3. Demonstrate Commitment to Live Chat
The pitfalls to employing chat usually center on taking an uninspired approach to the medium where the code is thrown up but then not adequately staffed and aligned with appropriate goals.
For true success, implement personalized, interactive, data-driven training programs and provide updated education at regular intervals. Additionally, integrate the management structure into this initiative by having agents give themselves a quality score that they can share with coaches on a weekly basis. Self-evaluation can be a great way to create the opportunity for constructive critique and conversations about improvement.
4. Don’t Rely on Chatbots To Be Your Brand Ambassador
Chatbots certainly have their place, especially when it comes to directing customers to content that can answer high-level, basic questions. At the same time, chatbots in no way replace the human touch once questions get a little deeper.
Converting visitors into loyal, high margin customers requires a host of conversational skills. A strong live chat agent needs to read between the lines, assess the bigger picture of the sales opportunity at hand, hold multiple parallel discussions at once, and respond to their conversation partner with timing, wit, and emotional intuition.
Moreover, people do business with people they know, like, and trust. The best way to get someone to connect with your customer support agents is for them to develop a relationship with one another.
When salespeople have rapport with clients, they create a mutual base from which to partner and support each other’s goals. Although IBM Watson has drafted ads for Toyota that helped them close some business, chatbots are often inadequate for complex sales applications. Unlike writing copy, customer care requires the dynamic art of two-way conversation.
Chat strategies that leverage artificial intelligence (AI) can serve customer service agents well, but only by augmenting human agents. Through deep learning, natural language processing, and multivariate analysis, organizations can analyze more variables and more extensive data sets than is humanly possible to help customer care agents perform better. Thus, the goal of these systems should focus on arming humans with information they can use to engage the customer more effectively.
Creating the Most Successful Online Chat Scenarios
The very best live chat agents aren’t the ones who are naturally gifted at charming the customer. They’re the ones who record metrics for constant improvement, possess superior situational awareness, and use AI to supplement their instincts and experience as needed. The combination of these traits will pave your way to successful customer care.