Time management
As mentioned earlier in this article, the chat is currently used quite a lot. Experience shows that there are always 'fake chats' among them. Since these do cost time for customer service, it is advisable to remove anonymity by asking for a name in advance. More time can be saved by requesting some information in advance, such as the claim or customer number.
If your chat program has been running for a while, you will have a good idea of the standard questions people ask. Often, standard answers can be created for these. It is therefore good when the chat program can place predetermined standard answers under a shortcut. This really saves a lot of valuable time.
Help!
As a customer service, you want to help people as best as possible. A useful tool for an online chat function is to see where someone is on the website. This information is very useful in identifying the problem and the solution. Not everyone is equally familiar with your website and therefore cannot always indicate exactly where he or she is stuck.
Automate
If your customer service is not available 24/7, it is useful to easily schedule the chat. , the chat button on the website will automatically disappear. Once you are a bit further in your optimization vietnam mobile phone number list process, you also want to have the function to activate a chat at a certain time. If you notice that many people drop out if they are on a certain page for more than five minutes, that might be a moment that you want to offer your help via the chat.
Mobile
With the shift from desktop to mobile and tablet, it is essential that chat also functions on these devices.
Reports
Being able to access and analyze reports, statistics and chat overviews is of course something that should be a requirement for everyone. Especially with a view to further optimizing your customer experience.
Conclusion
Using chat is probably not equally wise for every party, an additional communication channel also causes an adjustment in the organization. If your organization is not prepared for the number and type of questions, it can even work against you.
However, we have noticed from the reactions of customers that people really appreciate being able to ask a question quickly. Not only did we get to know the customers better, but we also got to understand better where people got stuck on the website. After almost a year of chat in practice, we are very satisfied with this channel. I am very curious about your experiences with the use of chat in customer service?