Not all businesses get the same results out of using a given tool or resource. Occasionally, one can blame lackluster results on the shortcomings of the tool itself, but with something as effective as live chat, it’s really a matter of knowing how to use it the right way.
Division of Labour
Many of the issues that businesses commonly experience when trying to utilize live chat are related to multitasking and division of labour. Sometimes, a company will have a system set up on their site and will allocate chat duties to their pre-existing administrative staff. The assumption behind this is that, since they already have such skilled employees working reception duties in person at the office or storefront, it seems like the perfect extension of their abilities. However, even with the best administrative or reception staff a business could ask for, it simply boils down to a matter of strength in numbers.
Knowing the Stakes
Another trap that many businesses fall into regarding live chat is the failure to consider the importance and prevalence of chat-based leads and conversions. The result is that their commitment and attention to detail in live chat falls short and they ultimately don’t see results they want. This is particularly likely to happen if your company has been around since before the days of digital marketing. You may be most accustomed with treating in-person or over-the-phone interaction with the most care and attentiveness, but it’s wise to bear in mind that live chat conversations are just as critical as these.
The Right Person for the Job
Perhaps above all else, the central cause for negative experiences in utilizing live chat is directly related to the quality of the team moderating, conducting, and moderating the chat interactions. Even when you take the advice noted above, if the team you select for your chat feature doesn’t have the expertise and passion necessary to build a great user experience, it just won’t make the cut. Businesses are getting smarter and more advanced every day, so it’s in your best interests to keep up with your competition by selecting on the best live chat team you can find!
From inbound calls to your company’s reputation, Budgies Online can help you manage the factors that really matter when it comes to turning leads into clients. Call us at (888) 809-6960 to find out how we can help you build a great experience for your audience!