Customer preferences can change dramatically over a very short time. Just look at the popularity of live chat. What once was impossible is now expected. Your customers and clients expect to reach your business within minutes by using a live chat function, whether thatâs built into your website or youâre using an app, like Facebook Messenger.Â
The problem is that this expectation is coupled with another â that someone will reply quickly. Often, your people are tied up with other responsibilities, perhaps even assisting other customers. So, how can you ensure that youâre able to reply to live chat customer service messages as fast as possible? We have four important tips to add to your customer support strategy.
Is live chat really that important to your businessâs success? Do your customers prefer it over other communication channels? Before we talk about refining your strategy, letâs discuss live chat and how it affects both your customers and your business.Â
As you can see, live chat is a critical communication channel, and your customers expect a swift response when they initiate a chat. How do you ensure that you can deliver?
Itâs hard to respond to chat messages quickly if monitoring that channel isnât a priority for your people. And you cannot expect your team to automatically know that they need to be on top of live chat messages if that has never been explicitly explained.Â
Remember that youâre responsible for setting your teamâs priorities and leading by example. Make sure that you make your expectations clear about answering chat messages. Stipulate the maximum time a chat message can wait for a response, how your team should handle multiple messages at the same time, and how they should prioritize various responsibilities. And if you are not able to respond in a timely manner, make sure you turn off live chat or have a message saying nobody is available at the moment and what hours your live chat is staffed.
Itâs unrealistic to make one person responsible for handling live chat and other forms of customer communication and then expect them to be able to answer every message when it comes through. You need a cascading system that ensures you have the redundancy necessary during times of peak demand.
Hereâs an example. Amos is usually responsible for handling customer communication by phone, email, and live chat. Ordinarily, thatâs not a problem. However, what happens when Amos has to juggle multiple customers at the same time? One of those customers isnât going to receive fast responses. Thatâs where your cascading system kicks in. When she realizes that Amos is tied up, Julie steps in to handle the customer communication that would otherwise go unanswered.Â
Letâs be honest. No amount of redundancy will ensure that every message can be answered within seconds every single time. Itâs just not possible. Too many variables affect the situation, from the number of staff members you have to the time of day when the message is sent (after hours, for instance). AI is the only solution that ensures your customers will receive an instant response to their messages 24/7.
AI has evolved immensely in a very short time. Itâs completely capable of providing immediate answers to customer chat requests, even if theyâre not in English. You can program it to answer basic questions, collect information, direct customers to where they can find further information, and so much more. AI can even have entire conversations with your customers, ensuring that your team members can focus on the task at hand without sacrificing customer satisfaction with slow chat response times.
Todayâs AI can even understand customer intent when a question might be phrased differently. By using trigger words, the AI can surface relevant information. It can even suggest handing the customer off to a live agent when the customer is ready, increasing your speed to lead dramatically.
Sometimes, AI just isnât enough. No matter how advanced it might become, some situations are simply too sensitive or complex for AI to handle. Thatâs when you need human agents who can step in seamlessly, pick up the thread of the conversation, and provide expert help and guidance to your customers while your in-house team focuses on mission-critical tasks and responsibilities.Â
By augmenting AI with human agents, you provide a smooth, positive experience for customers, whether theyâre messaging your brand for the first time or dealing with a problem. When you train the system with your businessâs data, both the AI and human agent will have access to customer history to inform responses and improve outcomes.
Live chat is an essential communication channel today. No matter your industry or niche, your customers expect it. They also expect near-instant responses, which is often impossible. Harnessing the power of AI for live chat responsiveness ensures that youâre available whenever your customers might need you. Adding live agents into the mix further enhances the value offered, as well as ensuring an optimum customer experience.Â
At Smith.ai, weâve developed our industry-leading AI over many years, ensuring that itâs the most capable option on the market. Coupled with our expert human agents, that ensures we can provide you with seamless live chat service, allowing you to build a stronger brand and drive success.
To learn more, schedule a consultation or reach out to hello@smith.ai.
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