Adding support chat to your website can delight customers. But there are right ways to implement support chat and their are wrong ways...
Oct 07, 2019
5 min read
Oct 07, 2019
5 min read
Online shoppers love chatbots-–but not all support chat strategies are created equal. According toForrester, 44% of online shoppers want to a real person to answer a website support chat. Other common pitfalls include:
Support chat that isn't customer-centric
Inconvenient website placement
Robotic, unnatural messaging
If you want your support chat to impress customers, read on to learn about what mistakes to avoid.
Mistake #1: Support Chat That Isn’t Customer-Centric
When used effectively, chat services can drive lead generation and conversion. But buggy live chat software or irrelevant answers can turn customers off to your brand.
Your approach to support chat should be no different from other customer service strategies. Like in-person interactions, website support chat should always center your customers' needs.
Ideally, support chat software will connect your customers to live agents. According to G2 Crowd,live chat has a 73% satisfaction rate. Live support chat agents who add personal touches are better able to replicate in-person experiences. Start by always asking customers' names–and using them throughout the conversation.
Experts recommend wait times clock in at less than two minutes.
Finally, there's no shame in setting boundaries. Your live agents don't need to be available 24/7, as long as you establish clear office hours.
Mistake #3: Not Keeping Your Support Chat Human
Despite advances in technology, most people still prefer talking to a human.
Your support chat should be one part of a larger plan to create an inviting, helpful website. After all, your brand's most important quality ishow it makes people feel.
Take it from Kristin Smamby, the author ofBeing Human Is Good For Business.
"[G]et to know your customers. Humanize them. Humanize yourself. It’s worth it.” - Kristin Smamby
It's a good reminder that technology isn't worthwhile if it doesn’t put customers first. After all, customers won't care if you invest in the flashiest software or whether you save $1 or $50 per interaction. Customers want to feel recognized and supported–-the ultimate end goals of any human-centered design.
Other tips for providing a chat experience that feels human include:
Ask smart questions.Get to know your customers through a quick pre-chat survey. You can provide better service if you have more information about their issue.
Be real.Use real names and photos of chat agents. This helps build trust and provides a more personalized experience.
Stay positive.Customers tend to reach out when they're frustrated or upset, so it's important to stay upbeat. A positive tone conveys confidence and smooths over any issues.
Use an on-brand tone.Your tone should always beconsistent with your brand. This helps to reinforce your style and messaging, providing a cohesive experience.
Show empathy.It's important to acknowledge whatever pain point your customers are experiencing. If you're sensitive to your customers' experiences, they'll trust your advice.
Fortunately, you don't need to build your own support chat from scratch.GoSite Messengerintegrates with every channel your customers use, from Facebook to texting. No robots required. Check it out today!