Techniques for Managing a Successful Online Customer Experience through Live Chat To deliver an up to the mark online service, you do not just need time and money, rather you need adopting the right policies, techniques and tools through which you could accomplish your business goals. If you have live chat software installed on your website, the better way of improving online customer experience, is to train your CSRs and measure your ROI. A successful online customer experience is what that lets you enjoy all the privileges of an online business. If you are seeing a surge in your online clientele, end revenues and earning a good reputation, it means that you are delivering an up to the mark service. Not all the vendors are able to deliver an up to the mark online service because at one stage or the other, they have to compromise on one thing or the other. For instance, while using telephonic support, you have to compromise on the quality of service during busy hours because it needs you to put customers on long holds. In the similar way, approaching or assisting a customer through email is also not a feasible option as it requires entrepreneurs to invest a lot of time in sending personalized messages. However, having live chat software installed on their websites, the online business owners can duly cover up all the customer service slips, only when they know two basic skills the detail of which is as follows. Evaluate Live Chat Operators Skills To ensure a quality online customer service, your live chat operators should focus on minimizing customers’ efforts during shopping, personalizing their interactions and playing the key role of a real assistant. Most of all, they should maintain a ‘human touch’ on your website by reducing the use of canned messages. •
Building a rapport with customers and identifying their needs
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Cross selling and upselling using different effective techniques through live chat
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Engaging customers by providing them useful assistance
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Promote self-support by providing different Web navigation skills
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Promote First Call Resolution (FCR) by providing all the necessary assistance during a single chat session.
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Managing customers’ complaints on priority basis
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Effectively representing a brand online
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Maintaining a continuity