How To Choose Live Chat Software

1. How To Choose Live Chat Software

2. Ecommerce professionals are always striving for a better customer experience. One popular method is to provide real-time answers through online live chat software. With thousands of options for online chat - even free options in CRM and online shopping software - how can you choose the right option for your website? If you Google "online chat", you will get 3.5 billion (yes, "B") results. Chatting is one of the first popular functions of the Internet (CompuServe, AIM, IRC, etc.) even before web browsing. With its ease of use and low cost, it is popular with e- commerce websites for providing customer service and answering pre-sale questions. With social media, chat services, texting and website chatting features, customers have more ways to communicate with your company than ever before. I will not go into great details about social media, texting or chat services such as hangouts, slack, teams and more. This article will focus on communicating with your online visitors through website live chat support. Evaluate Your Needs For Online Chat Ecommerce has always known the value of communicating with customers, especially during the sales process. How do you get valuable information to the buyer at the right time to make a purchase decision? How do you reduce cart abandonment, increase average order size (AOV) and better, how do you provide exceptional customer service so shoppers can return to your website for more? Many e-commerce professionals are already aware that adding real-time answers via online chat provides an instant channel to answer customer questions and reduce costs. So take a minute to evaluate your needs. What is the purpose of providing live chat support on your website? Here are some common reasons: Sales - Online shoppers require some guidance. When faced with literally thousands of options, how will they know the best product to meet their

3. need? Having a product specialist available to answer questions in real time will create a valuable experience for the customer. Online chat has been proven to increase sales, increase average order value (AOV) through product recommendations, and increase the total lifetime value of each customer. Customer service - Many websites want to reduce their cost for customer service by using only chat. Staff and Manning call centers are expensive and live chat provides a quick way to answer urgent questions, handle returns, settle disputes and take care of your customers' needs after purchasing a product. Product Support - If your product has a learning curve or you need some technical knowledge to use or consume the product, you may need to provide product support. Chat is a great way to meet the needs of customers who have to wait in long call queues or on return emails. In my experience, 62% of online chatters coming through a website were current customers looking for customer service or support. This can quickly be frustrating for a sales group that is driven by quotas. What Resources Do You Have For Supporting Chat? You realize the value of using online chat, but how are you and your customer experience team going to support it? Providing a real-time feature but leaving your shoppers with a slow response will give them a bad experience. Do you have to expand your internal team? Do you need to outsource? How can you support it 24/7? What if you need additional languages? Supporting a team internally is a great way to get the best support for your customers. But it will be expensive. You will need to pay your employees at significant times, including benefits, employees, and potentially increase the number of chat agents for peak times (ie Black Friday).

4. Outsourcing is also a popular option. It is cheaper than the internal team per chat. And you can compensate for peak times, languages, and follow-up support. However, there are threats to outsourcing. Many buyers are disappointed with non-native speakers, lack of product knowledge and high cost of training. Also keep in mind that outsourced chat agents can also work on more than one contract, thereby spreading your attention and knowledge to your brand. Types Of Chat Solutions Chatbot and AI When most people think of chat, traditional live chat service takes care of it. However, there is a big trend for chatbots and artificial intelligence (AI). As Siri, Alexa, and Hey Google are smarter, so is the chatting software. This is a great solution and will only get better in years. However, this is still a bad rap in the days of all of us, who are shouting at a phone "customer service" to hear "I hear, 'service stopped'" when calling the cable company. Believe it or not, there is a difference between a chatbot and an AI. Chatbots identify patterns and spit out pre-canned messages defined by the person behind the current. Think of it as complex automation that is customized by the marketer with the help of online chat. Chatbots will eventually get stuck. If your questions are complicated enough, they will switch to a live agent or write you a "I have no answer for you, please wait for my manager ..." message. The administrator looks at all the questions that cannot be answered and fills in the blanks or describes how the chat goes. AI is getting really good. AI actually learns by not having the answer. It is also working on developing more natural language and can learn from a live agent. Right now, chatbots and AI have the ability to answer customer service questions and effectively direct traffic. These are good customer service solutions but have not yet proven themselves for online sales. Pairing a chatboat or AI solution with

5. live chat support agents provides a great hybrid solution for those who want to provide the next level of customer experience. Live Agent Chat Of course, the best solution is to pair a live agent who is asking questions online. (See above for in-house vs. outsourced agents arguments) There are a myriad of chat solutions for your website that are available to you and your customer experience team. You can buy something for a minimal cost that is integrated with your website. Most modern CRM or marketing automation tools have a website chat offer that is easy to integrate into your website. Some of these chat tools are good and some are very basic. Deciding on the type of chat engine will be an effort to optimize the experience with your brand and the integration of chat into existing sales and marketing tools. What Kind Of Experience Would You Like For Your Customers? Customer experience makes or breaks online shopping. Setting up a shop online is easy, but what makes it difference is that a consumer gets information about the products and services that are offered and how quickly they pass from the browser to the buyer. Because the customer experience is so important, it promotes a myriad of blogs and articles as well as thousands of tools. I have used websites that have customer reviews, product descriptions, Q&A, star ratings, etc., but there comes a time when you have a thousand choices, you are looking for the right size, had questions about features. , Think about size, usage, etc. which either took you a long time to find an answer or they did not have an answer for it. Did it take you away from the site? Real-time live chat support software is an important tool for many brands. Using online chat effectively gives consumers a way to get immediate answers to questions.

6. Hybrid Approach Now that you have some ideas of your needs and how to support an online chat solution, let me make a proposal. Imagine being able to support customer service and sales and create an exceptional customer experience for your customers that will make them the customer of a lifetime? My Suggestion: Duvim Chat, it chats online with a chatbot engine. Take the experience a step further by taking third-party advocates of your brand and using it for chat agents. When it comes to selling, using a customer who is fanatical about your brand and products has proven to greatly increase sales, AOV and customer lifetime value. After talking about traffic to the sales process and periodic access to needles, you can create a hybrid online chat experience that will meet your customer's needs. It is worth checking the needle and how they can make a difference for your online company. >> Hurry Try Your Free Live Chat Software Today, Sign Up Here <<