Category: Marketing Automation

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Live Chat Best Practices for Better Customer Service

For any business’s growth, there are two main aspects that need to be the focus: customer acquisition and customer retention. If you are focusing on either one of them but not the other, then the growth chart of your business will be a flat line.

Many businesses make the mistake of focusing on just the acquisition part, unaware of how high churn rate is adversely affecting the growth. According to an insight by Forbes, less than a third of business executives give any priority to customer retention.

Whether it is acquisition or retention, both need to be the focus and one of the main part of both aspects is the customer service. Customer service is the backbone of any business.

If you have a good product, but bad customer service, you are unlikely to get any loyal customer. According to a study by Harvard Business Review, customers with better past experience with a business spend 140% more than those with a poor experience.

Customer Experience Drive Sales

Considering the importance of customer services, it is important that something should be done to ensure better customer services. One of the methods to achieve this is through Live Chat on your website.

Why Live Chat?

Live chat is the quickest way of communicating with a company. Customers and prospects usually prefer to contact through live chat because they know that they are talking to a real person who will reply to them without having to wait for hours.

Live chat is a great medium to improve your customers’ satisfaction because you can quickly solve their issues. You won’t even give them a chance to get frustrated with the issue they are facing.

When customers get a timely and right solution to their problem, it will make your company reliable for them. They won’t even consider opting for your competitors.

Live chat can also help you acquire new customers. When Wells Fargo integrated online chat successfully in 2008, they saw a double-digit increase in converted shoppers.

Live Chat Best Practices

Live chat feature will be a big help in satisfying customers, but when done wrong it could backfire.

When you are adding a live chat feature to your website or platform, you are making some big commitments with your customers and prospects. They will have the perception that they will get a quick and correct response in a suitable tone.

To deliver them the expected experience, you need to follow these live chat guidelines.

Set The Expectations

Most businesses fail to deliver good customer service because they are unable to meet their expectations.

In live chat, customers expect a quick response, however, this is not always possible, especially where there is a load of chats on chat agents.

This is why it is better to set customer expectations by letting them know about the wait time upfront. Inform them about the operational hours beforehand, if you are not committing to 24/7 support.

Lower The Response Time

While it may not be possible to reply immediately when a customer chimes in on a chat, it is still possible to keep the average response time low for chats.

There are a lot of methods to achieve this.

Most obvious is to either hire more chat agents or keep the load per agent low.

Hiring more agents can be costly and not possible for every company, especially startups or SMBs.

The other option is to keep the chat load per agent low, which is possible by increasing efficiency and reducing the clutter.

Integrate canned responses in live chat so most common questions can be answered quickly without having to type anything.

Enable auto greeting message in the chats so customers know you are available to help them and it will help agent’s time as well.

Show knowledge-based articles of your product or FAQs regarding your services before customers can start a chat. This way, agents won’t have to deal with common issues that can be solved easily.

Use pre-chat surveys to collect information regarding the issue before the chat starts. This will save time because the agent will already be aware of the issue and how to solve it.

Understand Their Needs

Kindness and courtesy are at the root of the customer experience. – Shep Hyken

Interacting with a customer over a live chat is like interacting with them face-to-face.

Treat them like you would treat a customer if they were in front of you. Try to understand their needs and empathize with them so they know that they can rely on you with their problem.

Often chat agents abruptly close the chat after final response to handle other chats. This is rude to customers, as they might have some more questions. This also has a negative impact on the brand’s image.

The best practice is to always ask the customer whether they need anything else before ending the chat.

Often customers don’t reply for some time after their first message. In such cases, instead of ending the chat due to customer’s inactivity, it is best to always follow up with another response and tell them that you are ending the chat because of the inactivity.

Give Them What They Need

What frustrates the customers most during live chat is when the agent either provide an inaccurate response or provide a vague solution to their problem.

This either happens because of the incompetency of the chat agent or misunderstanding.

To avoid this, the best practice to read the chat carefully and provide a detailed solution so there is no misunderstanding between a customer and the chat agent.

Before sending the response, make sure that agent proof-reads the answer for any technical or grammatical mistakes. Use simple words in the chat so even a customer who speaks a different language than yours can understand the chat.

Conclusion

By implementing these live chat best practices, you can deliver better customer service to improve acquisition and retention rate.

However, live chat is just a single part of a growth strategy. If you are not working on other things as well, then you might not be able to hit your growth target.

What Live Chat practice of yours do your customers like the most?

2 New Facebook Messenger Bot Updates

Facebook Messenger Bot is one of the most powerful new methods of internet marketing today.

Messenger Bots enables you to create great sales funnel that will bring in sales directly within Messenger and deliver messaging sequences to your friends or people in your list.

Keeping that in view, it’s important that you know what’s the latest happening in the space.

