7. Use insights to tailor your approach
When the live chat tool is integrated with your marketing platform like Brevo’s Live chat, you can easily use customer insights to personalize the experience.
Location is one example. The live agent sees the customer’s IP location and they can answer straight how much shipping to that location costs. Quick and easy for both sides!
For your returning customers, use order history to tailor product recommendations and post-purchase support. Your service will be more relevant, increasing customer satisfaction.
You can even work out a tag system so that whoever on your team handles customer support has all important insights at their fingertips. They’ll know who’s a VIP customer and who often returns items and makes trouble.
Last but not least, chat transcripts can be a source of market research. Go qatar telephone number data through them and try to find common themes and repeat issues. Solve these and your customer support workload will instantly get lighter.
8. Plan for being offline
Naturally, small businesses can’t cover 24/7 customer service. So what happens when you're offline? Visitors slip through the cracks. It's a good idea to set up a backup communication channel so you don’t miss out on all those prospects.
Brevo, for instance, lets people drop you an offline message via email. This way, you can get back to them once you’re available again and take the conversation down the funnel. Discover what other features the best live chat widgets have to offer.
9. Set clear expectations
Consumers are quick to spread negative word of mouth about poor live chat experience. Don’t believe it? Here, have a look at an angry customer tweet about their user experience:
customer experience tweet
Source
It’s understandable you can’t be around 24/7, but short response time is one of the live chat features customers love the most. So make it clear when the support team is available to prevent customer frustration. Olay does it simply and effectively.
olay live chat example
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See how all live chat best practices are about understanding customer needs better and delivering good customer experience? There are no secrets or gimmicks.
