Remember days past in the late 19 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 via a Hotmail email account or on the phone? We have surely come a long way in the past 2 decades not only in the realm of customer service in general but also in the bigger context of an all-encompassing Internet presence in particular. Live chat has, for instance, faultlessly transitioned from Yahoo forums to millions of customer centric websites where it is undoubtedly top athlete among all the major customer service channels. Here are three ways in which you can leverage the ability and potential of live chat software to personally connect with your customer communities not just only during the live chat session but for many years to come based on a sustainable relationship which you can and may develop with all your customers:
Customize the Live Chat Experience
Every live chat interaction regarding the chat agents and your customers usually starts with a short pre-chat form. This form typically asks for the patron's first name and a contact address. While the email address is a valuable asset to your CRM system resort that you can use that email address for sustained customer proposal via an opt-in process, the first name provides your chat agents with an excellent chance to customize the live chat interaction.
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Address them by using their first names over the course of the communication. You can also consider starting out the conversation with a welcome message and a mention of the the city from where the chat has came from assuming this feature is active in your live help application.
This will put your website visitor at ease instantly and set the stage for a really productive dialog. Your customer will take full cognizance that there is a real person opposed to this of the magic window and not a prosaic computer simply auto responding to their chat messages.
Integrate Live Speak to your CRM
If you are currently using a customer relationship management application (CRM) such as SugarCRM, Salesforce. com, RightNow, or one of the products from the big guys such as Siebel, PeopleSoft, SAP CRM or Microsof company Dynamic CRM, ask your live chat software company if they have an iphone app 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 customize your chat communication further by providing your live chat operators with access to phone records, chat records, purchase history and any other data your CRM is defined up to capture, classify and categorize.
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