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Blowing Up Customer Service

Blowing up Customer Service!

 

Do you want to open a new door for customers to come flooding in? Do you want to talk with customers while they are looking at your website? Do you want to provide great customer service? That is why we are all in business isn’t it? To provide a great service to customers.  Customers provide us with income, growth and an opportunity to do bigger and better things.  They need to be our focus.

More customers prefer Chat2 as a communication channel

When I offer Chat2 to new clients, one of the first comments is – “but I don’t want to employ another person to operate chat”.  Who said anything about employing another person? Sure that might happen if Chat2 is the channel your customers are demanding you communicate through. We are seeing this change in many industries.  Businesses need to prepare for a different way of doing things as technology evolves or the technology will disrupt and overtake the business. The video industry had this unpleasant experience. Explosion-700x400

Be open to technology and innovation. Consider it, trial it, customer service is evolving with technology in the online space and business need to take heed or potentially become invisible.

Chat2 improves customer service and loyalty

Information is so easy to access online and this is educating our customers and empowering them to go elsewhere if they don’t like the customer experience.  That was what I did this morning. There was a technical glitch on the website where I always buy my coffee.  There was no Chat2 to fix the problem for me so I went and bought my coffee elsewhere.  If the first website had Chat2 – I could have immediately contacted them, advised them of the problem and they would probably have offered me a free coffee to keep me as a customer.  I would then become more loyal to them and continue to buy my coffee. Its all about customer service. If you don’t provide it online, your customers will go elsewhere.

Online is the new space for businesses and customers to meet –  so get use to connecting with your customers in this space.

 

Mike Milburn, senior vice president manager of the Salesforce Service Cloud stated

“Live, personalized service is revolutionizing how companies deliver customer care. Real-time, and on-screen guided assistance boost engagement and build rapport between the customer and the company. It also enables businesses to serve the right information at the right time. Advanced technologies like these are the future of customer support,” Milburn predicts.

 

Chat 2 is a technology that allows businesses to provide live, real time, personalized and on-screen guided assistance to their customers.

Who will operate Chat2

 So how do we initially embrace this technology and incorporate it into our businesses?   First you need to evaluate the current positions you have, who is doing what?  Could you add live chat to their role? A chat operator can chat with numerous customers compared to a traditional phone operator, so maybe roles need be redesigned. Chat2 can be allocated to various positions that use a computer for their role.  It could be admin, reception, marketing, accounting, human resources or purchasing duties.  The operation of Chat2 could be rostered through various positions or everyone can be online at one time to grab that chat.  You receive a sound notification and banner on your screen when a chat is received. Its just like having another phone line but through a computer, tablet or phone and you can speak to more than one customer at a time.

Chat operators are far less costly compared to the traditional phone operator according to a Forrester study, as the cost of phone call far out weighs that of a chat.  Also more clients can be assisted at one time in comparison to a chat operator which is a great time and cost saving.

If you find that Chat2 is really popular with your customers and that is their preference to communicate, then maybe you need to change how things are done. Maybe that is changing roles, employing chat agents or even employing contractor chat agents to answer calls and get leads. If you don’t you may become the next video store story.

 

Chat2 can be online and self-managed

Chat2 can send automatic messages to online customers if they start a chat.  Chat2 can ask automatically for them to leave their name and number and the business will phone them.  No one needs to have done anything.  There are many other automatic prompts that can be set up in this way.

Embrace Chat and ensure your online door is always open.  Chat2 should be online throughout business hours and answered by staff or with the automatic prompts. Being online during business hours every day will encourage your visitors to use Chat2 more frequently.

For Chat2 to be embraced by customers you need to let your clients know about the new communication channel or it won’t be used, so ensure you promote it on your website.

 

“The only thing that gives an organization a competitive edge…is what it knows, how it uses what it knows and how fast it can know something.”

Larry Prusak

 

Chats can be answered from Anywhere at Anytime

 

Chat2 is mobile so check out how you can Work from Anywhere, Anytime, Any Place.

 

Technology is changing the face of customer service

Technology is changing the way we do businesses with customers. Be prepared, get ready for the change, embrace new technology before your competitors. Don’t be left behind. Technology is blowing up the old ways of customer service!

 

Try Chat2 – it costs nothing to trial and gives you the power to know and make an informed decision about this innovative technology.

 

Visit www.chat2.com to trial today.

 

Be Innovative and grab the opportunity!

 

Karen Lloyd-Collins

CEO

Chat2

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Chat Blog Uncategorized Want to grow your business online? Here's how!

Want to grow your Business online? Here’s how!

What is Good Customer service?  Think about the last time you were served by a business – what did you like? What didn’t you like?

When I receive fabulous customer service I feel elated after the experience, it’s a great boost in my day.  Receiving great customer service is an experience in itself.  If you receive great customer service you are likely to become a customer, be an advertisement for that business, be a return customer and generally feel good when you deal with that business.

Recently, I experienced a poor example of customer service which I wrote about in my earlier post here.  I was quite shocked this type of service still exists from a large dominant organisation in our economy.

So what is good customer service?  I believe it has the following 3 main elements:

  1. Welcoming and friendly – not pushy.
  2. Prompt and efficient
  3. great knowledge of the product

Chat2 software can assist your business in escalating customer service and encouraging returning loyal customers to grow your business.  Here on some tips on how to provide great customer service online.

