Live chat can help differentiate your business from competitors by delivering immediate responses. Live chat offers clients and leads an interactive and personal experience, demonstrating your business’ customer service. From the comfort of their home, customers can gather information and solve problems through live chat. Check out these five best practices to harness your company’s live chat in Boston.
#1: Customize Your Chat Window
Often times, the live chat window is one of the first things a customer sees on your website. Use this as an opportunity to make it personal. Add an agent avatar so customers can give a face to the name. Don’t forget to have a customized greeting as well.
#2: Use Positive language
Positive language is key to making a great first impression, and customers often respond well. For example, if you do not offer a certain product, you can “happily introduce” the customer to a similar one. By using this kind of language, the customer will already have a positive feeling about a different product.
#3: Use Good Grammar and Spelling
Even though online chat can seem unprofessional, it is always necessary to use good grammar and spelling to represent a positive brand image. In addition, some customers are unforgiving when it comes to grammar and spelling mistakes.
#4: Gather Relevant Information
Asking questions is key to helping a customer solve their problem. Be sure to gather specific information, such as their name, phone number, location, and service or product they have questions about.
#5: Don’t Keep the Customer Hanging
On live chat, customers expect fairly immediate answers. Be sure to turn live chat off if you step out of the office. If you are chatting with multiple customers, be sure to keep track of your chat windows and provide timely responses.
Utilizing Live Chat in Boston
Using these best practices for your websites live chat service can help you gather more quality leads. Contact Digital Resource if you need live chat in Boston. Our digital marketing experts can assist you in utilizing your websites live chat to grow your business.
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