Using web chat can be great for increasing customer experience, and ultimately conversions on your website.
Being able to bridge the gap between your company agents and your customer has a lot of benefits. But, like using any channel, you need to understand the best ways to use it to unlock the true potential of web chat.
Here are our top 5 ways to get more out of your web chat conversations.
Hello everyone! Thank you for tuning in again.
Today we're talking about how to get the most out of your web chat conversations. I'm going to be giving you my top 5 way on how to do this right now. So, let's get started!
The first way is to make your web chats more personal. Studies have actually found that web chats which offer a more personal invitation are three times more likely to yield a response than those which aren't.
So instead of focusing on automated invitations, make sure that your web chat invitation is warm and friendly. People are much more likely to respond to you!
The second way is to make your customer's typing visible to the agent. If the support agent is able to see what the customer is typing as they're typing it, not only does it allow them to give a better response, it also allows them to give a higher quality response , because it allows them time to consider the question and think it through.
So the third way is to ensure you're using positive language. It's quite easy in a web chat situation to use phrases such as "unfortunately" or "I'm afraid we can't do this", but actually, that doesn't offer the customer anything of value and it puts the whole conversation on a negative slope. Instead, make sure you're direct with your responses to your customer, but always ensure that you're offering a solution framed positively, in positive language. It helps to keep the conversation going and satisfy the customer's needs.
The fourth way is to mirror your customer. Gauge how your customer is talking to you, and mirror it. For example, if you're speaking to someone and they're very chatty and bubbly, try and emulate that. Similarly, if you're speaking to someone whose very direct, to and emulate that aswell. It helps the conversation flow better and it helps the customer feel a little bit more at ease.
The fifth way to get more from your web chat conversations is actually the most important, and also the most basic. Make sure you're listening to your customer and responding to them accordingly.
I know it sounds really obvious, but try and listen to what the customer wants, and give it to them. It's all very well and good trying to show them really impressive, fancy tools on your website, or incredible features you can offer as a company, but ultimately if it's not satisfying the customer's needs, they're not going to be taking any of that in.
Try to hone in on what it is the customer is actually asking for, and do your best to deliver that as quickly and efficiently as possible.
So those are my are my top 5 ways to get more out of your web chat conversations. If you want to learn more, click the link above, head over to the Talkative website and you can find tonnes of information on products and services. Also, check out our really cool blog for loads of top tips.
See you soon!
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