22
May

Learn About Your Customers Without Surveys

Live chat on a website is one of the most popular ways of communication between e-commerce companies and their website visitors. And for business owners it is also a great source of information about customers and their behavior. That is because unlike phone calls, the chat scripts are all saved in the archive and can be reviewed at any time.

Here is what you may learn from your chat archive.

1. The most frequently asked questions.

After you set up canned messages for common questions, you may find out that your website visitors ask different questions. Archive monitoring gives you the chance to keep the scripts updated to the latest customers’ interests.

2. Your customers may want new products or features.

You do not need to take a survey to ask your customers about their interests. The answers are already in your chat archive. Potential customers always ask about the products or features they need, and if you see repeated requests, you might think of having a new offer.

3. The most common difficulties that your customers experience.

If they always ask about the same things, there may be something wrong with your product or services, or information on your website is not full or hard to find. Find and solve the issues that cause those questions to make your customers happier.

4. What your prospect want to know about you.

Chat scripts are a great source of information about your prospects. You can find out the questions they ask before a purchase, and use them for writing promotional texts. You can see which companies they compare you with or between which products they choose.

HelpOnClick live chat software saves all the chats with your website visitors in the archive and keeps them for as long as you use the chat service. If you have not done monitoring before, now it is the right time to start.

 

13
May

Things You Need to Know About Your Customers

When you start live chats with your website visitors, are you sure that you know who you are talking to? Do you know what type of customers they are?

Answers to these questions determine the topics you are going to discuss with them.

When they do not know what they want, use probing questions that help them better understand their needs. Get to know how urgent the need is.

When they are choosing between several products, ask which brands they are comparing and what their priorities are. Show how your products satisfy their needs.

When they are asking about a particular product, you should be an expert in it (or pass the chat to someone who is the expert). Try to understand what stops the customer from the purchase right now and resolve the doubts.

Get to know at what point of the AIDA scale they are now. AIDA means Attention, Interest, Desire, Action. If your website has not drawn a visitor’s attention, you cannot ask him «Can I help you?» because this question is not able to draw attention either. This question is appropriate at the Desire stage, when you can ask «May I help you to find the products that fit your size» or some other question offering particular help.

At the Action stage use a close-a-deal script and do not get back to any general discussions that are appropriate at the first stages.

Urgency gives you an aim for a particular chat. If a customer is ready to buy, your aim is to close the deal during that chat session. If you fail to do that, you most probably loose a customer to your competitor. If the customer is just searching for the options, your aim is to find out his needs and get his contact information for further actions.

Remember that you can reach your goals with customers only when you find the right words to convince them. And the right words depend on a customer type.

 

 

5
May

Home Office vs at the Office: What do You Choose?

Internet business is very flexible speaking about working space. In many cases, office location is not very important, if an office is needed at all. Today we’ll take a look at pros and cons home offices for customer service staff.

Pros for employers. 

Cons for employers.

Pros for employers.

Cons for employees. 

Business owners can decide, wether to hire remote workers or not depending on their business structure and on their ability to organize remote work. All pros and cons should be properly weighted. And what is your choice?

 

 

30
Apr

Еffective Ways to Invite Website Visitors to Chat

Are you creative enough in engaging your website visitors into a live chat with company representatives? There are no «one phrase fits all» solutions here, so you can test multiple options.

Manual invitations do not seem the best idea, because they use a standard invitation text. Standard invitation text does not take into account any specific data such as a visitor’s referral URL or a currently viewed page.

Automatic invitations are more flexible in terms of taking advantage of the available information about website visitors.

Here are a few examples.

1. Separate new and returning visitors.

For new visitors you can use a welcome-to-our-website message, and for returning visitors you may write «Welcome back! Got more questions? Start the chat for assistance» or «We are glad to see you again! If any questions arise, feel free to ask here»

2. Mind a referral.

If you are a web designer, you may have traffic from WordPress and Joomla websites. For those who arrived from the WordPress, you may write «We love designing WordPress websites! Start the chat to get a quote». For the Joomla visitors you just replace the «Wordpress» word with «Joomla» word and you sound more personal than saying «We love designing websites!

3. Mind the currently viewed page.

It is more effective to start a conversation with a question about a particular product rather than with general questions. Imagine that a visitor is reading about a design faculty in your college. You may ask «Do you plan to become a designer? Can I tell you about our design faculty?». It will work better than all purpose «How may I help you?» or «Do you have questions about our college?

