Live chat is arguably the most popular channel for customer support today, and it’s easy to see why. According to Invesp (a leading provider of eCommerce conversion rate optimization software and services), live chat seems to be the most satisfactory medium to communicate with a business — with customer satisfaction reaching 73% for live chat, compared to 51% for email and 44% for phone.
Naturally, to reap the rewards of live chat for your business, you will need to partner with a reputable live chat agency in Morton Grove, Illinois that offers a sophisticated live chat solution. Customer expectations for live chat have risen today — and offering the most outstanding possible customer experience (CX) now means allowing customers to connect with your business however and whenever they want.
Without further ado, here are three strategies to enhance the live chat experience on your business’s website and move forward on your journey to online CX excellence.
1. Offer personalized support.
While personalized customer experience can assume different forms, every business will agree on its value:
- According to joint research conducted by EverString and Ascend2, 69% of businesses rank personalizing the customer experience as their top priority.
- Segment’s 2017 State of Personalization Report showed that 71% of shoppers express dissatisfaction when their customer experience is impersonal.
- According to joint research by Epsilon and GBH Insights, businesses that offer personalized experiences increase the likelihood of customers making a purchase by 80%.
While it’s fairly evident that personalized support is necessary, not every live chat agency in Morton Grove, Illinois provides the same level of personalization. To that end, having an omnichannel platform is critical, as it allows your live chat operators to offer personalized support.
Digital omnichannel solutions integrate all major digital channels, including live chat, email, social media, and SMS. This means that when a customer contacts your live chat operator through any channel, the operator has easy access to their previous chat history, regardless of which channel they are using. Furthermore, the operator can view the customer’s profile, including order history, geographic location, and website behavior. The operator can then use this information to guide their responses, providing highly personalized and helpful customer support.
2. 24/7 availability.
With personalized support comes the expectation of round-the-clock support. Consumers want 24/7 support in today’s world of instant gratification. According to HubSpot research, 90% of customers rate a quick response as “important” or “very important” when they have a question.
Even corporate giants, let alone your small or medium-sized Morton Grove business, may seem incapable of providing 24/7 customer support — but chatbots can be a cost-effective solution to this problem. A chatbot can handle an endless number of questions with no response latency 24/7. Many sophisticated chatbots now use natural language processing (NLP), allowing you to maintain an exceptional customer experience while introducing incredible speed and convenience. If you would like to learn more about this technology, your local live chat agency in Morton Grove, Illinois can help.
3. Speak your customer’s language.
To deliver exceptional customer service, you must communicate with customers on their terms (not yours). While this involves a variety of channels, there is one way you can achieve CX excellence — by allowing your customers to communicate in their preferred language.
Partnering with a live chat agency in Morton Grove, Illinois that offers multi-language support is key. Whether a customer is a new immigrant or simply likes to communicate in their own language, providing multi-language support is an effective strategy to differentiate your business from the competition.
Due to the high cost of staffing for skills such as multilingualism, most businesses have been unable to provide multi-language support — until now. With the advent of automated chat translation, live chat functionality now allows customers to communicate with your Morton Grove business in any language and operators to respond in the same language.
Looking for a Professional Live Chat Agency in Morton Grove, Illinois?
If you are looking for a live chat solution to help your Morton Grove business grow faster, look no further than Digital Destination. As the top-rated live chat agency in Morton Grove, Illinois, we can implement a live chat feature on your website to help your customers get the support they are looking for. Contact us today at (312) 933-6806 to learn more.