5 Ways to Get The Most out of Your Live Chat Feature
In a world where we are increasingly turning to technology to provide us with the solutions to our problems, brands, in return, are upping their game when it comes to implementing new methods of satisfying our constant need for instant gratification.
Whilst we can Google answers to most of our questions, and buy products at the click of a button, achieving resolution of our online customer service queries isn’t always that straight forward. Sure, you can send an email (and wait 48 hours for an answer) or sit through a laborious automated phone system (where you never actually speak to a human being) but these methods rarely, if ever, resolve our requests as quickly as we’d like them to.
Enter live chat
In the words of Google, “Live support software (also called live chat, live help) is a popular term for online chat applications designed specifically to provide online assistance to users of a website. Such software is used to provide instant help to visitors on a website.”
As we surf a website, statistics suggest that live chat is more appealing to web-users when it comes to seeking specific information. Reports also suggest that 66% of users are receptive/appreciative of proactive invitations to live chat, as they like seeing the customer service making the first move (Source).
However it has been shown that 56% of 18-34 people prefer live chat to phone, while only 27% of 35+ people do (Source), suggesting that the older generation are still akin to picking up the phone when it comes to resolving their queries. Yet the growth of live chat across websites is something clearly not to be ignored.
At Pomegranate, we recognise the value of live chat in creating experiences and brand connection – this is why we take the extra step to get the most of this feature throughout the user journey. Following the industry best practices and our own experiences, we have prepared a simple list of 5 ways to improve the usage of live chat on websites. Most of the established tools out there will support any features we mention and, believe us, it’s not rocket science!
When you are setting up your live chat, keep these in mind!
- Add real photos of chat agents to increase trust & maybe create a relationship between a user and a specific agent.
- Wait a minute before inviting the user to chat, or after the user has visited 3 pages. You should tailor the opening message according to the page currently being viewed.
- Use analytics to know when the majority of users are on your website to have the chat active at those times.
- Offer a personal invitation over a standard automated offer. There is a 3:1 ratio of people willing to chat who have been invited like this (Source).
- Give a transcript of the chat to the user at the end, because users will pick up useful info they might want to keep for future discussion.