Live chat customer support is an increasingly important part of eCommerce today — and for good reasons. Consumers who want their questions answered quickly and conveniently will often contact you directly rather than fill out a lengthy form on your website and wait days or weeks for the answer they need.
However, because customers are speaking to you in real-time, some common mistakes can end up costing you repeat business. To help you avoid errors, this live chat agency in Berwyn, Illinois is going to discuss five of the most common mistakes to avoid when it comes to live chat customer support.
Not Responding Quickly Enough
For a live chat customer support team, timing is key. The longer you take to answer a message, the more likely the customer is to abandon your page and buy from your competitor instead. It is important to stay on top of messages, so customers don’t feel as if they are being ignored. You can always let them know that you will get back to them shortly with an automated response. Any reputable live chat agency in Berwyn, Illinois can help you setup automated responses.
Not Having Sufficient Operators
Live chat customer support is an excellent way to boost your online sales, but you’ll want to be sure that there are always enough operators available. If you are expecting a high traffic volume, make sure that you have enough staff on hand or work with an outside provider to provide round-the-clock coverage.
Not Training Operators Properly
One of the biggest mistakes that eCommerce websites make when it comes to live chat customer support is not training their operators properly. Many companies only see live chat as a way to answer simple questions or provide basic information and fail to teach their agents the necessary skills they need to be successful on the job. This leads to customers getting frustrated because they can’t get what they need or want and support operators getting frustrated because they are not allowed to do anything but answer basic questions. To avoid issues, consistent communication with your live chat agency in Berwyn, Illinois is key.
Not Personalizing the Conversation
One of the most common mistakes that eCommerce sites make is not personalizing the conversation. Customers want to feel like they have a person on the other end of their chat window, not an automated message. A little small talk goes a long way in building trust and rapport with your customers. This can be as simple as asking how their day is going or saying hello when they first log in to start chatting.
Not Following Up
One of the most common mistakes that eCommerce websites make is not following up with their customers. It is easy to think you are following up enough when you send a ‘thank you for shopping with us’ email and then forget to do anything afterward. But even if the customer does not respond, it is important to follow up. Otherwise, they may feel forgotten. Following up will keep your customers satisfied — after all, people want companies to care about them.
Final Thoughts
As an eCommerce company, you’ll want to ensure that your customers have a great experience on your website. One way to do this is by partnering with a reputable live chat agency in Berwyn, Illinois. However, to succeed with live chat customer support on your website, you’ll want to avoid these common mistakes at all costs.
Looking for a Live Chat Agency in Berwyn, Illinois?
Are you ready to partner with a professional live chat agency in Berwyn, Illinois that can handle the live chat aspect of your eCommerce website? If so, our team at Digital Destination LLC would be happy to help. Regardless of your industry, we can help you generate quality leads through your live chat efforts. Contact us today at (312) 933-6806 to learn more about our process.