Chat On The Web | Virtual Assistant services | Customer service software
Remember those days in the late nineteen nineties when the Internet was in its infancy, websites took a century to load, and the only way you could deliver top flight customer service was either through a Hotmail email account or on the phone? We have surely come a long way in the past two decades not only in the realm of customer service in general but also in the broader context of an all-encompassing Internet presence in particular. Livechat has, for instance, seamlessly transitioned from Yahoo chat rooms to millions of customer centric websites where it is regarded as the front runner among all the major customer service channels. Here are three ways in which you can leverage the power and potential of chat on the webto personally connect with your customer communities not just only during the livechat session but for many years to come based on a sustainable relationship which you can and should develop with all your customers:
Personalize the Livechat Experience
Every livechat interaction between your chat agents and your customers usually starts with a short pre-chat form. This form typically asks for the customer's first name and an email address. While the email address is a valuable asset to your CRM arsenal inn that you can use that email address for sustained customer engagement through an opt-in process, the first name provides your chat agents with an excellent opportunity to personalize virtual assistant
the livechat interaction. Address your customers by using their first names during the course of the communication. You can also consider commencing the conversation with a welcome message and a reference to the city from where the chat has originated assuming this feature is active in your live help application.
Example: "Hi Mike, this is Daniel from (your company's name). How is the weather in Seattle?"
This will put your website visitor at ease instantly and set the stage for a really productive dialog. Your customer will take live chat
full cognizance of the fact that there is a real person on the other side of the magic window and not a prosaic computer simply auto responding to their chat messages.
Send a Thank You Note virtual assistant services
Use the email address your chat visitors provide you to send out a personalize thank you message once the chat session concludes. The message can include:
- An opt-in link for a newsletter or an alert sign-up livechat
- A link from where your customers can download a copy of the chat transcript for reference purposes
- A Call to Action (CTA) with an offer
Integrate Livechat with your CRM
If you are currently using a customer relationship management application (CRM) such as SugarCRM, Salesforce.com, Right Now, or one of the products from the big guys such as Siebel, PeopleSoft, SAP CRM or Microsoft Dynamic CRM, ask your livechat software company if they have an app live chat outsourcing
that integrates their application with the CRM solution of your choice. One of the key advantages of this integration is that it will help you personalize your chat communication further by providing your livechat operators with access to phone records, chat records, purchase history and any other data your CRM is set up to capture, classify and categorize.
Spruce up your Visitor Chat Window
Your livechat agents can not only personalize the user experience through targeted communication but can also connect with your customers through visuals. Encourage them to use smileys and emoticons provided to the by your livechat service. The picture of the agent or an avatar can also add that personal touch to the entire experience. hire a virtual assistant
According to a consumer trends research study conducted by ATG Global, 90% of customers believe that livechat is beneficial to them in achieving a positive and personal user experience. customer service software
Implement these personalization tips and you will notice a visible increase in the number of customers who will award you a remarkable customer rating the next time you go out to survey them.
We all know the importance of customer support and how quickly negative remarks about your product or service can circulate on the Internet. Having social media tools at the tips of our fingers [literally] can spell disaster for business big and small. Ten years ago, if a customer was unsatisfied they could call the BBB and file a complaint and tell a small handful of people of their woes.
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Today, however, with the advent and proliferation of social media websites one negative customer can spread harmful comments about your business to hundreds and thousands of people almost instantly.
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Sites like Facebook, Pinterest, YouTube, etc. can spread negative hyperbole like wild fire across the globe, burning out of control and leaving a sour taste in the mouths of consumers.
What can you do about it? It's virtually impossible to keep all of your customers satisfied. All it takes is one bad customer experience to affect your bottom line.
Automated Chat Solutions:
Technology and the Internet can be used as the crux for spreading negative feedback but, there is a solution. Recent advances in artificial intelligence technology have made automated chat solutions a quick, inexpensive and simple solution for improving your customers experience online and increasing online conversions. Several large companies are moving online customer support over to virtual sales agent solutions.
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Yesterday I was paying my bill at ATT.com and had a question about my service plan. I navigated to their contact us page and clicked on the link for "Charlie, your AT&T Virtual Expert". She, or it, was able to answer promptly and provide a link to a page that answered my question.
website chat
TDAmeritrade, Alaska Air, US Army, just to name a few, are also utilizing virtual sales assistant [automated chat] technology to enhance the customer experience.
Having a virtual sales assistant on your website is really a smart business decision. One of my clients started using our automated chat solution when their live agents were off duty. The virtual chat ran for a couple of weeks during the late evening hours. The chat solution collected all the customer feedback and the agent's messaging was optimized and edited to provide even a higher level of response. The virtual chat solution proved to be a winner and our customer replaced his live agents with our automated agent technology full time.
Advantages of a virtual sales assistant include virtually unlimited simultaneous chat sessions. Live operators can only handle one or two simultaneous chats effectively before they start losing the ability to answer questions in a timely manner. Waiting for a live operator is one of my biggest turn offs and I've abandoned many websites because my questions were not answered quickly enough.
Other advantages to having an automated chat solution are cost. Virtual sales agent solutions are considerably less expensive than live agents and can be priced on a performance base. Personnel, HR, staffing, compliance, payroll, accounting, etc. are all unnecessary concerns when you are utilizing virtual agents. One manager to run your automated agent solution can replace hundreds even thousands of live agents.
If you would like more information on virtual sales agent technology feel free to contact me. I'll be happy to answer any questions you may have and show you how to save money and time while enhancing the customer experience.
The DelFin Project, Inc. was founded in 1998 and is located in Boca Raton, Florida. Throughout our existence, DelFin has continued to break new ground by developing unique and effective e-commerce tools and technologies for advertisers, publishers and agencies focused on increasing their revenues. These technologies have resulted in DelFin being awarded numerous patents in the United States, Canada and the United Kingdom. Our market expertise, combined with our exclusive technologies, provide advertisers and publishers with solutions that deliver real-time measurable results.