4. Use call-to-action phrases.

Say NO to the following words: «We are here to help», «We are online», «We will be glad to answer your questions», etc. Instead of that use calling sentences, such as «Got questions? Click here to contact an assistant», «Start a chat to get a quote», Start a chat for personal assistance».

There are much more ways to invite visitors to chat. Remember that you can be creative in composing invitation texts and you can be tough-minded using the available information about your website visitors. All the described options can be applied to the HelpOnClick’s live chat invitation settings, under the Admin>Customize tabs. Good luck in your experiments!

 

 

 

 

11
Apr

Virtual Chat or Live Chat? Now You don’t have to Choose

virtual chat agent

As the owner of an e-commerce website, you probably already know all about the importance of providing the best possible support to your prospects and customers. Whether you’ve been relying solely on live chat or virtual chat or have been trying to decide between the two, you no longer have to make compromises.

HelpOnClick live chat now includes the virtual chat as a built-in feature, and you have it active from the start of your trial period. No need in additional activation, no need to pay extra. Ten virtual chats per day are included for free in all live chat plans!

Give Customers and Prospects what They Need without Breaking the Bank

Small- and medium-sized e-commerce sites don’t often have the resources that are needed to provide around-the-clock live support to everyone who needs it. By using a program that incorporates virtual support and live support, you can affordably offer prospects and customers a personal level of service without spending exorbitant amounts of money.

What are the Benefits of Support via Chat?

The benefits of offering support via chat are well-known. What’s more is that all of the most important benefits apply just as easily to virtual support as they do to live suppor. By turning to HelpOnClick, you can get the most out of these benefits to ensure that your e-commerce site delivers the most profitability:

Increase Efficiency – Even the most sophisticated live chat program is going to fall short from time to time. Customers are going to be left waiting for assistance, and many of them aren’t going to wait very long. Live chat supplemented by virtual support helps to eliminate this problem.

Eliminate Wait Times – No one likes waiting for assistance. In a brick-and-mortar store, it’s sometimes a necessary evil. Incredibly, you can offer a level of service that’s superior to that of a physical store by using HelpOnClick. At any given moment, visitors can get the support they need instantly.

Increase Sales – People are more likely to make purchases when they’re confident they’re getting what they want. Expecting people to jump through a bunch of hoops to find out what they need to know isn’t practical. They’re far more likely to just go to an entirely different e-commerce site. You can keep that from happening by offering support via chat.

Improve ROI – Like any online business owner, you’re always looking for ways to enhance your ROI. HelpOnClick is easy to implement and incredibly affordable. The support it provides is sure to increase customer satisfaction and boost sales, so the return on your investment will be all the greater.

Provide Superior Support – The absolute best aspect of offering support via chat is doing what it takes to provide exceptional customer service. Live chat and virtual chat are practically ubiquitous nowadays. Live chat is widely considered to be superior, but virtual support can pick up the slack and ensure that no one is left waiting around for help. With a reputation for offering unbeatable customer service, your company’s success will know no limits.

5
Feb

Hidden Chat Features That Might Be Useful

“Agent” or “Operator”, “Virtual agent” or “Virtual assistant” – we often name the same things differently and this sometimes can narrow our options. Developers and marketers can describe software features in absolutely different words, and you can even believe that they are talking about different things while in fact they are talking about similar functionality. Looking deeper in what this or that feature does, we can find out that it can be utilized in much more ways than we are used to think.

Let’s take a look at the feature named “multiple departments”. The first thing you can think of is separating sales and support departments. Probably this is the common usage. Larger companies can add marketing or PR, delivery or many other departments. But if we think of division in general, we can find more options for this feature.

Set up department

1. Location.

You can have multiple service departments in a city or even in several cities. In this case a department can mean location. Your website visitors can choose their city before entering the chat and get to the right person on the first try. Still all the departments are operated within one admin panel, all agents can access same canned messages, and the website owner can review statistics about all agents and departments in one place.

2. Language.

For multi-lingual websites it can be vital to have multi-lingual service. The multiple departments feature comes in useful here. Set up languages as departments and assign them to the corresponding operators. When you website visitors choose a language before entering a chat, they actually choose a specific language department.

