Live chat software is a powerful tool that can help you unleash the full potential of your business. The things that you want to incorporate in your live chat facility depend on the goals you want to achieve. There are providers that have different packages to offer and all you need to do is choose the one that suits your business. You can always ask for a customized software package if your budget permits.
Your live chat facility can bring you more income if you assign agents to man the facility and you need to make sure that your live chat facility is online all the time, twenty four hours a day and seven days a week including Sundays and holidays. But don’t just assign anyone, he or she must have extensive knowledge of your company as well as the products and services that you offer. You can provide cheat sheet to your agents, but you still need to make sure that your agents can provide the right answers to your clients’ queries.
There are things that you can do to make sure that your live chat facility will be able to take your business to the next level without sweating it out.
Knowledge is Power – Train your People
Many companies stay in the business for a long time because they make sure that their people work together as a team, know the rules and regulations of the company, know their role and take it seriously, and familiar with the things that the company offers. You need to makes sure that your team is always updated with the latest happenings around your business and give them proper training when needed. You need to make them understand that the live chat software is there to help them and it will not function well if they don’t properly do their part.
It is important to remind them that clients are the ones to dictate whether your company needs to stay in the business or make a graceful exit. They need to accommodate a client in a friendly way and have patience when answering their queries.
Sales People are Good with Sales Talk
People with extensive knowledge in sales are the best candidates to man the live chat facility because they know where to tickle the fancy of your clients and hit your competitor where it hurts the most. Sales people know what information to give to your clients. Believe it or not, there are clients who don’t know exactly what they want to ask and a good chat agent will be able to figure it out for the client and most clients appreciate that.
It is easy for someone with a background in sales to read the client’s thoughts and give the answer that the client wants to hear even if that client has not able to ask the proper question. Your client will surely appreciate getting the right answer to the questions that he or she has at the back of his or her mind.
Let your Team Speak in a Dynamic Tone
There are times when speaking in monotone irks the client. You need to remind your team that it is well and good to adapt the abilities of a robot when working but not when speaking. Make your team speak in lively and friendly tone to make the clients feel at ease. The good thing about using live chat software is that your agent may have different facial expressions while trying to speak lively and the clients will not see it – they will only feel the friendliness and liveliness of the agent.
Make the Unlimited Online Shopping Hours more Enjoyable
When you offer your business online, clients expect that you don’t have any closing time. They are free to shop whenever they want and wherever they are. There are clients who prefer a chat facility where they can modify the size of the font they are using. There are also clients who prefer to have a copy of what transpired during the chat session. You can add other features that you think will make your client’s online shopping experience with your company more enjoyable.
Make your live chat software do more for your business by going the extra mile.