The year 2020 has led to a whirlwind of digital transformation. What seemed like an overnight transition has led to redefining customer experience and support forever. Now, people expect immediate responses and want to get connected with businesses instantly. Benefits of Live Chat You Should Know in 2021.
Live chat has time and again proven to be a powerful tool for businesses to interact with customers. In fact, live chat has also evolved from a support channel to a dynamic platform for sales, marketing, and customer service efforts. Businesses have jumped on the live chat bandwagon because it solves the need for immediate interaction.
¿Cuáles son los beneficios del chat en vivo?
Businesses across the globe are focusing on creating a better customer experience than just being response-driven. Benefits of Live Chat. Live chat has evolved and is allowing businesses to focus on the bigger picture. If you are still contemplating live chat as a solution for your team, truth be told you are already late to the game. But better late than never, here are the live chat benefits t for your business to help you quickly hop on to live chat.
1. Interactuar con clientes y prospectos en tiempo real
Chat is rapidly evolving to be one of the quintessential support options for businesses. This is primarily because live chat offers real-time assistance to its customers. Customers hate it when their calls are put on hold or receive delayed email responses. Live chat support has overthrown these issues for the customers. With a chat widget embedded in your webpage, your customers can reach out to you instantaneously and get their queries resolved.
According to recent research, 44% of customer service leaders claim that chat and messaging were critical in maintaining the service levels during the crisis. The ease of use and convenience of the tool has made live chat the most preferred support channel. With instant responses, every visitor is tended to. You can use live chat to meaningfully engage with all visitors rather than just offering support.
2. Ofrezca soporte contextual personalizado con comentarios instantáneos
Personalized support is important for customers. When your support is contextual and offers the right solution based on the existing context of a customer’s previous interactions, it offers a personal touch, minimizes customer effort and enhances satisfaction levels. A informe de McKinsey showed that lack of personalization is one of the major roadblocks observed when it comes to companies offering the best support possible. Benefits of Live Chat.
With live chat for business, customer service agents can see purchase history, product details, customer profiles on the single chat interface. Using this information, agents can tailor the customer’s experience. Unlike with email support, personalization happens in real-time, creating an empathetic bond with the customer. Live chat’s ability to be asynchronous gives the customer complete ownership of the conversation by enabling them to choose their time to request support.
3. Turn customer service into customer delight with proactive support
La mayoría de la atención al cliente es reactiva y siempre son los clientes quienes se comunican con el equipo de soporte para resolver sus problemas. El soporte proactivo se trata de llegar a sus clientes para ofrecerles soluciones o resolver sus problemas incluso antes de que el cliente presente un ticket.
En este mundo impulsado por lo digital, los clientes esperan una mejor experiencia de soporte que solo respuestas a sus problemas. Si su objetivo comercial es crear clientes felices y leales, entonces debe confiar en el soporte proactivo como su estrategia comercial.
Puedes enviar mensajes proactivos a los visitantes de su sitio web configurando mensajes activados. También es importante tener en cuenta que debe enviar los mensajes desencadenantes correctos a su audiencia. Con los mensajes activados por SendApp, puede establecer activadores en función del tipo de audiencia, su ubicación y actividad en su sitio web. Cuando se usa correctamente, la mensajería proactiva es una poderosa herramienta de marketing y promueve la satisfacción del cliente y crea defensores de la marca de por vida.
4. Boost sales and increase conversions
¿Sabías que más de 50% de clientes son probable que se repita purchases with a company that offers live chat support? Live chat support on a website is equivalent to the assistant in a store. Customers often require assistance while making online transactions and chat offers them an immediate way to reach out to a brand, ask questions that help them make a purchase decision, and with the right integrations, live chat widgets can also offer access to payment portals, ticket booking apps, and much more. Perhaps that’s why 38% de los clientes dijeron que habían realizado su compra después de una sola sesión de chat!
But live chat also enables proactive reach out by brands to nudge website visitors to purchase. How many times have you added items to your online shopping cart and then abandoned it, or for whatever reason, simply closed the tab? Well, unfortunately for businesses – you’re not alone.
El abandono del carrito es un problema importante con el comercio electrónico y se pierden millones de dólares. Tener un widget de chat en el sitio web muestra que está allí para resolver cualquier obstáculo que ocurra al realizar una compra. Si bien algunos clientes afirman que solo están navegando, puede entablar una conversación de manera proactiva con los que están interesados en sus productos o servicios. Comuníquese con ellos con el mensaje correcto para ayudarlos a realizar esa compra. Esto lo ayudará a reducir las tasas de abandono del carrito y aumentar las tasas de conversión.
5. Gestiona más conversaciones
For a customer service agent, talking on the phone with a customer is ‘unitasking’ at its finest. Other than pulling up a customer on file, there’s not much else a support agent can do while on a call unless they put a customer on hold.
But with live chat for business, the same agent can handle more than one customer query at a time. They can easily ask a question in one live chat window, and shoot over a response to another in the time it takes the first to respond. For instance, say it takes your reps an average of six minutes to answer support calls. If it took six minutes per live chat, but each agent could handle two at once, that looks pretty good:
SuperDiario, un servicio de entrega basado en suscripción, manejó 4000 mensajes de chat por día con solo 50 agentes. Con Freshchat, sus agentes pudieron manejar varias conversaciones de chat al mismo tiempo. Chat ayudó a escalar su soporte y también redujo sus costos operativos.
Live chat for business helps you optimize the number of customers that your agents can support while still giving customers instant responses. With an increase in the agency concurrency, support teams will have lower backlogs and won’t have to grow their support teams massively.
