Digitalization has led to several amazing innovations and technological developments.
One of the best among them is live chat support.
Many businesses are now relying on this technology to engage their customers, offer support and make the best business-customer conversations happen on their platforms.
Live chat support is being extended on websites, mobile apps, and social media platforms. It is almost everywhere.
There are many live chat support software like the aptly named LiveChat, or others like Zendesk Chat, tawk.to, Tidio, and more, that are powering numerous platforms.
Today, we are going to discuss about LiveChat particularly. If you are using the software on your website, then you have landed exactly on the blog you need.
Stay tuned and learn how you can make the most of this software to draw success and revenue, while keeping your customers content and engaged.
Tips to harness LiveChat to the fullest
LiveChat is a chat and chat support software that was first launched in 2002.
As claimed by the brand itself, it is trusted by over 33,000+ companies for their integrated chat and customer support needs.
If you are already using the software on your website, you do not need a very lengthy introduction.
However, it might interest you to know that only a handful of businesses actually make the most of the resources at their disposal.
Do not worry. We are here to tell you how you can harness the LiveChat software to the fullest.
Make a 360 degree stride and impress your web visitors as well as the new generation mobile-friendly users.
Follow the tips listed below along with the bonus suggestions and you will be good to go.
1: Make the icon easily discoverable
While this may seem like an obvious thing to do, most people end up doing the opposite.
The icon or action button that opens the chat button should be placed neatly and distinctively on ALL YOUR IMPORTANT & RELEVANT PAGES.
Visitors should be gripped from the very first few seconds so the icon must be spotted by them within this time frame.
It will keep them from abandoning and closing the window due to the lack of guidance and clarity.
2: Personalize the entire journey
Craft clever responses for your visitors and make every chat feel like a real conversation.
A touch of personalization like using the first name to address the visitors’ or other similar tricks like these can help you create a great image of your brand.
Make sure that your customers feel valued and engaged the entire time. Also, every response should take them a step closer to their goal.
The content that you add to introduce your chat support feature, should be attractive, concise, clear, user-friendly, and captivating.
It should motivate your customers to open the button and initiate conversations. This will work immensely in your favor.
You can go on to trigger responses based on their unique preferences, journeys, behavioral patterns, and more.
3: Derive insights from the transcripts
The purpose of a chat software is not just limited to offering help to the customers.
You can also harness it to collect and analyze helpful data, make your business and marketing decisions, enhance your platform, and more.
All you have to do, is record and analyze the chat transcripts of various conversations.
This can be done for both successful and failed conversations to know what went right and what went wrong.
You can figure out lots of things using these transcripts. This includes:
- Identification of the best suited consumer lot for certain products or services
- Information related to customer preferences, behavior, experiences, and more
- Identification of problematic areas that most customers get stuck with
- Success and failure points of your marketing and branding campaigns
- Mentions of keywords, issues, competitors, etc., for better analysis
- Performance assessment of your chat support agents and others
Clearly, chat software can help you understand your own business better and increase your operational efficiency.
When used smartly, you can use the learning derived from transcripts to make things better and customer experiences more rewarding.
You can also make more informed decisions and create more meaningful and effective campaigns.
4: Create a multilingual experience
Having a multilingual website with localized content is great but not enough.
If your consumer base is widespread and includes a mixed bag of people from multiple locations, ethnicities, cultures, etc., then having multilingual support becomes mandatory.
Thankfully, LiveChat software offers that.
When the linguistic barriers will be eliminated, your customers will be able to lodge concerns clearly and you will be able to comprehend it better.
Additionally, it will make the resolution process more flawless and effective, thus earning you brownie points for extra efforts.
5: Seek valuable feedback every time
Whether your chat support is automated, and AI powered, or is being processed by agents, collecting feedback is absolutely important.
It is important that you motivate customers to drop feedback after every chat session.
It can ensure almost the same advantages as collecting transcripts.
Adding a feedback option like rating and review section, can make your chat support system more powerful and meaningful.
It can help you understand whether the customer left satisfied or infuriated.
It will help you understand where you need to focus and what can you do to change negative experiences into positive ones.
Bonus Tip: Bring the experience to an app
A website is not enough in the age of mobile phones and apps.
It is great that you are offering it all to your website visitors.
However, if you do not offer them the ease and mobility that is exclusive to apps, you could be missing out on many potential opportunities.
So, what’s the solution?
Go ahead and create an app with a DIY app builder and bring the chat experience to apps. It will become even more delightful for your users.
They will be able to launch the app with a click and access chat support with a click as well. And these two clicks will open the doors to many opportunities.
When used strategically, you will be able to multiply your engagement and conversions, and grow unprecedentedly.
Not sure where to start?
Having a Chat feature on your website is fascinating. Having a CHAT feature on an APP, is even better!
It offers more ease and flexibility to your customers.
After all, most users who have taken the pain to download your app are your genuine customers and they deserve the one-click access to support.
If you wish to implement the tip listed in our bonus point right away, then subscribe to AppMySite.
You will be able to bring your amazing chat experience to the app with this free app maker without any extra effort.
You can choose from a number of chat software options and integrate a ton of other features into your mobile app.
Do not just take our word for it. Explore the platform now and know it for yourself.