Why People Go Public with Their Customer Service Nightmares

Live chat is a great way of increasing customer engagement and boosting website conversions. When used well, it can enable you to offer excellent customer support, save yourself time and money, and increase your bottom line.

That said, many businesses are routinely making the same mistakes in their live chat. Mistakes which can damage their brand and lose valuable customers.

1. You’re making the customer work too hard

Having said that, it’s no bad thing to ask your customers for a few details before you get going. In fact, gathering the first name, location and email address can help you to provide a more personalized experience.

Let’s face it, live chat is meant to make your customer’s life easier. But if you give them an over-complicated process for accessing it, you’re asking too much.

Some businesses demand layer upon layer of information before they offer their clients an agent. Great for data-gathering; terrible for customer service.

The solution:

Work out in advance what you need to know about your customers. Think beyond the chat itself. If you have integrated your live chat with your CRM, website or email tool, then this information can help you provide a long- term experience for your customer.

However, keep the information to a need-to-know. Don’t ask for information that you’ll never use, or you’re just adding extra barriers between you and your customer.

2. You’re making your customers wait too long

Having said that, it’s no bad thing to ask your customers for a few details before you get going. In fact, gathering the first name, location and email address can help you to provide a more personalized experience.

Let’s face it, live chat is meant to make your customer’s life easier. But if you give them an over-complicated process for accessing it, you’re asking too much.

Making your customers wait will damage your business. In fact, research carried out by Forrester and Amex showed that 20% of Generation Z (people aged 16-22) would stop using a brand if their live chat responses were too slow.

The answer is that they are spreading themselves too thinly. Either they’re claiming to be available when in fact they’re not, or they have too few agents to deal with the volume of requests.

Why People Go Public with Their Customer Service Nightmares

Live chat is a great way of increasing customer engagement and boosting website conversions. When used well, it can enable you to offer excellent customer support, save yourself time and money, and increase your bottom line. That said, many businesses are routinely making the same mistakes in their live chat. Mistakes which can damage their […]
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Why People Go Public with Their Customer Service Nightmares

Live chat is a great way of increasing customer engagement and boosting website conversions. When used well, it can enable you to offer excellent customer support, save yourself time and money, and increase your bottom line. That said, many businesses are routinely making the same mistakes in their live chat. Mistakes which can damage their […]
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Nam LêAuthor

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Hey there, My name is Nam Le. I love travel and photographs. I take photos to keep memories alive. Blogging is a important part of my life since I was in high school. Welcome to my Blog!

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