6 Tips To Adding Live Chat To Your Website

This generation is one that is used to textual communication. In a previous article, we talked about a study that found 48 percent of 18-24 year olds believe text messaging is just as meaningful as an actual conversation with the person on the phone. A lot of your younger customers may prefer to communicate through text, and if you don’t have an option for them, you could be missing out on their business. If a customer browsing your website has a question about a product and the answers aren’t there, they may move on.

LiveChat offers a real-time live chat software tool for e-commerce sales and support. LiveChat is being used by businesses in a wide variety of industries, according to LiveChat spokesperson Szymon Klimczak:

- startups (Animoto, SmugMug, SproutSocial)
- online retailers (ModCloth, ASOS, Beachmint, PromGirl, Quiksilver)
- hosting providers (MediaTemple, Lunarpages, JaguarPC, Site5, iWeb)
- education/universities (UCLA, Stanford, UNF)
- software (Adobe, Kaspersky Lab)
- hardware (Asus, Acer, Roku, Netgear)
- tourism (HomeExchange, AirAsia)

The cost of the software goes from $36 a month for one agent, to $39-$59/month for larger teams, with discounts available for longer subscriptions.

In terms of best practices when implementing customer service chat on your website, here are some tips:

  • Make your chat pages consistent with the rest of your site. You want your customers to have a uniform experience.
  • Your analytics should be able to tell you when customers are visiting your site the most, and thus, when you need agents available.
  • Your agents should have a shared knowledge-base available to them, with canned answers for the fastest response to common queries, and customer history data, if possible.
  • Agents should have strong language skills. They should avoid jargon and typos when chatting with customers.
  • In chat, even more so than on the telephone, it’s important for your agents to let the customer know what you’re doing and if you’re not going to be writing back to them for a minute or two while you deal with any issues they may have. You’re bound to lose them if they’re sitting there without a clue what’s going on on the other end and no indication from the agent that their problem or query is being responded to.
  • Have agents focus on solving any problem fast and in one session.

LiveChat has a lot more on agent etiquette on their blog.

Do you have experience with customer service chat? What have you learned from implementing it? Did it increase your profits? Let us know in the comments!

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About Vincenzo Ravina

Vincenzo Ravina is a writer, journalist and giraffe enthusiast from Halifax, Nova Scotia. You can learn more at his website, http://VincenzoRavina.com, or follow him on Twitter at @RavinaSBT.

  • http://www.biz2credit.com/ william james

    For any business customer feedback is a must!! With the help of live chat you can interact with your customers at any time. With the customer feedback you can enhance your business as your customer need.

    • http://Smallbiztechnology.com Ramon Ray

      William – I guess enough people don’t LISTEN to their customers!

  • http://freetraffictip.com Tinu

    Been really thinking about bringing chat back. Issue is mostly – how to make it scale.

    • http://Smallbiztechnology.com Ramon Ray

      Chat on your web site for support? or how?

      • http://freetraffictip.com Tinu

        Kind of. From time to time, earlier in my career, I’d set up a chat link so people who were part of my various communities could talk to me via chat with a 15 minute time limit.

        For so many reasons it’s no longer practical. But I miss it.

        • http://Smallbiztechnology.com Ramon Ray

          Go it…the “old days”

  • Jeniffer Maben

    Live chat software is the fast communication tool. Customer support is no doubt very important for any business. Some top rated live chat software are : LiveChat, Live2Support, LivePerson, Boldchat, LiveHelpNow.

    • SvetLana Molchanova

      I would also add the new reghelper.com with cowbrowse. You can watch your visitors, highlight information and help with navigation.

  • David irwin

    Live
    chat is a wonderful tool for customer help and there instant feedback.
    At present time I am Using eAssistance Pro Live Chat tool. This
    software secure and reliable.

  • Jim Hale

    As an existing customer, I called LiveChat support and was told they wouldn’t help by phone. Pulled up LiveChat and chatted online with the same guy. He was rude, condescending, and totally unwilling to help. Our business is moving to a different provider… one that still believes in taking care of the customer.

    • http://Smallbiztechnology.com/ Ramon Ray

      Ouch – I guess they’re trying to live what they sell?