[Academy] Proactive chat support

[Academy] Proactive chat support

Learn what you can do to make your livechat conversations more proactive. Most of proactive conversations end up with sales results.

The more chats the better

The more customers decide to use the chat, the more sales results you will get. Only by proactively conducting conversations your chat tool will give you sales results. The tool hanging on the website, not used by the customer, with no agent available to prepare fast responses, has no sales power… That is why it is worth to talk with as many people as possible. The consultant will help in solving the difficulties encountered on the website, dispel the doubts and also help efficiently pass through the sales processes. Appropriately configured greetings usually generate about 80% of all chat conversations, which means that we can expect almost 5 times more chat conversations on the website thanks to proactive greetings.


The increased number of chats must be properly handled so the customers do not have to wait in line until the consultant connects with them.

Taking the initiative

It is a consultant that influences the amount of profits that will be gained by using the chat tool on the website.

Try to conduct a conversation so that you will be the one asking questions. Customer needs some guidance from you in most cases so asking about his needs and suggesting solutions is more effective than passively answering next customer’s questions.

When we see that the client is writing a complicated and difficult question (the LiveChat app gives such opportunity to see sneak peek of customers message), it is worth to immediately send a question to customer so that will bring us closer to achieving the goal than waiting for the question. In our experience in 50% cases customer abandons his question and starts to answer our question.

While answering the client’s question, let’s try to take the initiative as far as possible and quickly offer call to action like meeting/ phone call proposal.

Example: Chat with developer

Customer 11:00

I'm looking for the apartment with a nice view, 50 square meters

Chat agent 11:01

Which part of the city are you interested in? Are there any other guidelines important to you?

Customer 11:02

The closer to downtown the better, beautiful view is the most important thing for me.

Chat agent 11:03

Please look at this one (link). Last floor and view at the river.

Customer 11:04

Looks really cool, what materials are used on the roof? Wouldnít it be too hot in summer?

Chat agent 11:05

Unfortunately I don't have that kind of information but I can check and come back with an answer.

Customer 11:06

Ok, what about security? Is it allowed to drive car with LPG to the garage?

Chat agent 11:07

I'm gonna find out and come back.

Customer 11:08

OK, could you also check is the rent already appointed?

Chat agent 11:10

Yes, rent is about 400$. When would you like to buy this apartment?

Customer 11:11

As fast as possible.

Chat agent 11:12

Great, apartment is already finished. Would you like to set a meeting to see it?

Customer 11:14

I would love to!

Examining customer’s needs

An experienced chat agent is able to examine the needs and expectations of the client during the conversation, and then can offer him the most appropriate and beneficial solution.

It is definitely better to ask 2-3 questions that will clarify what the client is looking for, than to send him something that he might not want.
In addition, when we know what the client is looking for, we save our time to look for the right products and the time of the customer who is waiting for accurate suggestions.

An important aspect is that the customer should never receive “just an answer” to the question. The consultant always should try to find out other needs of client, to examine his intention and finally to make use of the company’s offer. Thanks to the individual approach to each client, the sales effects of conversions increase noticeably.

Example: Chat with developer

Customer 12:12

Good Morning, I would like to know the prices of apartments

Chat agent 12:13

Do you mean specific apartments?

Customer 12:14

No

Chat agent 12:15

I understand, please tell square metrage and number of bedrooms that you are looking for.

Customer 12:17

about 50 meters and 2 bedrooms

Chat agent 12:18

Do you want kitchen to be apart or kitchen annex?

Customer 12:20

Kitchen annex

Chat agent 12:21

Fine, please give me a minute to find some

Customer 12:21

ok

Chat agent 12:22

Please look at this (link)

Chat agent 12:23

Does it reach your expectations?

Example: Clothes shop

Customer 17:54

Good morning, i’m looking for shoes

Chat agent 17:54

sneakers or casual?

Customer 17:55

sneakers

Chat agent 17:56

Are you interested in a specific colour?

Customer 17:56

No but i don’t want bright colours

Chat agent 17:57

Sure, what size are you looking for?

Customer 17:58

9

Chat agent 17:58

Do you want with shoe laces or velcro straps?

Customer 17:59

Shoe laces

Chat agent 18:00

ok, i’m looking for proper shoes

Customer 18:01

great

Chat agent 18:04

Please check these two pairs (link1) (link2) Do you like them?

Customer 18:05

Both are cool but i will take the black ones.

Proposing solutions

In the first place, you should always suggest solutions that are more beneficial for your business(example: in the store where, in addition to the return, there is a possibility of exchange products for the different type or size, when the customer asks if there is a possibility of returning, write first all about the exchange). There is a good chance that the client does not know that it is possible and thanks to this information he will decide to exchange old product for a new one. When the customer asks what happens when the product does not fit, first inform about exchange opportunity and then about return. If the question concerns exchange, do not write anything about returns.

Example: Clothes shop

Customer 14:22

I placed an order nr 1234, choosed PayPal payment but something went wrong. I want to cancel it.

Chat agent 14:23

Of course, it’s possible but you can also pay by bank transfer. Would it be satisfying solution?

Customer 14:23

Oh, great. I didn’t know that i can change it. Could you send me an account number?

Example: Clothes shop

Customer 9:02

I got my parcel today - two t-shirts but one of them is too small. Can I return it?