Mel on NQ site

Welcoming and Friendly

If you are greeted with a smile, no words just a smile, upon entering a physical business – how do you feel? Normally good and you drop your guard a little. A new customer would like to get their bearings first and become familiar with the surroundings, before being approached by a salesperson.  They are more likely to approach the smiling salesperson to seek service.

From a salesperson perspective they are keen to make a sale, if they are a clever they would be reading the customer’s body language to assess the need for immediate sales assistance.  If the client had eyes averted, looking around, walking away from the salesperson, then they would read this customer is not ready for client service.

Online web service is quite different when using live chat software.  Firstly, you know the customer wants service, you don’t have to read body language signals. So that first hurdle disappears.  Though to be welcoming and friendly in the first instance you can’t smile through the website, so you need to use friendly, welcoming words without sounding robotic.

Short, simple welcoming messages are best. For example:

“Hi- hope you are having a great day”

“Hi, hope your feeling great today”

“Thanks for the chat – how are you?”

These could be set up as your initial automatic responses to give you time to be aware and answer the chat.  Asking a question like this can set the tone for a positive chat. The chat then starts on an even keel.

When a visitor has sought to use chat as a complaint line, your chat person needs to diffuse this tension to start the chat positively. It is always best to empathise with the visitor first, try and diffuse any anger by saying things like:

“I am sorry to hear that”

“Sorry to hear you are having that experience”

“I am sure we can fix that for you”

“ Let me try and help you”

“I am sure we can find a solution for you”

Remember you always need to keep your tone warm and friendly, so empathy will assist in the client warming to you and gaining some trust.  It can be challenging keeping the tone of your conversation friendly in the text form.  So always read the message to yourself as if it was coming from someone else or have a canned message set up to assist with prompt warm replys.

Prompt and Efficient

Upon entering a business in the physical world, you want your question, query or assistance to purchase attended to as quickly as possible.

This is more so in the online chat channel.  If a customer starts a chat they are looking for assistance. The business needs to respond quickly or they have lost that potential customer. For small to medium size businesses who don’t have the luxury of a room of chat agents, they need to have automatic responders set up within the Chat2 software. These responders are warm and friendly, not robotic, to quickly engage the customer in the chat.

Keep your replies short and concise as your website visitor does not want to read paragraphs on chat, they are seeking quick and efficient answers. Encourage your website visitor to answer questions to engage them in the chat.

If you a chatting with an online visitor be careful of leaving your chat visitor waiting too long in between replies.  If you are having to check prices, stock, technical information, let the chat visitor know.

“Just a sec – I need to check stock”

“Sorry – can you wait I need to ensure I have the correct price?”

“Just a moment – I need to clarify information with our technical team.”

They will then be prepared to wait for your next reply.  If it is taking longer than expected, let them know ie. “sorry, still checking”.

You need to treat the chat visitor as if they are in front of you – though keeping in mind they can not see what you are doing visually, so you need to keep them up to date. In the instance you are away from chat for longer than you expected, you can set up Chat2 to provide a reply in that time frame, for example:

“Sorry to keep you waiting”; or

“I have been delayed – please leave your name, number and email and I will contact you asap.”

You don’t want to lose your chat visitor so you need to obtain a way of being able to contact them, if you have not already obtained contact details.

It can be challenging for your chat person to answer two live communication channels at the same time.  Ideally, a chat person would be someone in the back office who has other duties and are not the first person to answer the phone or attend to customers who visit the business. These chat personnel could be support administration personnel, in areas like sales, accounts, marketing, human resources, operations etc.

 

Knowledge of Business Service/Product

Chat personnel in your business need to be well versed in the product/service offered by the business.  The visitor on chat is expecting the person who answers the chat to be able to assist their queries.  After using Chat2 software, you will get to know what your website visitors are looking for and be able to train your chat personnel in the best replies to the questions.

Chat2 will also assist you in deciding what information to provide or not provide on your website, or whether your website is friendly in obtaining information.  You will be able to provide links from your website to common information being sought.

Many of us have such busy daily lives, website visitors sometimes don’t want to read pages and pages of website information, they want the information handed to them on a platter.  For great customer service, it is ideal if your chat person can provide this information quickly and efficiently, then and there, while the visitor is on the business website.

If you are using chat personnel where their role is not directly involved in the detail of the product or service, you need to ensure these people are well trained on answering queries or have access to the standard business replies from the common questions. This is easily set up in Chat2 with canned messages.

Or if this type of chat person is not able to assist they can always reply:

“Sorry the person I need to check with is not available at the moment, can I take your name and phone/email and I will get them to get back to you?”

This is an opportunity to gain another customer that may not have contacted your business without having access to live chat software.

Implementing these 3 elements of customer service in live chat software will encourage customers to return to your website.  If a visitor lands on your website with live chat software, they are more likely to purchase from you, over a competitor who does not have live chat. 79% of these customers who purchase said they purchased as their questions were answered quickly using chat.

Enhance your customer service online with these tips on being welcoming, providing prompt and efficient service, with good product knowledge. Chat2 will engage your online website visitors with great customer service providing the opportunity for business growth.

 

Karen Lloyd-Collins

CEO

Chat2