Live Chat

Top tips for Live Chat on your website

Live chat is an integral part of your customer service strategy. Not only does it help you provide better service, but it’s also an opportunity to convert more visitors into paying customers.

Through live chat, you can connect with your website visitors when they need help. It also provides a valuable data source to help you understand how your customers use your site and what they want from it.

To get the most out of live chat, ensure it is set up correctly and your team is trained to use it effectively.

With that said, here are some top tips for making sure live chat works for you:

1.     Get to know your customers better

When you start a live chat on your website, you probably have a target audience in mind. The best way to serve this audience is to learn more about them by listening to their requests and acting accordingly.

For instance, if your customers ask for an additional service in your offerings, say administration support, be proactive and provide just that in the shortest time. You’ll easily generate more leads and get repeat clients by honouring clients’ requests promptly.

Remember, knowing your customers shouldn’t be rocket science. You only need to be keen about the questions they ask and requests they make to get insights about what they like (their needs and preferences) and give them exactly that!

2.     Use conversational, natural tone

Your customers want to feel like they are talking to a real human, not a bot. Leverage that by using conversational, natural language to build a rapport with your audience. While at it, ensure you’re consistent with the style and tone of your brand in your live chats.

Don’t forget to be friendly to your clients. Begin by introducing yourself and asking how you might be of help. Be professional yet polite in your approach. If you implement the human element and engage your clients, you’re likely to attract more users to your live chats.

3.     Speed is everything; give prompt responses!

In today’s fast-paced world, making your chat 24/7 is not an option. Your customers should be able to get accurate and complete answers about your products or services on their first contact, lest they go to your competitors. According to a report by Forrester, about 53% of customers will abandon an online purchase if they don’t get those answers promptly.

Speed and responsiveness save time and improve the overall experience of your site visitors. So ensure there’s always someone to respond to your clients whenever they visit your site. If you cannot provide 24/7 human chat service reps, consider using automation as well. Combining bots and human agents will help you provide 24/7 services while keeping operational costs low.

4.     Implement automated triggers

Automated triggers allow you to set up triggers for specific user behaviours, such as signing up for a webinar or downloading a whitepaper. You can then deliver automated messages based on those actions.

This includes thanking them for their interest in the product or informing them that they’ve signed up for something they didn’t intend to.

5.   Chat when it is convenient for your customers

Let’s get this out of the way first: there is no one perfect time to chat with your customers. The best time to chat live on your website and in other channels will depend on the types of customers you serve.

But there are some general guidelines that can help you make the best choice.

  • Find out when your customers are most likely to be online.
  • Make sure that you are available during those times—and then again, just as important: make sure that someone else is available as well! Even if a customer does not respond immediately (or ever), they know someone will be there for them when they need it.
  • Make sure you have a “chatbot” system implemented so that customers can always reach someone if needed, even if no human reps are available at any given time

6.     Get your FAQs straight and have them at hand

If a customer has a question, ensure you can answer it quickly and adequately. The best way to do this is by having a set of Frequently Asked Questions (FAQs) that you can send to customers who ask questions about particular topics.

When someone asks for help, instead of giving them a long, drawn-out answer, point them to your FAQs. This will save you time and help your customer get what they need quicker than if you had to explain everything repeatedly.

7.     Have a dedicated support agent

When interacting with customers through live chat, having one person take all their queries can be great for efficiency. However, it can also cause problems if something goes wrong and they have no backup.

It’s much better if each team member takes responsibility for certain areas of the business so they know exactly what they’re dealing with when someone asks them a question. For instance, if you sell makeup products, one member of staff might be responsible for answering questions about eye shadow while another deals with lipstick and so on.

8.   Display your hours of operation

Before you start, your hours of operation should be clearly visible on your website. If possible, consider posting them in other places, such as social media and newsletters.

You’ll also want to double-check that any links for live chat are correct and working. If you don’t have a live chat link on your website, consider adding one now.

9.     End chats in a way that encourages further customer engagement

The end of a conversation is an excellent time to ask customers to rate their experience or provide feedback. Use the chat transcript as an opportunity to engage with the customer by offering follow-up information, like a link to your company’s blog or contact information for other support channels.

If you’re using live chat software that allows you to create custom exit messages, consider ending your conversations with one that encourages further engagement. You can also include links to social media profiles where customers can share their thoughts about your brand.

Remember that live chat isn’t just about answering questions — it’s about providing a great customer experience.

Final Thoughts

Live chat is a highly effective tool for your website that can help you engage with customers and boost your sales. It’s also easy to ensure your customers feel heard and cared for. We hope these tips have been useful in helping you get started with live chat on your website feel free to contact us via our live chat at Clyde Offices.



