In recent years, live chat has become an increasingly popular way for businesses to offer customer service. It’s a great way to interact with customers in real time and on their schedule. The problem that comes with live chat is determining how long to keep a customer waiting. Unfortunately, the best way of determining this is through trial and error. But it doesn’t have to be that way. There are a few key metrics you can use to determine the average wait time.
Knowing your numbers is key to success in live chat, The Basics.
There are two main factors that go into determining how long a customer will wait in live chat. The first is the number of customers waiting in the queue, and the other is the average response time. First, let’s talk about the number of customers waiting in line. You can’t have a long wait time if there are no customers waiting, right? The number of customers waiting in line is determined by the following formula:
(number of concurrent chats) x (average response time) = number of customers waiting in queue. This is the same formula used to determine how many chats you should have opened at any given time.
If you have 10 customers waiting in line and your average response time is 1 minute, then you will be able to handle 10 customers at a time. So if a customer joins the queue while you are chatting with another customer, that customer will have to wait for 1 minute before they can be helped. Gauge the number of customers waiting in line by looking at the number of concurrent chats. This is the same formula used to determine how many chats you should have opened at any given time.
History and invention of live chat system
Live chat systems are a relatively recent addition to the world of technology, but they have already become an essential part of customer service. Live chat systems enable real-time communication between customers and customer service representatives, allowing for an immediate response to customers’ needs.
The first live chat system was developed in 1996 by American programmer Murray Goldberg. The software allowed webmasters to communicate directly with their visitors in real-time. Initially, it was only available on personal computer systems, but soon Goldberg adapted his software for mobile devices as well. This new technology quickly gained popularity among businesses, who saw the potential in providing instant customer support online through live chat systems.
Since then, many companies have created their own versions of this technology to suit their particular needs and requirements.
Things which should keep in Mind:
There are many advantages to using live chat, including the ability to resolve issues quickly and efficiently. However, in order to offer the best possible customer service with live chat, there are a few things businesses should keep in mind.
- It is important to have a dedicated team of customer service representatives who are available to chat with customers during business hours. This team should be properly trained in order to handle customer inquiries and complaints professionally. Live chat software can be used to monitor customer service agents, which can help ensure they are doing their job correctly.
- Businesses should invest in a good live chat software platform. These platforms allow businesses to customize their live chat tool to fit their brand and target audience. A good live chat software platform will also allow businesses to easily communicate with their customers, which makes it easy for them to answer questions and resolve issues.
- Social media is where most people spend their time on the internet, so businesses should take advantage of this by using social media to engage with their customers. If a customer is having an issue with your business, they will take to social media to express their frustration. By responding to this complaint on social media, you can resolve the issue before it turns into something bigger.
- Use review sites are made for people to leave feedback about their experiences with companies. If a customer has a problem with your business, they will post a negative review on one of these sites. By responding to these reviews, you can resolve the issue and turn a negative review into a positive one.
- Respond to complaints on Yelp According to a study by Bright Local , 79 percent of consumers trust businesses with a response on Yelp. If you respond to a complaint on Yelp, it can increase your chances of gaining a new customer.
- Respond in the comments section of articles If a journalist writes an article about your business and mentions some errors or flaws, post a response in the comment section. It can be a great way to address a concern with your business without coming off as defensive.
- Respond on Facebook, In the same vein, respond to negative comments posted on your Facebook page. Like Yelp, it will show you’re listening and willing to fix any problems people are having.
- Respond on Google If people search for your business and see negative reviews, responding to them will get you in front of a new audience.
- Make sure you respond quickly, One of the best ways to respond to all customer complaints is to do it immediately. That way, you are able to address the concern in real time. You can also respond with a phone call or email.
- Give them a coupon If someone has complained about your business, do something to make it up to them. Give them a coupon for their next purchase.
- Tell them what you will do to fix the issue If you can’t fix it right away, tell the customer what you plan to do to remedy the situation.
- Thank them for bringing the issue to your attention Thanking customers for bringing issues to your attention is a good way to build trust and loyalty. It shows them you care about their experience and want to make it better.
- Give them a discount You can give customers a discount on their next purchase.
- Ask if they would like you to resolve the issue or refund the cost Sometimes, customers will prefer one option over the other. If so, ask them what they prefer and then do it!
- Follow up with them to make sure they are satisfied Once you have resolved the issue, follow up with the customer to make sure they are satisfied.
- Send them a letter If a customer complains but then makes another purchase from you, send them a letter of apology and gratitude.
- Send them a gift card Many times customers like to be given a gift card or another type of reward.
- Follow them on social media If a customer complaint, ask if they would like you to follow them on social media or email them. This can be an effective way to show that you care about their experience and are listening.
- Keep them updated If you are working on resolving a complaint, let the customer know what steps you are taking and when they can expect to hear back.
- Thank them for helping you improve, Your customers help you grow and make your business better. Thank them for their feedback.
The Future of Live Chat
As technology continues to evolve, live chat is only going to become more popular. While some businesses may be hesitant to use live chat due to cost concerns, it is worth the investment if used correctly. Many of the most successful businesses use live chat, and that won’t change anytime soon. And as more businesses continue to utilize live chat, the technology will continue to improve. With new upgrades, live chat is becoming faster and easier to use.
Additionally, it is also becoming more robust and versatile, with many new features such as sentiment analysis and video capabilities. Live chat is a great way to improve customer relations, especially when combined with social media. Live chat can be used as an extension of your social media platforms, and it can also be used to supplement your existing social media campaigns.
For example, you can use live chat to answer questions that are posted on your social media platforms. Additionally, you can also use live chat to provide information about a product or service that is mentioned in your social media posts. You should always strive to be as responsive as possible when using live chat.