This gives them time to get oriented before being interrupted.
Keep in mind that your chat agents are likely to be handling multiple conversations at the same time, so anything you can do to help them multitask will help.
Action: Ensure your chat software is set up so that your agents can see a customer’s words as they type, and issue an alert when the customer has hit the “send” button.
Chat agents that know about all of your product lines can quickly identify upsell and cross-sell opportunities.
Action: Put your chat agents through the same preliminary training programs as the salespeople.
When customers arrive within a live chat conversation, they should be greeted professionally and with courtesy.
But it can take a lot of time for your chat agents to type out these standard messages time after time.
And, 62% of consumers who have used live chat said they would be more likely to purchase again from the merchant who provided the service.
Why does live chat make such a huge difference in conversion rates?
Use this feature with good judgment, because too many canned messages can make your customers think they’re talking to a machine rather than a real person.
Action: Create a set of professionally designed pre-canned messages and train your chat agents how to use them.
Customers won’t always initiate the chat conversation, so you will need to proactively identify individuals who may need help and then raise the chat window with them.