Live chat | 24 by 7 | Blog

How to Improve the Live Chat Experience in 2022?

- Posted in Live chat service by

It's easy to see why live chat has become the most popular customer care medium. According to Invesp, live chat is by far the most satisfying way to engage with a firm, with 73% customer satisfaction compared to 51% for email and 44% for phone.

Of course, to reap all of the benefits of live chat, you'll need a powerful live chat solution with a plethora of capabilities. Expectations for a live chat have risen in 2022 and offering the greatest possible customer experience (CX) now includes allowing consumers to interact how and when they want.

Here are the essential methods to improve your live chat experience in 2022, as well as the technologies that may assist you on your path to digital CX excellence.

Provide more customised and genuine assistance

While tailored CX may take numerous forms, everyone agrees on the importance of personalization:

According to an EverString and Ascend2 survey, customising the customer experience is the top goal for 69% of businesses.

According to Segment research, 71% of shoppers are frustrated when their shopping experience is impersonal.

According to Epsilon and GBH Insights, 80% of consumers are more inclined to make a purchase when companies provide tailored experiences.

While there is an evident need for tailored help, not every live chat software provides the same level of customisation. An omnichannel platform is at the heart of this, and it is critical to enable your agents to give tailored service.

Digital omnichannel systems integrate all essential digital channels, such as live chat, email, social media, and even SMS. This implies that when a consumer contacts an agent via any channel, all of their past conversation history is immediately accessible to the agent, regardless of channel. The agent may also view the customer's profile, which includes information like purchase history, geographical location, online behaviour, and much more. The agent can then utilise this information to tailor their replies and deliver highly tailored and useful assistance.

You can also use an omnichannel platform to build up routing rules that will automatically route customer enquiries to appropriate teams or even agents. The following are examples of typical chat routing scenarios:

Customers from various geographic locations should be served by the resellers, partners, or teams in charge of those regions.

A senior team may service VIPs, whereas lower-level teams may serve non-VIPs.

Customers are assigned to specific account managers and served by those account managers who are familiar with them.

Providing 24/7 support

Along with individualised care, customers want 24-hour assistance. Customers are no longer happy to connect during "business hours." In today's era of quick satisfaction, customers want round-the-clock assistance. When it comes to customer service, 90% of customers consider a rapid response to be "essential or very vital."

Even huge enterprises may believe that 24/7 help is beyond of reach, yet chatbots are the cost-effective solution. A chatbot can handle an infinite amount of enquiries at any time of day, with no response latency. The greatest of these chatbots now use AI and Natural Language Processing (NLP), allowing you to maintain exceptional CX while adding unparalleled speed and ease.

Speak to your consumers in their own language.

To provide excellent customer service, you must communicate with them on their terms, not yours. While this entails providing a range of channels, there is one method to genuinely differentiate yourself: allow your clients to communicate in their favourite language.

Support for different languages may be a big selling feature even for clients in an organization's conventional market. Support for various languages is a crucial method to differentiate service from competitors, whether a consumer is a new immigrant or simply likes conversing in another language. Traditional phone assistance has kept the capacity to serve many languages out of reach for most firms due to the necessity to staff for abilities such as multilingualism.

Live chat now supports auto chat translation, allowing consumers to communicate in any language and agents to answer in the same language. Organizations may now easily attract international visitors by creating multilingual websites and offering live chat help.

Provide different solutions to their situation.

Your live chat platform should enable different ways to communicate with clients to address their problems, since customer requirements are more diversified than ever. Co-browsing is one of these critical live chat solutions in a support or sales setting. This capability enables agents to instantaneously observe your visitor's web browser and, with their consent, take control of their mouse and keyboard.

With co-browsing enabled, agents may swiftly direct consumers to the relevant information and troubleshoot difficulties without requiring the customer to perform the job themselves. Customers are provided a visual aid while they watch the agent operate, which helps them handle their difficulties faster than typing.

Because privacy is always a priority in customer service, co-browsing solutions are designed to conceal data such as credit card information from agents. Look for live chat software that includes built-in co-browsing. This means that no downloads are required from your client, and it can be started with a single screen sharing request provided by an agent, resulting in a considerably more seamless experience.

Audio and video chat are other useful element of live chat. This feature, like co-browsing, may be deployed without the need for downloads or plugins, and it allows your customers to chat with an agent in real time for a rapid resolution or to add a touch of customization. Sales staff can also conduct visual product demonstrations for consumers who are deaf or hard of hearing.