Of all the customer service channels, live chat channels have proven to be the most preferred by both businesses and consumers. Consumers find it easy to communicate with brands on their preferred chat channels like Facebook Messenger, WhatsApp, Google’s Business Messages, Twitter DM, Web chat, In-app chat, etc.
A report by Statista suggests that as of January 2021, two billion users were accessing the WhatsApp messenger on a monthly basis. These numbers are only increasing in the world that is taken over by the pandemic. Most businesses have chosen a remote solution to handle their customer service operations and chat remains the channel most loved by the consumers.
Organisations are rolling up their sleeves to meet the expectations of delivering a personalized experience that the consumers will remember for good. Brands are thriving on creating a market value that helps the consumer recall and to win at this game, their best bet has become the adoption of chat channels.
So, if live chat channels are already being used by each brand, how do we deliver a differentiated customer experience?
Industry verticals like healthcare, travel & hospitality, banking, government, and e-commerce are evaluating their CSAT score to find an answer to the question stated above.
The average wait time for a consumer to get connected with an agent on chat is less than 30 seconds and if this escalates, you are sure to create a bad customer experience and lose the customer to your competitor.
We do not want you to struggle with it. With our enhanced features for live chat customer interactions, we are aspiring to create an experience that you want while you wait for your pizza delivery and it reaches you in time.
Sell An Experience That Your Customers Will Love
1. Rich Media Support
If your customer is waiting for a confirmation on their order, you can quickly engage with them on WhatsApp and send them an invoice confirming the order. Who is not using WhatsApp in 2021? Let your customers find answers in the most unexpected ways to walk a step ahead. In addition to the invoice PDF, you can attach certain videos that are related to your product, images, GIFs, etc.
2. Converse with Bot & Human Agent
Did you know that you can resolve about 80% of first-level queries without involving your chat agents? A chatbot does the job for you when your agents are busy handling critical cases that require more attention.
Let the bot:
- Initiate interaction with the customer
- Transfer it to live human agent for complex queries
With a seamless bot to agent deflection, you can direct all your complex queries to chat experts and the bot will take off a load of routine queries automatically.
3. Automated Message Templates
Create personalized templates for different use cases that are specific to your business. You can resolve most of your queries with automated templates as the likes of sending booking confirmation, ticket status, and delivery alerts.
Let your chat agents have the flexibility to choose from predefined templates that saves their time. While your chat agents will be able to focus on consumer’s query, it will simultaneously increase your turnaround time, customer satisfaction score, and first contact resolution rate. Create templates in text, video, and image format to simplify the customer engagement process.
4. Never Lose Track of Chat History
When your agents have been communicating with the customer for an unresolved issue, they can retrieve the context from the chat history and address the grievances more efficiently. The chat history is also available for customers to pick up the conversation where they left off. Especially on chat channels like WhatsApp and Google Business Messages, agents can handle chats asynchronously.
If your customer has requested to repair the refrigerator and the process will take more than 3 visits, the agents will be able to respond to the chat after a short duration as well. The agents do not have to be present in real-time, they can kick start the conversation after a short interval.
5. Clear Chat Disposition Indicators
Agents can dispose of the chat with desired disposition and add chat notes that can be used for future references. This enhances agents’ productivity as they can clearly segment chats on the basis of disposition and reopen a chat that requires further assistance. While dealing with a repeat customer, it becomes imperative for agents to retrieve the outcome of the previous interactions. Dispositions can be configured at the business level and the agents can choose a disposition with an easy dropdown option.
For instance, if a customer has requested for refund, the disposition can be selected as “refund” and the CRM will show this trigger if the customer calls back again to verify the refund status.
6. Chat-based Ticketing
Automatically create support tickets with Omnichannel Ticketing whenever a customer reaches you through different chat channels. These tickets are auto-routed to the agents along with the customer details like interaction history, unresolved queries, past grievances, purchase behavior, etc. Agents can easily access these tickets in their unified agent interface without having to toggle between multiple tabs.
A new ticket is created when the customer initiates a conversation through Google’s Business Messages. This ticket can be further handled by a bot or agent and if the query is resolved instantly, it will be closed as a Lite Ticket. If the customer query remains unresolved, the automatically generated ticket will be routed to the right department or agent according to the predefined routing algorithm.