Things to Consider While Providing Proactive Live Chat Support

Being proactive is the most valued customer service practice as it not only shows your concern for your customers but also saves you from losing a sale. Now, most of the businesses, especially the e-businesses are using proactive approach to catch potential customers landing on their website. With the mindset of providing a proactive support, your live chat agents remain more active in observing the visitors activities on their websites so that they could greet a customer at the right time. However, if you are overdoing the proactive chat practice, it may cast an impression as the clients are being forced to make a purchase.


To make your proactive chat effective, here are some important things to consider.

• Before rushing towards potential client on your website, you need to thoroughly analyze customers' profile for which you can use live chat software's real-time visitor monitoring feature. This enables you to find out a potential client's location, the type of browser he has used to open up your website, the operating system he is using and the details about his membership.
   
• Gathering this much of information about a customer does not take too much time, but just a few seconds. This way, your chat agents can make themselves fully prepared to ask relevant and precise questions in proactive chat greeting. Additionally, live chat operators can increase the first call resolution rate on your website by providing a useful support to potential clients just in a matter of seconds, which ultimately rewards them in-terms of immediate sales.
   
• Proactive chat greetings should carry the essence of personalized support which is only possible when your chat agents have complete product knowledge as well as the necessary details about a particular customer. To make your proactive approach more personalized, you can send a greeting to a potential client in his native language. Give personalized attention to every word your potential client writes and then provide answers accordingly.
   
• However, if your chat agents are bombarding the pre-designed chat greetings to the potential clients, this may reverse the results and you may get more bounce rate on your website.

Entrepreneurs all across the globe are taking the edge or proactive approach to increase their sales volume. By using live support service in UAE and across other business centers, you can proactively greet every visitor on your website.

Use live chat software to generate leads for apparel web store

Live chat software does not only assist in providing excellent customer services it also helps in generating leads and increasing conversion rates. For an online retail store, live chat can work wonders, especially for an apparel e-store. When customers enter an online apparel store they are bursting with concerns and queries, using live chat software you can utilize customer needs to generate greater leads. There are many online apparel stores using live chat software in UAE and are generating leads by:

Lending a helping hand

When shopping for clothes, especially on a virtual medium, customers can really get confused and lost. If they cannot find their way out, they will quickly lose interest and leave your web store empty handed. However, if during their time of confusion, you step in and assist them, you will find yourself a potential buyer. To every customer, who visits your web store, if you offer assistance, you will increase the percentage of potential buyers.

Answering their questions on time

Nowadays, customers are impatient and tend to get agitated quickly. Gone are the days when customers would be willing to wait, now you have to be quick, otherwise, customers will leave you instantly. If you answer their questions on time, you will be able to retain the customers. And customer retention is directly linked with the increased sales. Whether customers want to know about the sizes, colors, availability of clothes or about shipment charges, your operators at the other end of your website should be ready with their answers.

Marketing your products

We all know how important effective marketing is for lead generation. If done wisely and correctly, marketing can flourish your business, and if done badly, it can destroy your entire business. Live chat software has a huge advantage that it can be used as a highly effective e-marketing tool. Other than answering their questions, your operators can market your products to the customers. They can suggest the latest items of your collection to the customers or they can directly lead the customers to the products that might interest them.

Providing convenience

When you give quick customer service and help your customers at the hour of need, you will provide your customers with maximum convenience. When customers will be satisfied, they will not buy from you but will also market your products through word of mouth. Customer convenience and satisfaction is also directly proportional to increased sales.

If you have UAE based online apparel store, there are numerous companies providing live chat service in UAE, which can provide you with the most advanced software. You can buy any software of your liking and generate leads for your web store.

What is a pre chat survey and why is it important?

