How to Provide Exceptional Customer Experience with ProProfs Chat
Monday, April 15, 2019
One thing that separates a
trendsetter from the rest in the market is providing exceptional services
consistently.
People know that there are
too many options for them to explore. Except, how many brands are able to
provide consistent services that are exceptional and reliable?
Let’s just say, a few.
However, the reason for being this blunt is because not every brand is able to
stand up to customers expectations. Whereas, 54% of all consumers globally express that
they have higher customer service expectations than they did just one year ago.
What’s more, many feel that companies should take into account their feedback
to improve customer experience.
With the expectations bar
set so high, brands have realized that they need to give customer service,
support and the overall experience more importance. That’s because it will help
them:
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Stay relevant to the customer base
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Become the trendsetter themselves
However, to improve the
customer service experience, it is essential for them to ensure that they keep
the customers engaged with the brand. After all, customers across the globe say
that support service is an essential factor to be loyal to a brand.
Besides brand engagement,
brands should also focus on:
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Building a personalized relationship with customers
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Be proactive to reply to all their questions
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Use customer feedback to improve their services further
That’s why it is important for brand to have platforms like live
chat software onboard to reach the above objectives easily.
How the Use of Live Chat is Beneficial for
Brands?
According to a report published by FurstPerson, nearly 77% of the
consumers will only make a purchase if there is live chat available on the
website. Live chat being the primary preference of most customers is enough
reason to integrate it to your website. However, the popularity and demand for
the feature also have a fair justification behind it.
Live chat is mainly preferred by customers because of the immediacy it offers. While the average waiting time for email support and social media support is 10 and 12 hours respectively, the average waiting duration for live chat support is merely a few seconds. Customers can instantly get connected to a knowledgeable representative. This allows them to resolve any issues that they might have only a few moments after the problem has occurred.
Live chat is mainly preferred by customers because of the immediacy it offers. While the average waiting time for email support and social media support is 10 and 12 hours respectively, the average waiting duration for live chat support is merely a few seconds. Customers can instantly get connected to a knowledgeable representative. This allows them to resolve any issues that they might have only a few moments after the problem has occurred.
Added to that, frequent
and loyal customers expect your services to be at their beck and call. Not
being able to provide them with the same can even drive away the most loyal of
customers. The live chat feature aids your business to do exactly that. It
allows you to instantly respond to customer queries.
Along with the aforementioned, employing a live chat feature on
your company website can also allow you to provide pre-sales support which is a
rare occurrence even in the never-ending sea of eCommerce businesses.
Using the live chat feature for pre-sales support can exponentially increase your chances of converting a lead into a paying customer. That is mainly because you can immediately route them to the appropriate department merely moments after they reach out to you with their queries. This is regarded as a sign of a great customer experience which is also responsible for attracting leads frequently to your business.
Using the live chat feature for pre-sales support can exponentially increase your chances of converting a lead into a paying customer. That is mainly because you can immediately route them to the appropriate department merely moments after they reach out to you with their queries. This is regarded as a sign of a great customer experience which is also responsible for attracting leads frequently to your business.
How ProProfs Chat Helps You?
Being a SaaS-based
software, ProProfs Chat is the perfect support solution for organizations to
provide instant answers hassle-free. The live chat tool is equipped with
features that help operators provide delightful customer experience. So, let’s
take a look at how ProProfs Chat can help you not only offer delightful
customer support but also improve your teams’ productivity and efficiency in the
long run.
Helps you provide instant
support via canned responses
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Fig(1):
Illustrates canned responses in ProProfs Chat
|
One complaint that customers make constantly is the delayed
response time. But, with ProProfs Chat you not only reply instantly but also
save general replies and categorize them using tags.
As seen in Fig (1), every repetitive reply can be tagged and, when
you feel one of these “canned responses” are appropriate to use, all you have
to do is click and send the message! This helps to reduce the response time and
resolve customer queries faster.
Enhances customer value
and boosts sales with personalized chat greetings
 |
Fig (2): Illustrates chat greetings in
ProProfs Chat
|
Customers love being
valued. A proactive chat with personalized greetings goes a long way in saying
“you matter!”. ProProfs Chat offers an easy-to-use platform that helps you send
personalized chat greetings to your website visitors. Not only that, as shown
in fig(2), you can also reengage your customers by promoting discounts and
offers. This helps in boosting sales and creating a positive rapport with your
customers, ultimately enhancing their loyalty and trust.
Analyzes website visitor
behavior in real-time
 |
| Fig (3): Real-time website visitor monitoring in ProProfs Chat |
As important it is to
engage and offer delightful customer support to your customers, it is equally
essential to monitor their behavior on your website. This helps your operators
to step-in and offer help without them reaching out to you, thereby increasing
customer loyalty in the long run. Some customers may also spread the word of
your company's’ exceptional support, resulting in an increased customer base.
Along with this, the
real-time website visitor monitoring feature also helps you analyze where your
website can improve.
Keeps track of your
customer support team through reports and analytics
(Can use this video here)
Understanding where your customer support team lacks and is not
able to perform is essential to improve their performance. The key to providing
a delightful customer experience is constant augmentation.
With ProProfs Chat, you can keep track of your customer support
teams’ performance and understand where they need to improve. A few aspects
covered in the report include:
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Total Chats
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Rated Chats
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Average Rating
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Missed Chats
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Total Website Visitors
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Individual Operator Ratings
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Average Ticket Response Time
l Total Tickets Generated
and a lot more!
To Conclude
Live chat software is an
essential tool that every website needs. Without this software, not only will
your customers find it difficult to reach out to you, but it will also be
extremely difficult for your business to grow and flourish in the long run
ProProfs Chat is a
solution that allows you to effectively integrate the live chat feature on your
website.
Added to the ability to immediately connect and resolve your customers’ queries, ProProfs Chat is also integrated with several other features that are beneficial to both you and your customer base. Owing to the easy installation method coupled with impactful features, you can employ the live chat feature to your business almost instantaneously.
Added to the ability to immediately connect and resolve your customers’ queries, ProProfs Chat is also integrated with several other features that are beneficial to both you and your customer base. Owing to the easy installation method coupled with impactful features, you can employ the live chat feature to your business almost instantaneously.
To know more about the
service they provide and to read further about their products, you can visit
the official ProProfs website here.