Facebook chat bot also allows you to have automated conversation with users on Messenger using AI and send downloads like content upgrades and resources via Messenger.

But, what exactly are Facebook Messenger Bots?

Messenger bot refers to a piece of software that utilizes artificial intelligence to converse with you.

You can say that a Facebook Messenger Bot is just like an app, but its interface is a conversation instead of a menu.

Though, most bots are using menus with preset phrases.

Since its launch, thousands of Messenger bots surfaced on the market, serving a variety of use cases, including checking the weather, scheduling or booking flights, and diagnosing medical conditions.

What are the Benefits of Facebook Messenger Bots? What can they do?

Facebook bots provide a lot of benefits from a business point of view.

A fairly common use of Facebook Messenger bots is customer service.

It serves as a way to help customers in a more personal way that integrates the voice of the brand and its values.

By answering the most common questions it helps increase the business hours without much hassle.

Businesses are also using bots to help their customers research and deliver content to customers.

Some companies enable transaction and provide specialized services through bots. In addition, brands are now using bots for awareness campaigns.

With the growing needs of customers and users, new upgrades on Facebook Messenger Bots are happening regularly.

From time to time, there are amazing changes on Facebook bot that boost user experience.

Early this year, Facebook launched a way for users to find new Facebook Messenger bots to interact with.

This addresses the discovery issue that has plagued the hundreds of thousands of developers of the platform.

One of the biggest parts of the news is the launch of Discovery tab.

The new tab on Messenger allows people to view their recently used bots, see trending experiences, search for certain bots and browse different bot categories.

Apart from Discovery tab, below are notable new/improved features:

1. Referral Parameters

Facebook adds more referral parameters to the back-end bot systems to allow the brands to gain a better understanding of how the users come to their bots.

And also about where they come from. As a result, developers will gain a better understanding of the traffic flow, which helps them build better workflow.

These parameters also allow businesses to design even more focused bot interactions.

For instance, if a user clicks through your Facebook Messenger bot from a certain ad, you can create a welcome message tailored to the offer in that specific ad.

2. New Ad Options

To help businesses on Messenger create more awareness, Facebook adds a new News Feed ad unit that allows brands to connect potential clients directly to the Messenger team.

Advertisers and Facebook marketers can now reach people in their News Feed and then direct them to Messenger.

Those who adopt this feature have used News Feed advertisements to open conversations in Messenger to increase awareness of their brand.

The whole set up is straightforward and easy.

From there, you have the ability to communicate directly to customers or connect them to a bot.

Effective Ways to Use Bots

If you are new to chat bot Facebook sites, you might feel like you’re walking in the dark.

It is a smart idea to be familiar with the do’s and don’ts before you jump in. Keeping that in mind, here are some things  to remember when using bots in general:

1. Think of an Effective Strategy to Use

Do not build a bot merely because other brands and businesses have done so.

Always keep the needs of your customers above anything else. And also, how they can benefit from your service.

Once you know what exact need that your bot will be serving, only then you can make a move and get started.

2. Determine and Test What Works

Learn how your customers are using bot in order to provide a better experience.

Your goal should be to constantly improve and refine bot experience for your customers.

3. Consider the Journey of Your Customers

Consider where your bot could actually fit in with your customer’s buying journey.

Your bot does not have to be a sales tool. You can use it to help your customers browse your catalog and to answer any questions they might have.

It’s Time to Take Advantage the Use of Facebook Messenger Bots!!! 

An increasing number of customers now turn to social media messaging like Facebook Messenger to contact businesses with inquiries, complaints, and comments.

Although there are tools that will help manage the influx of messages from customers, they are not so intimate. And most of them require human labor.

Facebook Chat Bots allow you to automatically provide immediate responses to your customers.

All you need to do is to make sure that it is properly tailored to your business. It should be able to address the questions that your customers might encounter for them to have a convenient journey to your website.

A Bot can immediately answer questions regarding product pricing, availability and company’s privacy policy.

This frees up your customer service team for them to deal with more serious questions.

Certain Facebook chat bot can also provide automated services to simplify the process.

Remember, the easier you make it for your customers, the more sales you will be able to generate.

Therefore, Facebook chat bots are highly valuable. If you will use the latest Facebook Messenger bots properly tailored for your business, the more benefits you can reap.

Conclusion

Make sure to remember the 2 new recent Facebook bot updates and start making a difference in how you conduct business:

1. Referral Parameters 

You can customize the message that you can provide your client based on the specific ad where click through.

This can allow you to have better workflow or system in handling your customer queries.

2. New Ad Options

This is a really good option if you want business or brand awareness.

Facebook added a new News Feed ad unit that can allow brands to connect potential clients directly to the Messenger team.

 

Continue checking out new Facebook Bot Updates and never get left behind.

Improve your business by making use of the latest bots that won’t cost you big amount of investment!