A pre chat survey is kind of a form given to customers, before engaging them in conversation. Many e-commerce websites that provide online support services in UAE and rest of the world, ask their customers to fill up this survey form before proceeding further. Many e-commerce gurus consider that pre chat survey is an important step in any live chat conversation. Here are some reasons why pre chat surveys are important:

To gather information about customers
Although live chat software has advanced features that can tell you a lot about customers including their personal information, essential for your business. How much information you get depends upon the kind of questions you ask. It also depends upon the kind of business you run. Whether you want detailed information or just an email address, a pre chat survey can help you gaining information about your customers.

To filter out your visitors

A pre chat survey would also enable you to filter out the right customers. It would help you distinguish between serious customers and pranksters and bullies. Only those customers who are interested in buying your products will make an effort to fill a survey, while those who just want to waste your time will not find it worth the effort.

To assist customers on a personal level

Gaining personal information about the customers will help you assist them on personal level. By asking customers about their attributes, interests and preferences you can guide them about the products that ideally suit them and their lifestyle. For example, many travel websites ask their customers about their interests and lifestyle and suggest them places for vacations which suit their interest.

To analyze your customers

Although live chat support software has a real time monitoring feature, but a pre chat survey gives you a detailed analysis of the kind of customers who buy from you. Getting a hold on the type of customers, you want to serve will be a great help. It will assist you in devising the best possible marketing strategies for your website.

To help you remember customers and stay in touch with them

A pre chat survey will also help you remember your customers and stay connected with them. You can send information about the new deals on your web store to your customer via email. And when they return to your website for shopping again you can take a step towards creating a long lasting cordial relation with them.

A pre chat survey is an important step in any live chat conversation and must be applied by anyone who offers live chat services.

4 Ways Live Chat Improves Your Online Communication

Communication is the beginning of relation with your customers. Although, in a typical brick and mortar store, vendors or sales persons can have a face-to-face communication with every coming customer; but when it comes to online businesses, communicating with customers becomes a tough task. Retailers have to take the edge of slow responding emails and high costing telephone helplines. Responding your customers through emails or phone calls usually annoys them, by making them stand in long waiting queues.

Therefore, to conduct an effective and smooth communication with your customers, you need to integrate live chat software in your website through which you can establish an easy and smooth connection between you and your customers.

Here is how live chat software improves your online communication.

1. Quick Communication Reduces Hassle

Using live chat, you can communicate with your customers easily, smoothly and quickly, either by proactively approaching them or by responding to their chats. To provide a quicker response of general questions, your chat reps can use canned messages. You do not need to make your customers wait for their turns because the multitasking feature of this chat application enables your single rep to handle multiple chats simultaneously.

2. Seamless Communication Leaves No Question Unanswered

By deploying live chat support on your website, you can conduct a textual one-on-one conversation with all of your customers. The seamless conversation enables you to leave none of your customers' questions unanswered or unresolved. This way, you can increase customers' satisfaction and trust in your products and services.

3. Respond to Your Customers in their Native Languages

When you provide online services, you come across customers from all across the globe speaking different languages. In such situation, language could become a barrier in serving the worldwide customers, but the multilingual feature of online chat allows your customer service rep to serve international customers in the language they can easily speak and understand.

4. Real Time Response and Personalized Response

Personalization always pleases a customer as it makes him feel more valued. Using live support, your chat reps can provide real-time and personalized responses to every customer on your website.

This is how live chat improves your online business communication largely. The improved communication in-turn casts an enhanced image of your service. Along with increasing your online clientele, it helps you develop a strong customer relationship. Moreover, it also earns you lifelong customers, who later become your brand advocates.

File Sharing Feature of Live Chat Software - A Good Option for Improved Live Support

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.

Top Reasons for Retailers Use Live Chat Software for their E-commerce Websites

In this era of tough competition, you can hardly find a website without live chat software. Although, this web-based chat application offers numerous business benefits for which it is getting a tremendous popularity in the online business world; but here are a few reasons that are becoming the major driving force for retailers to get it installed on their websites.

