Have you ever had a question while viewing a product or service on a website? You’ve scrolled to the FAQs, but no answer. You’ve read the product description — twice — still no answer. Basically, little to no customer service.
So what do you do? You leave.
It’s no different than shopping at a store. If you have a question about something while you’re shopping, you look for a sales associate or store manager to get you an answer. And it stands just the same; if I can’t find someone to help me in a store, I won’t buy the product and sometimes I’ll flat-out leave.
I mean, why should I give a company my money if they don’t care about customer service. It’s kind of a deal breaker for me.
But hey, that’s just me.
Online Customer Service in Real Time
Ok, so you’re on a website and while scrolling down, a picture of someone along with “Hi there! How may I help you“, slides in from the bottom right side of your screen. Have you experienced this yet? And if so, did you take advantage of the opportunity?
This personal approach is how companies today are trying to close the gap with the lack of live customer service offered from their website. LiveChat is a perfect example of customer service in real-time. LiveChat is a tool for online communication between a company and its customers. It easily integrates with platforms like WordPress, Shopify, AdWords, Mailchimp or Facebook.
Companies and Universities such as PayPal, Ikea, Tesla and Stanford University are using LiveChat to raise the bar in online customer service, creating a new overdue standard in customer service offered from a website in real time.
Building Trust With Customer Service
Small business owners approach me in meetups and small conferences asking me how I increased my website sales. It’s relatively easy I tell them and continue to explain how I personally use a SAAS or Software As A Service, such as LiveChat, to build my customers trust.
If you are transparent and show that you and your company honestly care, people will begin to trust you which ultimately can into sales. Bottom line.
Now what I love about LiveChat is that besides their awesome features, they also provide advanced reports, that give you the overview, as well as a detailed look at your customer service activities. Basic reports show you the number of chats you get, tickets you receive, your response time and your customer satisfaction score.
The Chat Window
Ok, so we know that one of the features is a chat tool but what it offers is amazing. The first thing I did was use the customization tool build out my chat window. They offer four different styles when choosing the look for your chat window. After you pick a style, you can change the color of the chat window to make it in line with the colors your brand and add your logo.
One of the other options I took advantage of was the capability to add social media buttons to the bottom of the chat box. Since doing so, I’ve had people share their customer service experience time and time again, resulting in more website traffic.
A wonderful feature that is incredible with delivering a timely response is their Message Sneak Peek. You can literally take a look into your customers’ minds using this feature. Everything that customers are typing is visible in the chat window, even if they don’t send it over. It allows you to both prepare your answer and discover other problems that normally would go unnoticed.
Do you need to share files with your customers? Right from the chat box, both your team and customers can exchange files. I use this one quite bit to pass along contracts and such, then I save them right to my Dropbox since you can integrate them together.
Keep Track of Service Requests
Most questions can be taken care of within a couple minutes of chatting with a person. But there are those times when the answer can not be provided at the drop of a dime. So for these cases, I use LiveChat’s ticketing system. It allows me to handle all support activities from one place. If a chat can’t be resolved in one touch, I create a support ticket that can be tracked and managed in a timely response.
There are several ways I create my support tickets. I normally create tickets on the fly during a conversation with a customer. But sometimes I’ll get an email requesting some sort of help, so I’ll just forward your support emails as tickets directly to LiveChat, so I can keep track everything in one place.
One of the biggest benefits that I’ve enjoyed as a small business is that I can collaborate on a support ticket with my team to better help the customer. I don’t have to move the communication outside of LiveChat. And the best part of this is that I can use private comments that are invisible to my customers but are visible to the members of the team.
Increase Website Visitor Conversion
In wrapping up, the bottom line here is customer service. If you can make yourself available to a potential customer who has questions or doubts and provide answers and trust, you will see an increase in customer count and ultimately your bottom line.
When people ask me how I increased my sales revenue, I tell them they need to be using a SAAS product like LiveChat. It is hands down one of the best investments you can make for yourself and your business. It did for me.