Live Chat is a faster and more personal way to engage with customers. But to make the most of live chat, you'll need to learn how to properly deploy and manage it.
This comprehensive guide will provide the necessary resources for successfully implementing and deploying chat. You'll learn how to:
Align chat goals with your business objectives
Manage customer experience and chat volume
Determine your staffing requirements
Train agents to chat effectively
Build a chat workflow
Monitor and iterate on your success
The guide brings together the Zendesk Chat team's collective live chat knowledge and experience into one comprehensive resource, offering high-level guidance, as well as best practice tips for support managers and administrators implementing live chat on their site.
Providing a great customer experience is critical to building relationships that last. Retailers know better than anyone that the ease and friendliness of the customer interaction is at the heart of every transaction. This is easy to see in-store, but harder to deliver digitally. That's where live chat comes in. For retailers hesitant to make the investment, consider that live chat offers the highest level of customer satisfaction.
Join us for a moderated panel webinar with customer experience leaders from UGG®/Deckers and Burton Snowboards. At the end of the webinar, you’ll learn:
● Why chat is a useful and important channel
● How retailers benefit from chat
● The common pitfalls of deploying chat
● How to measure the success of chat
Hilary Milnes is the lead retail reporter at Digiday and will be moderating the webinar with panelists from UGG®/Deckers and Burton Snowboards.
Ty Volante is responsible of Customer Service at Burton Snowboards.
John Goodwin manages Customer Experience at Deckers.
Edmunds.com, a customer of Zopim, was featured in this Gartner report. Read on to find out more about Edmunds.com’s 24x7 multi-channel support.
There are so many ways people can chat or message each other every day: through Facebook Messenger, Google Hangouts, or apps like WhatsApp, SnapChat or WeChat. That's why it comes as no surprise that live chat, as a digital customer service channel, is increasing in both popularity and usage.
According to an October 2015 report from Gartner: "Live chat is increasing in popularity as a preferred customer digital engagement channel, today representing 2% of overall interactions, and growing to 10% in 2018. By 2018, over 80% of companies will offer some form of live chat on their website or on mobile devices to interact with their customers." However, implementing chat as a long-term strategy can be challenging.
In this report, Gartner analyst Brian Manusama makes the following recommendations:
Craft the customer service journey and find the moments of truth in the digital touchpoints to proactively offer personalized live chat on your website and within your mobile apps.
Position live chat as part of an overall long-term customer engagement strategy.
Set up a comprehensive knowledge base to provide consistent responses and support multiple simultaneous chats.
Articulate how you want to organize the handling of live-chat sessions in your customer engagement center.
Understand the importance of the UI design for both customer and agent window alike.
Start small—limit the number of scenarios where live chat becomes active, and continuously measure the performance of chat agents and their impact on customer experience.
How real-time monitoring allows you to flexibly manage your team, as your business grows
An example of a company who saw better conversion rates with live chat
We live in a world where real-time communication is the norm; not the exception. Where immediate access to friends and family is no further than the devices at our fingertips. In this world, consumers expect brands to be available 24/7 and the easiest way to meet that expectation is by providing live chat support.
Live chat is redefining the parameters of customer and company communications. Instead of traditional channels with long wait times—email and phone support—live chat compresses all the back and forth by providing the immediate support customers need, exactly when they need it. You could say live chat just happens to be in the right place at the right time, every time.
For customers, live chat experiences are familiar, convenient, and secure. Interactions are in real time yet preserved forever for their records. There is no room for error from mishearing someone on the phone. For businesses, live chat is efficient and effective. Agents are able to help more customers in a shorter amount of time. They also collect valuable user data to help them solve issues more efficiently.
From both perspectives, it’s certain that live chat has a place in today’s customer-centric marketplace. So instead of questioning whether chat is a useful channel, it’s time to ask: How do we get more value from live chat?
Shopping, paying bills, looking for information, getting advice, answering questions: If you do almost anything online these days, you’ve probably encountered—and maybe used—live chat to communicate with a company. If so, you’re not alone. Use of live chat has soared from 30% in 2009 to 52% in 2013 and continues to climb. In fact, nearly a third of consumers expect live chat to be available when they come into contact with a brand. Customers have also reported highest satisfaction rates on live chat (73%) as compared to traditional platforms like email (61%) or phone (44%).
Most organizations now provide service and support across multiple channels including email, phone, social media, and live chat. Why? Because today’s customers expect an array of options when it comes to service, but more fundamentally, because businesses are fueled by the whims of their customers. Their purchases, satisfaction, ongoing engagement, and loyalty are what drives a company’s growth—and live chat can help with all of these.
If you’re busy running a company while looking for new ways to make your employees more productive and efficient—all while holding the line on expenses—then live chat is the perfect candidate. No matter what your company’s business or story may be, now’s the time to seriously consider adding live chat to your customer service arsenal.
In this ebook, we'll look at the value of live chat first from the customer’s point of view and then from a business standpoint. These viewpoints are closely tied together, because when customers are truly satisfied, your bottom line inevitably grows as well.
In recent years, companies have realized that providing customers with greater engagement opportunities can increase overall satisfaction and make their brands more appealing. Indeed, according to a report from the Aberdeen Group, 94% of organizations provide service and support across multiple channels (including, email, telephone, e-services, Web queries, remote support, social media, live chat, mobile messaging, and forums).
The increase in engagement channels has also made customers more demanding. They want greater flexibility, require real-time interactivity—as opposed to the more static “send request and wait” experience—and seek ways to get service as quickly as possible. In fact, brands have begun to realize that the most effective tactic is to be where the customers are, rather than always trying to bring traffic back to the brand. It's no longer enough to merely provide support—a company also needs to be approachable and available on a variety of channels.
Today, live chat is becoming increasingly important and profitable as a customer engagement platform. In fact, in a survey conducted by Forrester, 44% of respondents said that having a live person answer their questions while they were in the middle of an online purchase was one of the most important features a website could offer.