Live Chat: Is it Effective for Online Customer Service?

Posted on April 7, 2023November 15, 2024 The Quiq Team

Implementing new technology in any department can be scary—but it’s even scarier when it’s customer-facing. We’re sure you’ve heard of live web chat, and even used it in your personal life, but you’re hesitant to launch it in your customer service team.

Will your customers want to use it? What will your customer service agents think? Is web chat (also known as live chat) even effective?

With a sluggish economy on the horizon for the foreseeable future, you can’t afford to implement new technology without doing your due diligence and putting in the research. Should you implement web chat?

Let’s dive in.

What is live web chat?

Web chat, aka live chat, is a two-way, text-based conversation that happens on your website. A chat box typically lives on the bottom right corner of your site. It pops up when the chat is active but can be minimized when not in use.

The best part? The conversation follows your customer as they navigate across different pages of your website.

While it’s often called live chat, the name is a big misnomer. A major benefit of live chat is its immediacy, but it doesn’t always have to happen in real-time. With the right conversational platform, you can have asynchronous conversations with your customers as they come and go from your site.

What’s an asynchronous conversation? It’s a conversation where both parties don’t have to be present at the same time. It’s also typically characterized by not having a specific beginning or end. So instead of a customer coming to you with a specific problem, getting their answer, and leaving the conversation, asynchronous conversations are much more fluid. Customers can ask a question as they’re perusing your site, get distracted by daily life, and come back with their questions answered.

What the statistics say.

The numbers speak for themselves when it comes to the effectiveness of web chat. According to Shopify, 41% of consumers want live chat while shopping online, and Salesforce reports 42% prefer it. While those numbers are impressive by themselves, they don’t tell the full story.

When it comes to customer satisfaction, live chat beats out almost every other form of customer service communication. Phone calls (talk) are the only medium that customers report having higher satisfaction ratings.

While it seems unusual at first blush, it makes sense when you consider response time and first-resolution time—two things that customers often rank as high on their list of important customer service factors.

Source: Zendesk

Better customer satisfaction ultimately turns into higher customer conversion rates and more positive reviews, which is often a large contributing factor to business success over time.

It is easy to understand why live chat increases customer satisfaction rates when your customers know they can get the convenience of service at their fingertips rather than waiting on hold or sending an email and waiting for a response. The immediacy of live chat is the more modern way customers get answers and complete transactions.

What are the benefits of using live chat?

Customer service effectiveness can be measured by changes in consumer satisfaction and conversion rates. Live chat is a boon to both customers and agents because it offers both sides a more frictionless way to engage. Take a look at some of the benefits.

Provide immediate, intuitive service.

Just because a conversation has the opportunity to be asynchronous doesn’t mean you should make your customers wait. According to Salesforce’s State of the Connected Customer report, 83% of customers expect to interact with someone immediately when contacting a business. Design your asynchronous live chat strategy around flexibility for your customers, not more time for your agents to respond.

Create customer-centric experiences.

As e-commerce replaces more traditional in-person shopping experiences, customers want more convenient and personalized service. According to Zendesk, 71% of customers demand natural, conversational experiences. Live chat is the perfect medium to deliver that.

The chat feature is naturally more conversational than email and other cumbersome communication methods. Live chat also won’t interrupt their shopping experience—something 66% of customers prefer.

Boost your bottom line.

Did you know that 78% of surveyed shoppers have abandoned their carts at least once? Web chat can help prevent cart abandonment by making it easy to ask quick questions and enabling sales and service agents to interact proactively with customers. Helping customers when they’re actively engaged on your site helps reduce the likelihood of them bouncing to another page.

Increase brand loyalty.

Businesses ready to answer their customer’s questions quickly and in a friendly way begin to create a lasting bond built on trust and respect. Live chat is an open door to consumers who want to engage with your brand. Brands that make themselves available more often to their customers will reap the rewards of customers who feel that their time and attention are valued by your brand, earning their repeat business and referrals.

How do you make live chat more effective?

Live chat is effective—and even more so when paired with Quiq’s AI conversational platform. But like any tool, your success depends on how well you use it. Here are a few strategies to improve your live chat experience.

Have conversations with context.

Context is a vital piece of the puzzle when interacting with customers online. In fact, 70% of customers expect anyone they interact with to know their shopping history.

Quiq’s conversational AI platform helps conversations follow the user no matter which channels they use. It also ensures that every customer service agent has the customer’s history through integrations with ERPs and CRMs.

Pair chatbots with live chat.

Companies that enable chatbots, as well as human agents, as part of their live web chat strategy are able to manage an even higher number of customer inquiries. Companies like Brinks Home Security have enabled multiple purpose-built chatbots that route customers to the most appropriate queue or agent, automate the referral process, and even boost conversions of promotional offers.

A dazzling example of live chat in action.

Quiq customer and diamond dealer Blue Nile knew their online shopping experience needed to be top-tier for such a luxury product. When customers interacted with their diamond experts, they converted at a rate 15x higher than when they visited the website alone. So Blue Nile knew they needed to create the best live chat experience possible.