IdrzyIdrzy
19:43 15 Feb 24
Very fast service , address sent via email immediately after purchase. Attentive staff and customer service
Tom GairTom Gair
09:39 09 Feb 24
Found these guys, easy to follow online instructions. Quick to set up. Very fast response times to welcome us on board. Not yet used their services, but I'm sure they will be great!
Jordan SmithJordan Smith
13:49 01 Feb 24
Mark MunroMark Munro
14:50 29 Jan 24
Quick and easy to set up, very competitively priced with good support and friendly follow-ups.
Team NeonTeam Neon
09:40 26 Jan 24
Great service!
Michelle LydenMichelle Lyden
16:59 25 Jan 24
Clyde Offices provided us with a consistent and really good service for almost 4 years. Gerry was always at the end of the phone to help us with our queries. I would recommend Clyde Offices if you are looking to add value to your office needs, i.e. outsources answering service etc.
David HeriotDavid Heriot
11:08 11 Jan 24
Super easy to set up, very competitively priced and friendly follow-ups.
Gillian's WalksGillian's Walks
14:01 30 Dec 23
Quick and easy to set up. Great to have an option like this locally.
SamSam
12:41 07 Dec 23
I was looking for a mailbox provider as I am studying and I live abroad. I found Clyde Offices and they were very helpful in answering my questions. Very reasonably priced and would allow me to receive a few parcels. I highly recommend them and I will be using them for many years. The staff were very attentive and friendly.
Julie MurphyJulie Murphy
15:16 06 Nov 23
This is a great idea if you have your own business but would like an address in the city centre on top of, or instead of your own address or other location.Allows you to advertise as being based in the city centre.Anytime I had to contact the offices the staff were great and very helpful. I didn't need to contact them much at all because the process is so easy and straightforward.
Charles RidleyCharles Ridley
08:55 20 Oct 23
Really easy to get set up and competitively priced service.
William KimmetWilliam Kimmet
23:25 19 Oct 23
Very good and very cheap rental
Jon ChristieJon Christie
11:25 10 Oct 23
Can't fault the service; long may it continue. A good choice for most I would think
Stacy MairStacy Mair
09:56 10 Oct 23
Clyde Offices were very helpful and informative when setting up an account with them, they provide the full service at competitive prices and no additional fees.
j caldwellj caldwell
16:47 21 Aug 23
Setting up my virtual business address with Clyde Offices was so quick and easy to set up in minutes. They also were in email contact to make sure everything was ok and if I needed any other services from them just to make contact with them. I couldn't be happier with the service I received. Thank you
Levati LearningLevati Learning
14:13 21 Aug 23
Very good experience working with the team at Clyde Offices. They have been helping us out for over 5 years now and couldn't survive without them.
Joanna “C.”Joanna “C.”
16:12 14 Sep 22
A vastly superior service from Clyde Offices than any of the corporate virtual offices I have used in the past. A fab team, very efficient and friendly, always very helpful. I would recommend them one hundred percent. Great Central Glasgow location if you ever need to visit.
Audrey JenkinsAudrey Jenkins
04:00 03 Jul 22
I hired a mailing address through Clyde Offices for two months and the service was hugely helpful during that time. I rented some camping equipment for my hiking trip and could only find it for mail delivery; because I flew in from the USA, I needed an address in Glasgow and it so happens their office is very near the train station so this plan worked out perfectly as I set out Monday morning for my trip via train. In addition to easy communications and set up, the service worked with me on my order so that delivery time and pick up were arranged and I had no issues arriving and picking up as planned despite an awkward delay between delivery and pick up. My box was also large, which was certainly an inconvenience for them to hold for a week, but they understood my situation. I recommend Clyde Offices if you are seeking a mailing address in Glasgow.
Kathleen RobertsonKathleen Robertson
09:33 21 Mar 22
I have found Clyde Office to be 100% committed to all work that they carry out for people. Very helpful polite and trustworthy.
Ralph FlemingRalph Fleming
14:44 20 Mar 22
Alan and the team have been a real find for me. They do my reports and deal with all my mail for me. They automatically scan my mail over to me so that I can pick it up on the go, I could not recommend them enough for a small business like me. It's true what they say if you don't have an admin person then you are the admin person!
Austin PowellAustin Powell
17:56 19 Mar 22
Clyde Offices provide me with an incredible service that is invaluable. They help me manage my business. I use for call answering, mailing address and also they help with some of my admin via the virtual assistant service. 5 stars for sure.
Hunter StellaHunter Stella
18:45 16 Mar 22
Sign up was straightforward, and got a virtual mailing address confirmed within minutes. Would recommend.
Glasgow ClinicGlasgow Clinic
11:57 16 Mar 22
Amazing service for a new startup. Understands my business needs and always happy to offer solutions. Professional staff at the end of the phone every time.
hondo madhohondo madho
15:19 14 Mar 22
The staff are professional and timeous in their communication to customers.They give you confidence to work anywhere in the world and they handle your administration in a fantastic way.....keep it up...
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