6. Configure respuestas enlatadas y automatización para aumentar la productividad de los agentes
Respuestas preparadas
: You can set your chat team up for increased success in a few, simple yet highly impactful ways. For example, canned responses are pre-written templates of answers to common customer questions. These could be as simple as “What time does your store open”, and even address more procedural, multi-step, yet repetitive questions such as “How can I return my purchase?”
Instead of having to pen these answers down from scratch each time, agents should be able to effortlessly find the relevant answer and simply hit send. With a little personalization, these canned responses can still seem natural and unscripted, while still drastically increasing your agent’s response and resolution time.
Respuestas enlatadas de Freshchat
Auto-asignar boletos: Support teams can also spend precious time assigning tickets to the right agents. In order to run an efficient team, agents are usually divided into product or function-based teams, channel-based teams, or region-based teams. For instance, based on your product or service, you can choose to create a team of agents that focus only on technical difficulties, only on live chat, or to focus only on US-based customers. With the right assignment rules, tickets raised on these parameters will be auto-assigned to the team best suited to handle it. If we were to take it one step further, auto-assign can also review the workload of that team, and either round-robin assignment to the right agent or assign it based on the agent’s current workload.
Además de optimizar el tiempo de respuesta, esto también evita que los agentes tengan que redirigir a los clientes si están conectados a un agente de chat en vivo diferente. Este nivel de autoservicio es beneficioso tanto para los usuarios como para los agentes.
7. Dale a tu marca una ventaja competitiva
Aunque el chat en vivo parece muy popular en este momento, todavía hay muchas empresas que aún no brindan soporte de chat en vivo a los clientes. solo un poco más de 60% de empresas ofrecen soporte de chat en vivo a sus clientes. Tener un excelente soporte de chat en vivo le ofrece una ventaja sobre sus competidores. Cuando un cliente se topa con un problema, es probable que opte por el canal de soporte que está disponible para él. Además, en la era de la pandemia, las empresas tuvieron que digitalizarse y hacer que la atención al cliente fuera completamente virtual. Las empresas que no cumplieron con los requisitos del cliente para brindar una mejor experiencia digital al cliente no lograron mantenerse.
Aproveche al máximo el chat en vivo con integraciones e IA
Live chat can reap more benefits with integrations. Here’s how.
- Canales de mensajería: Your customers are probably “chatting” right now – on messaging apps. Chat gives your business access to billions who use Facebook Messenger, WhatsApp, Apple Business Chat and other apps. Live chat integrations with messenger apps will allow you to start a conversation with your customers without requiring them to visit your website. But, you don’t have to use them just for support, these messenger apps can also be used to proactively engage leads and visitors. You can nurture different groups of visitors over a course of time through low-touch and streamlined messaging – making it a great channel for lean or budget-strapped teams.
- bots conversacionales: Los chatbots y el chat en vivo son la mejor combinación que existe. Trabajan mano a mano y elevan la experiencia de soporte para sus clientes. Los chatbots se pueden implementar en su software de chat y pueden hacer maravillas para su equipo de soporte y su negocio en general.
→ 24×7 support:
Los chatbots lo ayudan a ofrecer soporte las 24 horas. Si se trata de un problema complejo que exige la intervención humana, puede pasar la información al agente durante el horario comercial para que lo lleve adelante, evitando que pierda clientes potenciales y clientes. Esto también le ahorra el costo de contratar agentes adicionales para ofrecer soporte 24/7.
Soporte de bots conversacionales
→ Automate common queries:
AI-enabled chatbots are extremely well-equipped to handle all common queries. For instance, Freshworks’ Freddy bot uses AI and machine learning to resolve common queries with the most suitable answers in a jiffy. It continuously learns from customer interactions to deliver a better customer experience every time and to improve satisfaction rates.
→ Intent-driven messages:
Customers aren’t fond of chatbots that sound completely robotic. Bots are capable of identifying intent and driving meaningful conversations with the customers that result in conversion or simply boost engagement. It can segment customers based on their behavior and send targeted messages proactively. Learn more about chatbots.
- Formas y programación: Most sales teams will tell you that the bottleneck in converting leads into customers is getting them to take a demo of the product. While websites are filled with lead forms and demo request buttons, it’s difficult to convince the customer to take that step. Integrating your live chat software with calendar apps like Google Calendar or Calendly will let you easily book meetings and schedule demos with your prospects. This lets your sales team spend more time giving demos rather than making appointments.
Programar reuniones en un clic
- Co-navegación: La navegación compartida es una de las técnicas más efectivas para resolver problemas técnicos complejos para los clientes. La navegación compartida que se ofrece en el chat en vivo hace que sea aún más fácil para los clientes y los agentes abordar el problema sin tener que cambiar de dispositivo o pantalla, a diferencia de la asistencia telefónica. La integración de su herramienta de chat en vivo con una aplicación de navegación compartida como Team Viewer ayuda a resolver los problemas de los clientes de manera rápida y efectiva.
Integración Freshchat-Team Viewer
Preparado para el futuro con chat en vivo
Desde sus inicios, el chat en vivo ha sido la forma más rápida para que los clientes se comuniquen con los equipos. El chat en vivo beneficia a las empresas al brindarles a los clientes respuestas más rápidas, ayudar a los equipos de soporte a atender a más clientes y optimizar todo el proceso de soporte, incluso para las pequeñas empresas. Los clientes quieren un soporte rápido y personalizado, y el chat en vivo está en una posición única para brindarles eso.
With automation, your teams will be able to solve problems on a higher level rather than getting into the nitty-gritty of every query. Whether you are a small business or are managing enterprise-scale operations, is a natural fit that optimizes the time that agents spend on a customer without compromising the quality of service a customer receives.
Don’t miss out on the opportunity to wow your customers, prueba SendApp ¡ahora!
