Why offering a great customer experience depends directly on your livechat
We talk about many fundamental characteristics of customer service: immediacy, automation, omnichannel, personalization, etc. Customers are getting more demanding and we have to adapt to their needs.
Users have many ways of contacting your company, but if we look at the average satisfaction rate, 83% of customers prefer to interact through a livechat. This is why they’re a great tool to improve your CX strategy.
We’ve talked about why an online business needs to have a livechat: the main goal of any company is to provide a positive customer journey. When a user has a good shopping experience, they’re likely to become a regular customer and, if everything goes well, an ambassador of your brand, store or service.
Of course, having a livechat on your website doesn’t mean the customer experience is wonderful by itself. You need the right software and agents who know the product well and know how to advise and accompany the user throughout the purchasing process; who won’t forget the KPIs that help you measure and improve the customer experience.
How to improve the customer experience with your livechat
1. Quickly attend to your customers in an ultra-tailored style
The data verifies that customers want quick answers. With a livechat service you can attend several users simultaneously in real time and cut down on the number of calls and e-mails. This way, clients aren’t waiting and you’re giving them an immediate answer.
If your website has a lot of traffic, it’s important to have a conversational chatbot so you can respond to all queries immediately and filter customers who need to chat with an agent.
Give the conversation a friendly and personal tone to strengthen the relationship with your clients and personalize their experience to the fullest. Oct8ne’s chat provides each customer’s browsing history, so your agents have a context and know each client’s needs before even starting the conversation.
Knowing what page each user is browsing, which products they’ve looked at or what they’ve added to their cart will prevent a lot of questions, speed up the conversation and clients will feel that your customer service department is in tune with their needs.
2. Surprise them with a visual shopping experience
If we make visual content, including good images and videos in the product sheets so important, we also need to do it in customer service. Having a visual shopping experience is a game changer in the online world.
Attending customers visually, like what Oct8ne’s livechat offers, makes it easy for agents to customize the service they give each client. Thanks to the contextual information and the coviewer that is part of our chat, both the customer and the agent can see synchronized images and videos.
If the agent and the customer can see the same thing and interact with shared images, videos or documents without leaving the chat, communication is much easier. They can directly point to the part of the product they’re referring to or zoom in to show a damaged part of the item if they want to make a return, all without leaving the chat.
One factor we have to take into account is that 65% of online shoppers have abandoned the cart because they can’t get their doubts resolved, which is what Oct8ne seeks to avoid.
3. Set up a proactive service strategy
Did you know that being proactive is also part of offering a personalized experience? If you can spot when a client has questions or when they’d like a professional opinion, don’t wait to offer help.
It’s important to establish a good trigger strategy to spot which customers need your help, based on their browsing patterns. These predictive algorithms help automate customer service and make life easier for your team while also improving the user experience.
If a customer gets help right when they need it and the customer service department has the information to see what kind of assistance each user needs, you’ll end up with a marketing strategy that garners a perfect shopping experience. You’ll have come at the just right time with the solution the client was looking for.
Above all, make sure to be proactive by asking your customers if they need help on the most important pages of your website – they’re the ones who are most likely to convert – and at the most critical points, like at checkout.