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There's no question that live chat has transformed customer service. By giving your leads and customers an easy way to reach your company, it's made it easier than ever to provide clients with exceptional help - regardless of location or time. 

While adding live chat software to your customer service toolbox is often a very simple method of communication for clients, how a company uses live chat can make or break the customer experience. If done well, live chat can provide exceptional service that strengthens relationships, builds loyalty, and can generate more leads. However, if not used properly, it can create frustration and cause customers to take their business elsewhere.

Here are four steps businesses can take to create the perfect live chat experience: 

Set live chat expectations

Creating the perfect live chat experience begins with setting the right expectations. 

  • Let your customers know when you'll be available to chat, and stick to that schedule as much as possible. If you can't be available 24/7, consider setting up an automated response system to let your customers know when you'll be back online.
  • Be responsive and helpful when chatting with customers. Listen to their concerns and answer their questions promptly. Showing that you care about their experience will go a long way toward creating a positive chat experience.

Tie your live chat to your CRM

Connecting your live chat to a CRM helps ensure that all relevant information about a customer is readily available to the chat representative. It also allows for a more personalized interaction as the representative can address the customer by name and reference previous interactions.

GreenRope can help with its integration with Olark. Create a seamless experience for both the customer and the representative. The integration provides several benefits, including the ability to track and record all chats, add automation, increase internal productivity, and much more.

By taking these steps, businesses can create an effective live chat experience that will delight customers and employees. It creates a win-win situation for both parties and is essential for creating the perfect live chat experience.

Automate as much as you can

The chat has ended, now what? 

After-chat actions, like automatically adding the contact to a specific group, adding tags, or sending them on a personalized journey, are vital parts of the live chat experience. Automating what happens next can help ensure those tasks are carried out quickly and efficiently, freeing up your agents to focus on other tasks, such as handling new chats or providing support to other customers. 

When done correctly, automating after-chat actions can help to create the perfect live chat experience that builds trust between the customer and the company.

Be happy and enthusiastic

Anyone who has ever been in customer service knows that creating a positive experience is key to keeping customers happy. This positive attitude will put customers at ease and make them more likely to trust you with their issues. The same is true for live chat. You must be happy and enthusiastic to create a trustworthy and successful live chat experience hosted by a friendly expert.

Takeaway

If you're looking for a live chat experience tailored to your needs and provides value for your customers and sales, marketing, and operations teams, look no further than GreenRope. Our integrated CRM platform offers everything you need to provide an exceptional customer experience while streamlining your business processes. Sign up for a live demo today and see how our platform can help you achieve success.

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Melissa Filich Blog Bio

 

Share: https://www.greenrope.com/blog/Blog805/4-Steps-to-Creating-the-Perfect-Live-Chat-Experience

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