How to improve the Chat Support Process?

<p style&equals;"text-align&colon; justify&semi;">Integration of live chat to a <a href&equals;"https&colon;&sol;&sol;newsforpublic&period;com&sol;best-websites-for-business-owner&sol;">business website<&sol;a> can yield countless benefits&period; It is true even for other high traffic generating websites&period; It plays a very crucial role in positively enhancing the conversion rate&period; While conducting transactions majority of customers these days prefer websites that are backed up by on-site chat support&period; A study reveals that those e-commerce websites that have chat support for their customers experience a higher conversion rate than those who do not&period;<&sol;p>&NewLine;<p style&equals;"text-align&colon; justify&semi;">However&comma; to reap the best benefits it is vital that the agents are active on the site as the visitors expect an instant response&period; An unresponsive live chat support is worse than having no chat support at all&period; It is obvious that human interaction through calls during an online purchase would be an unproductive effort&period; On the other hand&comma; live chat can answer the visitor’s questions related to the product or service&comma; impart a sense of reassurance&comma; and a sense of value on the product or service that is being purchased&period; And the best thing is&comma; it can deliver all of these during the buying process itself&period;<&sol;p>&NewLine;<p style&equals;"text-align&colon; justify&semi;">Here&comma; let us explore the various alternatives to effectively optimize the live chat support process&period;<&sol;p>&NewLine;<h2>Mark your needs and act accordingly<&sol;h2>&NewLine;<hr &sol;>&NewLine;<p style&equals;"text-align&colon; justify&semi;">The first step before integrating a live chat icon on the website is to prepare oneself&period; Make yourself completely aware of the needs and requirements of the website and its visitors&period; There is various analytical software available in the market that can reveal the stats regarding the activity of the visitors and the peak time of these visits&period; <a href&equals;"https&colon;&sol;&sol;www&period;google&period;com&sol;analytics&sol;&num;&quest;modal&lowbar;active&equals;none">Google analytics<&sol;a> is one such example that is available for free&period; Every business has their own requirements&comma; for instance&comma; an international business might need 24&sol;7 chat support&period; Depending on the influx of traffic and the chat frequency details provided by such analysis one can decide the number of resources needed to handle such chats&period;<&sol;p>&NewLine;<h2 style&equals;"text-align&colon; justify&semi;">Judicial use of canned messages<&sol;h2>&NewLine;<hr &sol;>&NewLine;<p style&equals;"text-align&colon; justify&semi;">Train your agents regarding the dos and don’ts of canned messages&period; When customers initiate a chat they should be greeted professionally and with courtesy&period; To avoid time lapses&comma; automated canned messages can be used here&period; It is better to create a set of pre-canned messages that can be used during certain generic portions of the chat&period; But too much of these messages can devoid the chat of its USP- the human touch and can irritate customers&period; Therefore&comma; chat support executives should be well-trained and be able to properly assess when and when not to use automated responses&period;<&sol;p>&NewLine;<h2>Employ experienced chat operators<&sol;h2>&NewLine;<hr &sol;>&NewLine;<p style&equals;"text-align&colon; justify&semi;">Experience can teach certain things and skills that training might not&period; It is true for both call operators and chat operators alike&period; <a href&equals;"http&colon;&sol;&sol;www&period;cyfuturebpo&period;com&sol;services&sol;outsource-live-chat-support">reliable Live chat support<&sol;a> executives must be fluent in understanding the features of the website and the chat windows&period; They must be aware of the different functionalities of the online resources and the operating procedures of the business&period; Organize on-job training sessions to keep them updated about the latest product features and specifications&comma; innovations and new versions&period;<&sol;p>&NewLine;<h2 style&equals;"text-align&colon; justify&semi;">A few rules of thumbs<&sol;h2>&NewLine;<hr &sol;>&NewLine;<p style&equals;"text-align&colon; justify&semi;">There are a few rules that come handy for operators during a chat&period; It is intelligible for them to learn a few of these rule of thumbs&period; Always greet and address the customer with his name&period; Prompt response is always appreciated&period; If a certain issue is likely to take a while to resolve&comma; do inform the customer of the same&period; Proactively engage in the conversation with the customer but avoid encroachments&period;<&sol;p>&NewLine;<h2>Conduct pre and post-chat surveys<&sol;h2>&NewLine;<hr &sol;>&NewLine;<p style&equals;"text-align&colon; justify&semi;">During the initiation of a chat session&comma; customers should be allowed to provide a preliminary round of information&period; For instance&comma; they can be prompted to fill a pre-chat survey form with their names and the things they are searching for&period; This enables the agents to enter into the conversation pre-informed about the requirements of the customer&period;<&sol;p>&NewLine;<p style&equals;"text-align&colon; justify&semi;">While pre-chat surveys are customer oriented&comma; post-chat surveys are involved in agent assessment&period; It is a great tool to record the agent’s performance&period; Negative feedbacks can give you an idea about the lapses and lacunae of the agents and can prove to be a great leverage to improve service&period;<&sol;p>&NewLine;