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.
Quais são os benefícios do chat ao 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. Interaja com clientes e clientes potenciais em tempo 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. Ofereça suporte personalizado e contextual com feedback instantâneo
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 relatório da 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
A maior parte do suporte ao cliente é reativa e são sempre os clientes que procuram a equipe de suporte para resolver seus problemas. O suporte proativo consiste em entrar em contato com seus clientes para oferecer soluções ou resolver seus problemas antes mesmo de o cliente emitir um tíquete.
Neste mundo digital, os clientes esperam uma experiência de suporte melhor do que apenas respostas para seus problemas. Se sua meta de negócios é criar clientes felizes e leais, você deve jurar pelo suporte proativo como sua estratégia de negócios.
Você pode enviar mensagens proativas para os visitantes do seu site configurando mensagens acionadas. Também é importante observar que você deve enviar as mensagens certas para o seu público. Com mensagens acionadas SendApp, você pode definir acionadores com base no tipo de público, sua localização e atividade em seu site. Quando usada da maneira certa, a mensagem proativa é uma ferramenta de marketing poderosa e promove a satisfação do cliente e cria defensores da marca para o resto da vida.
4. Boost sales and increase conversions
Você sabia que mais de 50% de clientes são propenso a repetir 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 clientes disseram que fizeram a compra após uma única sessão de bate-papo!
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.
O abandono do carrinho é um grande problema com o comércio eletrônico e milhões de dólares são perdidos com isso. Ter um widget de chat no site mostra que você está lá para resolver qualquer obstáculo que ocorra ao fazer uma compra. Embora alguns clientes afirmem que estão apenas navegando, você pode conversar proativamente com aqueles que estão interessados em seus produtos ou serviços. Fale com eles com a mensagem certa para ajudá-los a fazer a compra. Isso ajudará você a reduzir as taxas de abandono do carrinho e aumentar as taxas de conversão.
5. Gerenciar mais conversas
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:
SuprDaily, um serviço de entrega baseado em assinatura, lidava com 4.000 mensagens de bate-papo por dia com apenas 50 agentes. Com Freshchat, seus agentes foram capazes de lidar simultaneamente com várias conversas de chat ao mesmo tempo. O Chat ajudou a dimensionar o suporte e também reduziu os custos operacionais.
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 respostas prontas e automação para aumentar a produtividade do agente
Respostas enlatadas
: 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.
Respostas predeterminadas do Freshchat
Atribuição automática de tíquetes: 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.
Além de otimizar o tempo de resposta, isso também evita que os agentes tenham que redirecionar os clientes se eles estiverem conectados a um outro agente de chat ao vivo. Esse nível de autoatendimento é uma vantagem para usuários e agentes.
7. Dê à sua marca uma vantagem competitiva
Embora o chat ao vivo pareça muito popular agora, ainda existem muitas empresas que ainda não forneceram suporte de chat ao vivo para os clientes. Apenas um pouco mais de 60% de empresas oferecem suporte por chat ao vivo para seus clientes. Ter um excelente suporte de chat ao vivo oferece uma vantagem sobre seus concorrentes. Quando um cliente se depara com um problema, é provável que opte pelo canal de suporte que está prontamente disponível para ele. Além disso, na era da pandemia, as empresas tiveram que se tornar digitais e tornar o suporte ao cliente totalmente virtual. As empresas que não atendiam aos requisitos do cliente para oferecer uma melhor experiência digital ao cliente não conseguiram se manter.
Aproveite ao máximo o chat ao vivo com integrações e IA
Live chat can reap more benefits with integrations. Here’s how.
- Canais de mensagens: 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.
- Chatbots: Chatbots e chat ao vivo são a melhor combinação de todos os tempos. Eles trabalham lado a lado e elevam a experiência de suporte para seus clientes. Os chatbots podem ser implantados em seu software de chat e podem realizar maravilhas para sua equipe de suporte e negócios em geral.
→ 24×7 support:
Os chatbots ajudam você a oferecer suporte 24 horas por dia. Se for um problema complexo que exija intervenção humana, ele pode passar as informações ao agente durante o horário comercial para levá-las adiante, evitando que você perca leads e clientes. Isso também economiza o custo de contratação de agentes extras para oferecer suporte 24 horas por dia, 7 dias por semana.
Suporte para chatbot
→ 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.
- Formulários e agendamento: 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.
Agende reuniões com um clique
- Co-navegação: A co-navegação é uma das técnicas mais eficazes para resolver problemas técnicos complexos para os clientes. A co-navegação oferecida no chat ao vivo torna ainda mais fácil para os clientes e agentes entrarem no problema sem ter que trocar de dispositivo ou tela, ao contrário do suporte por telefone. Integrar sua ferramenta de chat ao vivo com um aplicativo de co-navegação como o Team Viewer ajuda a resolver os problemas dos clientes de forma rápida e eficaz.
Integração Freshchat-Team Viewer
Preparado para o futuro com chat ao vivo
Desde o seu início, o chat ao vivo tem sido a maneira mais rápida de os clientes entrarem em contato com as equipes. O chat ao vivo beneficia as empresas, dando aos clientes respostas mais rápidas, ajudando as equipes de suporte a atender mais clientes e otimizando todo o processo de suporte, mesmo para pequenas empresas. Os clientes desejam suporte rápido e personalizado, e o chat ao vivo está em uma posição única para oferecer isso a eles.
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, tente SendApp agora!
