loader image

What is LiveChat?

LiveChat is a tool that facilitates communication between a company and its customers. Live chat agents who wield that tool use it to make customers happy and satisfied.

Through one to one communication, which involves answering various inquiries and solving problems, agents should strive to please their customers.

Basics

Essential information you need to remember.

First time login

There is one very important thing to understand when you login to the application for the very first time. After typing in your user name and password, you become available for chat. From now on, you should be prepared to receive chats from customers.

This means that every time a chat goes unanswered, customers will get bad experience. This should be avoided at all costs! You can access LiveChat via the web application.

Agent statuses and staying online

When you login to the application, depending on your previous settings, you can have the Accept chats status or the Don’t accept chats one.

Through one to one communication, which involves answering various inquiries and solving problems, agents should strive to please their customers. To receive chats, you need to have the Accept chats status. If you don’t want to immediately engage customers, you can stay in the Don’t accept chats status and just monitor the traffic on site.

ACCEPT CHATS DON’T ACCEPT CHATS
Will receive chats Won’t receive new chats
Can monitor clients Previous chats can be continued
Use this status as much as possible Can monitor clients
Use this one if you are about to leave and want to finish your chats

Whenever a customer comes to your chat and you are not available, an offline message will be displayed and the client will be able to leave you a note. This can be irritating since the client needs his or her case resolved now, not in a few hours.

You should try to stay available and use the Accept chats status as much as possible. This is where our mobile applications come into play. They allow you to stay online longer, even after the working hours, by chatting from your mobile device.

If you ever notice that you are not receiving any chats, your operator status is the first thing you should check. In most cases, you will find that you’ve switched to Don’t accept chats.

Where do chats come from?

There are a couple of ways you may get a chat with a customer. The most common are greetings and chat buttons. Upon clicking them, customers will start a chat.

Another way of receiving a chat you can encounter is through a chat transfer. Agents use chat transfers to hand over their chats to other live chat agents. This can be useful when the agent doesn’t know how to answer a particular question or there is someone much better to speak to on a particular matter.

Although they can be helpful, chat transfers, if not executed properly, can lead to a bad experience too. Try not to overuse them and always make sure that the client with whom you are chatting is OK with a transfer.

Whenever you are making a chat transfer, let the client and the other agent know what you are planning to do. If you are on the receiving end of a chat transfer, let the customer know that he or she doesn’t need to explain the situation again since you have all the important information required to resolve the situation in the form of a full chat transcript.

If your live chat uses the Facebook Messenger integration, you can have a large number of customers coming from your company’s Facebook page.

You need to be prepared to handle the additional traffic and identify valuable prospects, i.e. people who intentionally found your live chat and are possible buyers.

Chats

Your tools and the way you will use them.

1: MY CHATS
A list of all customers who are chatting with you. Switch between chats by clicking on names on the list.

2: QUEUED CHATS
A list of all customers that are currently waiting in the queue. If you have some free time on your hands, pick a customer from the list to start a conversation

3: SUPERVISED CHATS
A list of customers who are chatting with your teammates. You can supervise those chats and see how other agents communicate with visitors.

4: CHAT HISTORY
Previously sent messages, both from you and your customer. Additionally, you will be able to see what the visitor is currently typing in through the message sneak-peek.

5: MESSAGE AREA
Type in your message here and send it to the customer. Your visitor will be notified that you have started replying, providing some additional reassurance that the case is being handled.

6: VISITOR DETAILS
Here you will find all the information provided by your customers. You can check their e-mail address, location, the page they are currently on and much more.

The circles change color depending on the state of the chat. If a customer is waiting for too long, the circle will go red. If a customer hasn’t responded for quite some time, it will grey out.

Something as simple as addressing someone by their first name is a good way to start a conversation and make the communication between the operator and the customer easier.

Using integrations is a good way to make your job easier. You can feed relevant information from a chat to your CRM or ticketing system with just a few clicks.

Getting the first chat

After you get yourself accustomed with the Chats section, it’s time for your first chat! There are a few things worth remembering when handling the very first customer and customers in general:

  • Be prepared, both in terms of your ability to answer as soon as the customer asks and in terms of your product knowledge
  • Stay focused and provide simple answers in order to solve your customer’s case as soon as possible
  • Don’t panic if something goes wrong. We’re human after all! If you make a mistake, simply apologize and proceed to solve the case

Improving customer satisfaction

In a live chat environment, which is heavily dependent on your relations with visitors, there are a number of things that factor into successful customer service.

Ranging from response time to transfers, live chat agents should know what kind of actions should be avoided and which are encouraged to achieve the highest customer satisfaction rates.

RESPONSE TIME
the best, and possibly the easiest, way to increase customer satisfaction is to shorten your response time. Nothing screams “bad experience” like a customer that has to wait for a few minutes for each of your answers. Avoid that at all costs! Quick response time is what every customer expects and appreciates.

CANNED RESPONSES
an easy way to convey large portions of text. They allow you to recall pre-made answers by typing in hash (#) and the shortcut for the desired response, be it short or long.

If you tend to use a particular answer often, consider adding it to your canned responses list. It may come in handy later on!

CHAT ETIQUETTE
answering correctly to an inquiry doesn’t always mean that a client will be satisfied with the answer. Every live chat agent should learn to understand customers’ position and answer accordingly.

There may be customers who are annoyed or even angry. They require, apart from the answer to their questions, assurance that their case will be taken care of. You, as an agent, are the person that will provide that kind of assurance and will do your utmost to see the case resolved.