3. Products. 

If you sell just a few products or some products require special attention, you might want to have a separate person in charge of a specific product. You can add the product name as department along with other departments. For example if you sell cars, you can offer your customers to contact new cars sales department or used cars sales department.

 4. Promotions.

Promoted products require special attention. When you offer your website visitors to contact you regarding special offers, first of all you draw their attention to the subject, and then you help your potential customers to make a decision during a live chat session.

You see how flexible a chat feature can be. Do you use any features in a way that is not very common?

 

 

 

15
Jan

Is Your Live Chat Service Effective? Check It Here

Do you regularly monitor the quality of your customer service? Do you make sure that your online service staff delivers positive experience to your website visitors? Well-structured weekly monitoring will help you uncover the gaps in your chat service and take timely measures before you start losing customers.

We suggest going through two checklists to make sure that your live chat service works effectively.

I. Make sure that the chat is well set up.

The first checklist is about general impression and chat settings. The answers to the below questions will help you understand if your chat settings are correct and effective.

1. Is it easy for your website visitors to spot a chat plugin or a chat button to contact you?

2. Does the chat widget or button design corresponds to your website design?

3. If you use any pop-up settings, do you allow the website visitors to browse the website for a while before the pop-up invitation to chat appears?

4. Do you use advanced settings for automated chat invitations to address your website visitors individually depending on their referral URL, used keywords or a current page?

5. Are your website visitors allowed to leave a message via chat plugin when the chat service is unavailable?

6. Do you collect visitors’ contact details before they enter the chat?

 

Now check your answers. If you have any NO-answers, you might need to review your chat settings and improve widget’s performance.

 

II. Make sure, that your chat agents are effective.

The second checklist is about regular monitoring of your chat service. Let’s say, once a week would be good. Here are the questions you need to answer.

1. Do your chat operators know all about your products and services to effectively communicate with your customers? You can check it going through chat scripts archive and making sure, that all the provided answers are correct.

2. Are your chat operators talk in professional and polite manner?

3. If canned messages are used, is there all information up-to-date?

4. Do your operators manage to answer all customers’ questions, or are there unanswered questions?

5. If operators are not able to answer a question, are they able to talk the visitor into leaving contact info to provide answers later?

6. If the visitor is promised to get contacted later regarding unanswered questions, are you sure that the contact will not be lost or forgotten?

7. Is the average pickup time less that 10 seconds? Check that under the Stats tab.

8. Is your operators’ rating higher than four stars? You can also check that under the Stats tab.

9. After you read the chat archive, what impression do you have? Do you think that your website users are satisfied with the service?

 

Check your answers on the second list. If you heave any negative answers, you’ll see a room to improve your chat service. Good luck!

 

10
Jan

Give Customers And Prospects What They Need Without Breaking the Bank

Small- and medium-sized e-commerce sites don’t often have the resources that are needed to provide around-the-clock live support to everyone who needs it. By using a program that incorporates virtual support and live support, you can affordably offer prospects and customers a personal level of service without spending exorbitant amounts of money.

What are the benefits of support via chat?

The benefits of offering support via chat are well-known. What’s more is that all of the most important benefits apply just as easily to virtual support as they do to live support. By turning to HelpOnClick, you can get the most out of these benefits to ensure that your e-commerce site delivers the most profitability:

Increase Efficiency – Even the most sophisticated live chat program is going to fall short from time to time. Customers are going to be left waiting for assistance, and many of them aren’t going to wait very long. Live chat supplemented by virtual support helps to eliminate this problem.

Eliminate Wait Times – No one likes waiting for assistance. In a brick-and-mortar store, it’s sometimes a necessary evil. Incredibly, you can offer a level of service that’s superior to that of a physical store by using HelpOnClick. At any given moment, visitors can get the support they need instantly.

Increase Sales – People are more likely to make purchases when they’re confident they’re getting what they want. Expecting people to jump through a bunch of hoops to find out what they need to know isn’t practical. They’re far more likely to just go to an entirely different e-commerce site. You can keep that from happening by offering support via chat.

Improve ROI – Like any online business owner, you’re always looking for ways to enhance your ROI. HelpOnClick is easy to implement and incredibly affordable. The support it provides is sure to increase customer satisfaction and boost sales, so the return on your investment will be all the greater.

