give an impression to your customers as they are just being stopped by the bombardment of information.
Thus, being engaged with a single customer, an operator may lose many others, who could have generated more revenues for your business. Here is where an operator must take the edge of file sharing feature of live chat software.
Transfer Multiple Informative Documents
Depending upon the type of queries, a live chat operator can transfer files in form of images, files, folders or any other document. Almost all types of files except executable (.exe) files can be sent through the chat software and dashboard. Normally, the maximum limit of sending files is 5mb. A chat operator can send multiple files simultaneously but the total limit cannot exceed beyond 5mb. However, depending upon the type and version of live chat software, file transferring range may increase or decrease accordingly. Images are sent when a customer wants to have a closer look of a particular product that is not possible to explain in a text-based conversation. The link of the file and thumbnail impression is automatically saved in your chat history.
Ease both for Operators as well as Customers
Sharing files is also important in a way that it lets operators do more in the limited time. Instead of getting pulled in long debates with customers that can sometimes create a miserable situation, the chat operators can transfer files that help them work in a flow while maintaining their multi-tasking capabilities. On the other hand, customers neither need to wait long for getting their issues resolved nor do they need to go to multiple support agents for getting online support service. Transferred files are also important for your customers in way that these can help them save the data (files, pictures, documents, invoices) in their system that can be used for assistance even after the chat session is over.
One thing, the operators should keep in mind that they should transfer selected files that carry useful, accurate and precise information and not irrelevant details, which may give an impression to your customers as they are just being stopped by the bombardment of information.
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ReplyDeleteIf you are in the market for a Live Chat system, you will want to check this. What if you could tie your Customer Relationship Management software to the live chat experience.