There are so many means to communicate with clients online, but live chat software is emerging as the hottest and perhaps the best choice available. Providing a means to quick and convenient conversations, it’s a very effective way to bridge the gap between a business and a client. But of course, just like any kind of technology, the key to maximizing the effectiveness of this software is to learn how to use it effectively. This article includes the different steps in maximizing the potential of your live chat software.
1. Be aware of the peak hours of your business- Depending on the type of product you have, your most active hours can vary. If it’s your usual local service, having this kind of software online during typical office hours would be a great idea. However, if you have an international niche market, it’s possible that you have to adjust the time live chat is online. If you can’t get your server up online for 24 hours a day, knowing when site traffic is highest is the next best thing.
2. Train your live chat representatives- People managing the live chat software have huge shoes to fill for your company. As the operators of the live chat system, they are mainly responsible for responding to whatever situation that arises during the chat. As such, those assigned as representatives must get proper training. They must have an extensive knowledge of handling FAQs and what the answers to them are. Also, they must know how to relate to the customer properly.
3. Hire people with experience with business- Putting live chat representatives with natural marketing acumen, especially in a business setting, can come in really handy. This is why it’s advisable that if you’re into a business, you let sales people operate your chat software. Along with providing help, he/she can add more motivation for a person to buy into your product. If you’re a non-profit entity, you should still get someone who has convincing powers.
4. Don’t be too robotic- It won’t really be a great look if it would seem like the one responding on the opposite line of a live chat is robotic. After all, people who use live chat don’t expect an answering machine as the one that will answer their questions. With that in mind, it’s best advised that those who use chat software need to be as lively and caring as possible. Adding a little bit of human touch can go a long way in this regard.
There are many other ways to maximize the effectiveness of live chat software for your business. But those are just some of the most basic and effective things you can easily incorporate to your system.
Unlike most chat companies, that either provide just Live Chat Software or just service via the use of another company’s software, we do both. We have our own software platform and employ our own agents. This enables us to innovate and respond to our customer’s needs much faster. This also results in greater cost savings for our customers and partners.