Provide Superior Support – The absolute best aspect of offering support via chat is doing what it takes to provide exceptional customer service. Live chat and virtual chat are practically ubiquitous nowadays. Live chat is widely considered to be superior, but virtual support can pick up the slack and ensure that no one is left waiting around for help. With a reputation for offering unbeatable customer service, your company’s success will know no limits.

Get the chance to sign up for the 60-day free Virtual Chat Agent Trial and check out January specials.

18
Oct

Expert Look at Digital Customer Service

In the new age of Internet commerce, customer service has significantly changed. To succeed in online business, you need to understand its trends and requirements. In this post we would like to share with you a selection of expert thoughts about digital customer service.

 

Micah Solomon, business speaker, consultant, bestselling business author

“Millennial customers (born after 1980) bring to the market an entirely new set of expectations. They think differently about customer service, about how they want to be treated in business interactions.  It’s a generation of consumers defined by the digital world that they’ve known since infancy. A group of people, larger than the baby boom, who have lived their entire conscious lives immersed in an internet – wifi – smartphone enabled world and have little understanding of the more earthbound systems and expectations that dominated the consumer landscape only a few years ago.”

 

Steven Van Belleghem, one of Europe’s thought leaders in the field of social media, conversations and digital marketing

“The world is becoming more and more digital. The fast adoption of smartphones and tablets has further enhanced transparency. Today, more than half of the consumers use their mobile devices to compare prices while shopping. If a company or brand doesn’t provide a clear added value then consumers will shop for price. The online world has made price transparency very accessible, a trend that spells danger for any company out there.”

 

Shep Hyken, customer service expert, professional speaker and bestselling author

“Customized experience, be it in person or digital, is your opportunity to connect with the customer as an individual.  Companies are able to track a customer’s information through prior purchases, buying patterns and even products and services the customer has simply shown interest in.  The digital experience is starting to mirror the in-person experience.”

 

Jeff Bezoss, CEO Amazon.com

“If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000.”

“If there’s one reason we have done better than of our peers in the Internet space over the last six years, it is because we have focused like a laser on customer experience, and that really does matter, I think, in any business. It certainly matters online, where word of mouth is so very, very powerful.”

 

Dion Hinchcliffe, expert in information technology, business strategy, and next-generation enterprises

“The core of the problem companies have in onboarding new digital channels such as social media, is that customers will then expect the company to respond and participate in conversations. And engagement at scale is one of the hardest things for companies to do as they are organized today, despite plenty of studies confirming the significant value in doing so. Remove the barriers to doing engaging in scale and make it a success by supplying tools and proactive organizational policies to orchestrate advocates (employee, partner, and customer) to do the work whenever possible.”

 

Ekaterina Walter, Social media strategist at Intel

“When customers connect with customer support, all they are looking for are two things: rapid response and accurate information. There are still a lot of brands that cannot provide fast enough response and that continues to be a huge differentiator for a number of companies.”

 

Dave Kerpen, CEO, Likeable Media

“Online customer support is table stakes now. In order to truly be different, companies must use online customer service to surprise and delight customers. You stand to gain from delighting both complainers and already happy folks.”

 

10
Oct

Do You Care Enough About Your Front Desk Service Staff?

The quality of customer service depends on the people who work in the service department, their knowledge, qualification and devotion to their job. Here are the questions you need to ask yourself:

Why is it important? A number of researches show that every customer experience, good or bad, can impact your future sales and reputation due to the word-of-mouth effect. Here is what the researchers say:

  1. A dissatisfied customer will tell between 9-15 people about their experience.
  2. Around 13% of dissatisfied customers tell more than 20 people.
  3. Negative interactions with a business are spread to twice as many people as positive ones.
  4. People are twice as likely to talk about bad customer service experiences than they are to talk about good experiences.
  5. 67% of people spend money after getting recommendations from their friends on online communities like Facebook and Twitter.
  6. Happy customers who get their issue resolved tell about 4-6 people about their experience.

The competition is very high in all business sectors, and it is the service that makes the difference. If you invest in your customer service department, the staff will make your customers happy. If your customers are happy, they will tell their friends about you, and in its turn it will increase your sales.

Well trained customer service staff is not a matter of a month or even a year. Enrichment and enhanced training should become daily processes. If you go up step by step every day, you are more likely to reach the goal than if you do nothing today, and try to reach the goal in one jump in a year.

Do you already have a daily training program, or do you teach your staff only when they fail? Let’s discuss it in comments below.

 

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