#3: Collect Information Upfront
Make it easy for employees to provide a more personalized experience to your customers by collecting a little information upfront. Use a short web form to collect information. This information can be used to route incoming conversations to the best queue or employee. Not only that, this extra information will help your employees identify the customer and the nature of their inquiry immediately instead of having to spend valuable time asking for it. Knowing full name, account number, topic category, or order number will help your team know who they are talking to and allow them to get a jump on helping the customer faster.
#4: Personalize The Experience With Images And Emojis
Today’s connected consumers gravitate to modern chat platforms that allow them to send hi-res images, videos, gifs, and emojis. These are the elements that make live chat conversations more personal, expressive, and fun.
Quiq allows your team to share images, videos, gifs, and to enable approved emojis so that messaging conversations always stay on brand. Customers and agents can use all of these visual elements within chat conversations to provide better context and to more effectively resolve inquiries.
#5: Always Be Ready To Respond
Customers want answers fast and at their pace. That’s one of the reasons they’re avoiding the phone and having to be tied to it. With live chat, customers can send messages in at their pace, whether they do so in 3 minutes or 3 hours. Companies can set service level agreements (SLA’s) so that everyone understands what an acceptable response time is for customers when they do reach out.
Quiq helps employees meet those SLAs with our Adaptive Response Timer (ART). This feature not only provides visual cues to notify employees when a conversation needs attention but it also automatically prioritizes multiple conversations based on how slow or fast the customer is responding to messages. This is critical because chat agents tend to handle 5 or more conversations at one time. Staying on top of the right ones is easy with Quiq.
#6: Never Get Disconnected
Your customers are busy and at times, may need to step away from a chat conversation. Sometimes, it’s only for a few minutes while they check another tab on their desktop. At other times, it may be a lot longer. When customers don’t respond after a certain time limit, most chat platforms will “time out” of chat sessions requiring the customer to initiate a new chat session and start their entire process from the beginning.
Unlike many traditional chat tools, Quiq’s chat platform is asynchronous, which means conversations never end and never have to be restarted. This avoids customer frustration of having to restart a chat conversation and agent uncertainty when a customer goes dark. Customers can return to the chat conversation whenever it is convenient for them. This conversational continuity gives your agents and your customers peace of mind.
#7: Present The Chat Conversation History
Sure, some customers may only need to contact you once, but there are some who need to reach you on a more frequent basis. It’s important that a record is kept of all the past chat interactions you’ve had with a customer. This conversation history serves as an excellent reference point and helps agents or employees know what kind of issues the customer may have encountered previously and the guidance they were given.
Quiq presents the entire chat conversation history to the agent, along with the most recent inquiry. Let’s say a customer starts a conversation with one agent, walks away during the conversation and comes back while that first agent is on break, the newly assigned agent will have the same latest interaction, as well as past interaction history, presented.
#8: Provide A Seamless Experience
From time to time, one of your employees may not know how to answer a specific question from the customer. So, they will need to transfer the customer to another team member. When this happens, you need to guarantee that the customer doesn’t have to explain her question or problem all over again. The new team member should have access to the previous conversation and simply continue the conversation.
Quiq’s transfer and collaboration features allow employees to ask for help behind the scenes from peers or managers. Customers can be easily transferred to other team members with or without them even knowing. Anyone invited to help with the conversation can see the entire history of the conversation and any additional information available on the customer. These features create a seamless experience for your customers while optimizing efficiency.