The adoption of business strategies and tools depends largely on the business context and its processes, but you may have noticed as a user yourself, that live chat has become an indispensable support, loyalty and communication channel even for realities that are very different in size and industry.
To track a shipment, ask about a product, get support on payment methods, or report an eCommerce malfunction, live chat has become a preferred channel for many.
In this article we want to remind you why it is important to have a live chat and recommend those that can increase your productivity right away.
Are you also thinking of adding this touchpoint and enhancing the service you offer to your users?
Live chats have a higher conversion and interaction rate than traditional channels such as email and phone, plus they are useful not only to users, but also to customer service, sales and marketing people because they can gather valuable data for their business strategies.
Needless to say, live chat interactions should also be managed from an omnichannel perspective with tools that connect information and teams by facilitating data analysis.
Startups, SMBs, and enterprise companies in addition to the customer experience of physical stores are turning to the communities of followers that have sprung up by presiding over social such as Pinterest or Facebook, and now they have taken to messaging apps, following the trend of conversational commerce. Thinking of live chat as the conversation that can take place if a user walks into one of your stores.
Live chat allows you to establish more familiar and personal relationships to shorten the distance with your users. It is an immediate, personal and less formal channel, a valuable tool to streamline not only support tickets, but increase conversations and create more trust in users.
If you have been hesitating until now, now is the right time to implement live chat on your site or eCommerce and see if your users prefer it. Don't forget that you can also integrate chat with Facebook Messenger, using social login to speed up user authentication and data exchange.
Let's discover together all the possibilities available to you.
The best live chat for sites and eCommerce
Live chats on sites and eCommerce are often implemented with external plug-ins, then managed by third-party applications that can weigh down the platform, the worst part is that they often don't communicate with CRM, help desk and all those tools that help us reconstruct the profile of the user we are interacting with to personalize services, maximize sales and increase consumer loyalty.
Here are some live chat software we recommend as productivity tools.
Zendesk Chat
What makes Zendesk Chat the best choice for live chat?"
- Zendesk Chat works with major browsers (Internet Explorer 6+, Firefox, Google Chrome, Opera, Safari) and provides a single management dashboard
- for the company an App for iPhone, Android and BlackBerry
is also available.
- also your users can chat from any device
- agents can view each user's history in just a few clicks and all interactions exchanged with your company
- you can use triggers to automatically reach each visitor
- you can access analytics dashboards to monitor visitor flow and take action whenever a customer may need help
- Live chat is highly customizable
- Zendesk Chat is available in over 40 languages
- When you finish chatting, the user can leave a rating
- Zendesk Chat integrates seamlessly with Salesforce CRM, HubSpot, Zendesk and many others
- Zendesk Chat can be configured with Zendesk Guide to integrate real-time assistance with your knowledge base. This allows you to suggest useful articles to users before they consult a dedicated agent
- attaching files (such as screenshots, pdfs, links) and exchanging them with users can be necessary, but also useful for improving interactions and support
- we recommend using the Answer Bot to automate, thanks to artificial intelligence, the most frequently asked questions when agents are not available in live chat
HubSpot live chat is integrated with CRM
Next we come to another solution for your live chat, that of HubSpot.
A cloud-based solution that enables you to connect your website visitors in real time to convert them into new leads, increase sales, and offer support that lives up to their expectations.
Accessing HubSpot's live chat is super easy and instant from any device, even your cell phone, so you can always be available for your users even when you're on the go.
We recommend HubSpot's live chat to leverage integration with its native CRM and push the use of all automation and nurturing features perfect for marketing and sales teams as well.
HubSpot Chat has many useful opportunities for your business:
- you can attach files, such as Documents, videos, articles, links to book a meeting
- e-mail transcript of conversation with users
- is integrated with CRM is therefore perfect for marketing automation
- you can launch surveys to have your services evaluated
- if you use chatbot you can qualify leads faster, provide answers to frequently asked questions, allowing your agents to focus on more complex inquiries.
Shopify Inbox for your eCommerce
If you use Shopify's platform to sell products or services on your eCommerce, then you can also use Shopify Inbox.
With this free application you can manage conversations with customers and new users, you can create automatic messages and get detailed information about your interactions.
Let's take a look at some of our favorite Shopify Inbox features together:
- offers an omnichannel approach. It connects to your Facebook social page (soon to be included Instagram social page). Messages you receive on social come directly into Shopify Inbox chat. If you want, you can connect (it is an available option) Apple business as well. When a user with an Apple device wants to contact you, they can do so from the iOs message function
- insert FAQ for frequently asked questions
- add preset answers. By typing a word, the agent can quickly call up a template response to speed up his or her action
- from Shopify Inbox live chat, users can quickly check the status of their orders: they enter the reference number and Shopify will return detailed shipping information. It is not the agent, but an automated workflow that will do all the rest
- if a customer has had a delay, a problem on the shipment or the product, from the Shopify Inbox the agent can create a discount and send it during the conversation in real time.
- also from the Shopify Inbox you can send a link to a product you want to recommend. If the user buys from that live chat you can verify this with an analytics dashboard that will let you know the revenue from Shopify Inbox conversations, including the average response rate and other information
- you can ask the user for their contact information, if they leave the chat you can contact them back at any time
- the Shopify Inbox doesn't weigh down your eCommerce platform
- you also have a chat available to converse with the team.
A Live Chat is not just for real time customer service
power2Cloud recommends that you implement more than just a chat. Here's why a live chat is useful not only for real-time customer service:
- you can start a conversation proactively at different points in the sales journey
- create triggers for upselling a product
- share files to enable the sending of screenshots, catalogs, or offers between agents and customers
- reduce cart abandonment rates by connecting with customers in case of problems
- use default responses and preview function for faster response
- transfer chat between agents with internal comments
- access chat transcripts
- you can use live chat as a welcome message.This allows you to optimize your users' requests and organize well-defined workflows for your ticketing system.From live chat you can route requests to the appropriate team by entering macro-areas of interest such as shipping, support, information. Ask visitors to provide basic details such as contact information and anticipate something before starting the live chat. Remember to personalize messages.
- increase conversions. Live chat can improve the user experience by resolving concerns that can help finalize an online purchase
- measure your services and customer experience, include pre-chat forms for statistics or generate post-chat surveys for user feedback to ensure you have delivered a service that lives up to expectations. This is also important for measuring the performance of your agents and creating a service with a higher business standard.
- Customize services: Users are increasingly demanding and want not only timely service, but tailor-made service. If your live chat is linked to your ticketing system or CRM you have the ability to collect and manage your users' data and use it at the appropriate time to provide personalized service and anticipate their possible needs.
- take cues from conversations to improve your products and services. Much of the data collected in the company's live chat can help you improve your site or simplify certain processes involving check out or return descriptions for example. You will better understand what your users' needs are and this will not only allow you to optimize the work of your customer care agents to focus on the most complex requests, but also improve user experience and conversions.
- offer ongoing assistance thanks to a live chat that is present but not intrusive. If you can respond to live chat from 9 a.m. to 6 p.m. Monday through Friday,add a chat bot at strategic times when customer care agents are not on duty. Offer users self-service resources to automate support and tap into useful resources such as FAQs with frequently asked questions. This way, your online shop will always be up and running in real time and your users will always be answered at any time. Chat bots can also be strategic at special times of the year with sales, Christmas and will optimize the deployment of your staff.
power2Cloud can help you find the best solution for your reality, click on the banner below and contact our team to see these live chats at work.