Free Trial

Free trial perhaps is the biggest reason for retailers to choose live chat application for their websites. You do not have any risk of losing money because all that you need is to simply sign up and test a trail version. Usually, most of the chat software offer one-month free trial that proves enough to check the service while keeping every aspect in view.

Easy Installation

Easy installation is another appealing factor that attracts retailers to take the edge of this chat widget for their online business. Neither you need to follow a complex procedure; nor you need to spend extra time. Just signing up and entering a code will lead you towards few-minute easy live chat installation.

Enhanced Impression of Your Business and Website

Now the websites with live chat support software are considered more reliable and interactive. Moreover, the presence of live chat button also makes your e-commerce website more interactive.

Instant Leads

Live chat makes every visitor on your website, a potential lead for your online business. You can either approach a customer proactively or can respond to a chat request at your earliest. You can gather useful customer information by asking different questions in a one-on-one conversation with your potential clients. Moreover, geo location, real time monitoring feature and chat histories also provide useful customer data to entrepreneurs that can be used to boost lead generation process.

Distinguishing Customer Experience

How live chat support service makes you standout of the crowded market? You can only earn a distinct reputation when you exceed your customers’ expectations. Deploying live support, you can provide real-time, personalized and on-the-spot assistance to your customers throughout their website journey.

Increased Sales Volume

Using live chat you can handle maximum potential clients while keeping the quality of your online customer service. The multi-tasking feature of this web-based chat application enhances your operational activity by enabling your single chat operator to handle multiple chats simultaneously. This way, you can increase your sales volume by converting maximum customers into legitimate buyers.

These factors have enticed retailers to install live chat software on their websites.

Embrace New Technology on Your Website with Live Support Chat Service

Every startup businesses have a unique story it can tell to new CEOs. You should pay attention to what they have to say. You will be able to learn a lot from web-based predecessors. Some found fortune and fame and some vanquished into thin air. It is said that 1 in 3 startup companies fail within thin their first three years. I am assuming you want your e-business to take off but as a cash-strapped CEO you are probably hoping customers will take a liking to your product offering. Here’s a surprise for you- great products do not sell by themselves! Top brands climbed the ladder of success by making the right choices including using live chat support service on their websites!

Have a Better Business Plan

The right business choices do not have to be expensive. You can find web-based marketing tools that are both cost-effective and efficient. For starters, make search engine optimization your top priority. Learn how to improve the content and structure of your website to make it appear in organic search results. You can submit your website to Google, Yahoo and Bing. Visit the webmaster tools to analyze if you’re doing everything okay. You should also embrace new technology. Software for live support service comes to mind. It is an online CRM application that enables you to listen to your customers!

Embrace New Technology

Mastering search engine optimization isn't easy. It requires both technical skills and alchemy. Your efforts will pay off when potential customers arrive at your website. It’s now up to you to retain them on your website. It doesn't matter if you are not an e-commerce website. All e-business websites have their unique conversion goals! They want website visitors to fill out an opt-in form, purchase products, download a product guide or watch an informational video. Get customers to convert with live support service!

Salient Features:

• It is a web-based tool that is integrated on your website within five minutes. Your webmaster is sent a HTML code that he copies and pastes to the backend of your website. Once live chat service is installed, a chat API window and click-to-chat box appears on the screen. You can amend the default theme colors and logo of the chat box. Be sure to position to position the chat button somewhere that it will be easily seen by visitors.
• The innovative business solution puts customer service representatives (CSRs) in charge of your website. They welcome guests as soon as they enter your virtual store. As visitors browse your website, operators use a built-in web analytic feature to keep an eye on their movements. Online metrics include web duration, keyword searches and referral URL source. If analysis indicates help is needed, CSRs send a proactive chat invitation.
• They use text-based messaging to learn as much as possible about customer expectations. After listening, they propose a meaningful solution. Chat operators influence the conversion decision in many ways. They navigate browsers around your website, push links to engaging content and resolve common search queries.