Chat agent 9:03

It is possible to exchange. Would you like to exchange it for a larger one?

Customer 9:03

Actually I don’t need it. That’s why i want to return.

Chat agent 9:04

You can exchange for any other product. I doesn’t have to be t-shirt 🙂

Customer 9:05

Well, I considered shorts so i can check your offer. How can i exchange this t-shirt?

Holding customers’ hand through a process

Thanks to leading continuous conversation, the consultant can accompany the client throughout the entire purchase up to the moment of placing the order. Of course, the consultant must be properly involved in the conversation so that he can keep the client in chat until he finalizes the purchase. Appropriate configuration of the chat tool allows you to keep track of all the steps performed by the client and get information whether the customer finally placed the order or not.

The above solution also works well in the case when we change the purchase process or the shipping form on the website. Then even our regular customers may feel confused and stuck at some point. In such situation, our consultant comes in to see what stage the client is exactly to help him move on.

Example: Website with courier services

Customer 10:42

I want to send parcel from UK to France. How much does it cost?

Chat agent 10:43

What’s the size and weight?

Customer 10:44

5x17x40 cm, 20 kg

Chat agent 10:44

It will cost $19,99. Can i help in placing an order?

Customer 10:45

yes

Chat agent 10:46

First you need to go on (link) and click an orange ‘order’ button, next you need to fill in the form.

Customer 10:47

ok

Chat agent 10:48

Is everything clear?

Customer 10:48

Yes, i’m already finishing.

Chat agent 10:49

Great, when every gap will be filled click on the button. On next side fill information about your package.

Customer 10:49

Do I have to describe in details what’s in my package?

Chat agent 10:50

You can type for example ‘personal stuff”

Customer 10:50

Okay, I finished.

Chat agent 10:51

You should get an automatic confirmation on your email. Please check your inbox.

Customer 10:52

Client- I got it, thanks for your help!

Example: Shop

Customer 13:19

I’m considering buying a T-shirt. How’s quality?

Chat agent 13:19

This T-shirt are made of the best materials, additionally with 24 months warranty.

Customer 13:20

Ok, Can I place an order through the chat?

Chat agent 13:21

Unfortunately no, but I can help you get through the purchase process.

Customer 13:21

ok

Chat agent 13:22

Please pick your size and colour then click ‘add to basket’

Customer 13:23

Done

Chat agent 13:24

Please move to basket (link) and then click proceed to checkout

Customer 13:24

Okay, I’m completing the form

Chat agent 13:25

Have you completed yet?

Customer 13:26

Please give me a minute, something's not right

Chat agent 13:27

Tell me where you stuck?

Customer 13:28

I have a problem with postcode, it shows that it is invalid.

Chat agent 13:29

Do you enter with space?

Customer 13:30

yes

Chat agent 13:30

Please enter without space

Customer 13:31

Great, it helped 🙂

Chat agent 13:32

After filling everything click on yellow button ‘next’.

Customer 13:32

Done, I got the confirmation by email.

Do not let the silence into the conversation

Whenever there are or not next incoming messages from the customer in the chat  you should “ping” the customer in a maximum of one minute from chat start, for example by sending a message “Please tell me how can I help you”. This will show the client the consultant wants to help and will be happy to answer his questions. We also minimize the risk of a situation in which the client builds the belief that there is no one on the other side, and the chat window is useless.

One of the subsequent mistakes of chat staff is “disappearing” after customer’s question. There should not be such incidents where the client asks a question and there is no message from the consultant for a long time.

If we know that it may take a while to reply, always write to the client: “I need a moment, please wait” and try to come back with a response within 3 minutes. If after three minutes we are not able to answer him yet,write “Please,one more minute, I’m verifying it for you”. Such behavior will give the Customer the assurance that he will get a response from the Consultant, but he must wait a while.

It is best to accept the principle that after customer’s question, there should be no silence in the conversation for more than a minute. Therefore, you should write, for example, “The answer is as follows:” so that the client knows that he will receive an answer immediately, and the consultant is in the process of writing it, or “Please, be patient” so that he must wait a little longer.

Silence should not take place after explaining something to the client or getting answers from him. The consultant in such a situation should take the initiative himself and try to continue the conversation – help in other matters or get assurance that the topics have been exhausted and then elegantly say goodbye to the client and invite to contact in the future.

Example

Customer 16:02

Good morning, i would like to know when Large size of this shirt will be available

Chat agent 16:03

Sure, please be patient, I’m checking.

Customer 16:04

Great, i’m waiting

Chat agent 16:05

One more minute please, I’m working on it.

Chat agent 16:06

Thank you for waiting. This size should be on wednesday in our store.

Example 2

Customer 15:52

Good Morning

Chat agent 15:53

Good morning! How Can I help you?

Chat agent 15:56

I see that you’re writing a message, I’m waiting for information about how can I help

Customer 15:57

I’m sorry, I left computer for a while, i’m writing right now.

Chat agent 15:58

It’s okay, take your time and send when you’re ready:)

Example 3

Customer 19:33

Ok, thanks for the talk and information

Chat agent 19:34

Is there anything else I can help you with?

Chat agent 19:35

Remaining at your’s disposal

Customer 19:36

Thanks, I know everything I need. Bye!