Adding Live Chat to a Website

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Adding Live Chat to a Website

While we all hate annoying pop up chats, we do love when a business is available if we have questions and get instant answers.

Should your business get live chat for your website?

51 percent of consumers say a company needs to be available 24/7.

Customers need you to be available on as many channels as possible, because they want to be the ones who choose channels of communication. Many businesses wrongly assume that the phone is a preferred means of contact for most consumers.

According to a report by Zendesk, customers feel most satisfied during their buyer’s journey when using a live chat feature, compared to other options such as voice (88%), email (85%), and even social media messaging (Facebook 84%, Twitter 77%).

The benefits of live chat on a website:

  1. The customer feels looked after, and quickly.
  2. Live chat is a cost-efficient solution.
  3. Live chat can provide you transcripts what allows you to perform text analysis and see the gaps in service and maintain customer concerns.
  4. It drives revenue. Based on Kayako research – 79% of businesses say offering live chat has had a positive effect on sales, revenue, and customer loyalty.

Best practices of live chat

  • Do not use scripted conversations. It is an extreme source of frustration for customers.
  • Train your support team to make customers feel like individuals and personalize their experience.
  • Do not rush. Provide high-quality support, not speedy support. The customer will notice when a business is trying to get rid of them.
  • Use a photo of the customer service agent – this personalizes the experience.
  • While you can use emoticons, still keep in mind that you should be professional. After all, these are your potential customers.
  • Ensure the transcript is emailed directly to the agent(s), or company mailbox. This can help with any live bookings or reference.

How do you get live chat on your website?

You don’t need programming skills to get live chat enabled on your website.

It is best to choose live chat that integrates with many other software apps that you use like email, project management or team chat. Check out Zapier and choose one that can align with  your other lines of communication.

Some good options are:

  1. Zendesk
  2. Intercom
  3. Freshdesk
  4. Helpscout

Most of the live chats support multichannel function and through Zapier you can:

  • Add contacts to your email list provider
  • Create support tickets for form submissions
  • Create ticket from Disqus comments
  • Add support contacts to CRM
  • Post support tickets to Slack
  • Send survey to the new ticket holders
  • Push Cyfe updates whenever support tickets are opened. That way you can monitor real-time when new customer support is needed on your Cyfe dashboard.
  • Create tickets from SMS messages by integrating CallFire SMS messages
  • Send Trustpilot review invitations to contacts from the live chat support tickets.

The above are just examples of what is possible when live chat is integrated on your website.

Businesses nowadays are expected to have live chat functionality as it is an easy, enjoyable and trusted channel for customers. Make sure that your communication quality is monitored in order to provide the best customer experience.

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Alisa Makowski

Alisa Makowski

Alisa lives and breathes marketing, it runs in her blood, that and coffee. Alisa is the top peeler here in our village of monkeys. Falling in love with marketing at a young age, Alisa has worked with various corporations while obtaining her B.Sc in Marketing. Over the course of only a few years, she was able to dominate her craft in the areas of: Web, Social, and Traditional Marketing. In that time period, she was able to work with companies such as The Furnace Company, Costco and with loyalty programs such as Aeroplan and Air Miles.

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