Using live chat software is an essential tool in online customer service for retail businesses. In fact, it can improve on the business’s performance and its potential to gain a considerable foothold on the online market. However, this is only possible if the business uses the program properly. Below are several tips that will help any retail owner take full advantage of this feature and increase sales.
Train the Team
Much of the success in live chat will greatly depend on your crew of customer service representatives. It is necessary that the team understands how the program works so they can reduce the waiting time for callers and prevent them from getting frustrated, a common factor in most customer-related services in any platform.
Apart from understanding the features of live chat software, it would also be a good idea to let them understand the different features of the products and services the business offers. This will make it easier for them to clarify issues that any caller might have before availing of them.
Make the Experience Personal
The entire point of using live chat software is to directly interact with customers in the warmest and most human way possible. When they call at the site, it would not be a good idea to greet them in a dry, monotone voice as it kills the experience way before it starts. Also, using an automatic greeter is worse as the robotic voice can only lessen the supposed to be enjoyable experience of the caller. This will also intimidate them.
Also, it would be a good idea to hire representatives with considerable sales experience as they can subtly lead the transaction into sales while helping the customer with their problem. Also, make it a must to let the customer feel that they are …