With help from Quiq, they designed a chatbot to send customers to the appropriate person for their needs. If they had a post-purchase question, they went to customer service. But if they had a product question, they went directly to a Blue Nile Diamond Expert. This increased their sales interactions by 70%.

70% growth in sales interactions and 35% increase in successful sales transactions using Quiq web chat and chatbot.

Launch your live chat strategy with Quiq

No matter what industry you work in, live chat can have a major influence on your business’s success. Get in touch with us today to learn more about how Quiq can help enhance your customer service experience.

Is Live Chat Right For Your Website? Use These Questions to Find Out…

Posted on September 2, 2022November 15, 2024 Max Fortis

It began with corporate businesses. Small chat boxes started appearing in the lower right corner of their websites with friendly phrases like “Welcome!” and “What can we do to help?”

Implementing live chat used to be costly and time-consuming—something only large organizations had the capacity to handle. Now, it’s much more accessible to businesses of all sizes.

As more and more businesses adopt live chat (also known as web chat), it’s become an integral part of customer communication strategies, and customers expect easy one-to-one service from nearly every business they interact with.

In 2020, 42% of US online adults said that it was important for retailers to offer live online chat on their websites, up from 27% in 2019, according to Forrester Research. And that number is only growing.

But if you’re asking yourself, “Is live chat right for my website,” we’ve put together some questions to help you decide.

Which platforms do my customers prefer?

Let’s start with determining if live chat is the best way to reach your customers.

Live chat is a great opportunity for fast, efficient one-to-one communication, but it may not be right for everyone. Ask yourself these questions to help identify if live chat is the way to go.

How old are my customers?

Live chat users typically fall along generational lines. In 2020, 20% of surveyed Millennials and Gen Zers used web chat for the first time, according to Zendesk. At the same time, 14% of Gen Xers and only 10% of Baby Boomers/Silents did.

While live chat has the potential to serve customers of all generations, yours might be more comfortable with traditional methods like voice and email.

How tech-savvy are my customers?

Do your customers need help finding your website? Determine if choosing live chat make sense for the amount of traffic you have, and how your customers typically connect with your business.

Do our competitors offer live chat?

Why is live chat necessary for your business? Because your customers expect it. Especially if you’re competitors have beat you to the punch.

Live chat can be a competitive advantage for your business—which means it can be a disadvantage if your competitors have it when you don’t. Take a look at the competition to their live chat experience, and determine if not having it is hurting your business.

If your competitors haven’t jumped on the live chat train, consider what it would mean to be an early adopter.

Which customer touchpoints will benefit from live chat?

Before you throw a chatbox up on your website, consider how you can use it to strategically serve your customers. There are three distinct points in the customer journey where live chat can make a difference.

What kind of support will we offer prospects?

We’d say this is probably the most frequently thought of use case for live chat. It’s your standard pop-up that welcomes you to a website and asks if you have any questions upfront.

For prospects, you’re serving them in the early stages of their engagement (answering basic FAQs, helping them navigate the website, etc.). However, there’s also ample opportunity to influence purchasing decisions. Think about how you typically engage with prospects early on and how that can translate into live chat.

What kind of support will we offer during purchase?

Immediately before and during purchases is where live chat has the most direct impact on revenue. Being available for quick questions on the product page, pricing page, and even at checkout can help a buyer make the decision to buy.

Plus, customers recognize the value. According to Forrester, 44% of online consumers say that having questions answered by a live agent while in the middle of an online purchase is one of the most important features a website can offer.

What kind of support will we offer post-purchase?

Post-purchase customer service is often rife with simple, repetitive questions (like “Where’s my order” and “What’s the return policy?”) that can bog down your call center. Using live chat to answer these questions quickly and efficiently—or even with a chatbot—improves customer satisfaction while relieving the pressure on your call center agents.

What types of questions do customers ask the most?

You probably have a good idea of the questions you field from customers the most. Some questions and information are easily handled by customer service agents using live chat, while others may need another method of communication. Here are two questions to think about.

Are customer questions simple or complex?

Live chat is great for answering simple questions, but it can be tough to work out more complex problems over messaging. Take a look at how long it takes for your customer service agents to resolve issues and your first-rate resolution numbers. Live chat isn’t the best choice if it takes a long time to solve customer questions and often requires multiple interactions.

However, simple questions, troubleshooting, and problems that can be solved on the first contact are great opportunities for live chat to shine.

Do they contain sensitive information?

While live chat platforms are often equipped with superior security features, some customers may be more reluctant to share sensitive information over messaging. If that’s the case, find other ways live chat can serve your customers.

How will we staff live chat?

Staffing live chat isn’t like staffing your call center. While it’s possible to operate your live chat during business hours, many online customers expect 24/7 service. But there are ways to serve customers off hours without stretching your team too thin.

Ask these additional questions:

Can we hire staff dedicated to live chat support?

Before you implement live chat, determine if you’ll be hiring staff specifically for live chat or if you’ll be reallocating call center agents to work it. While there are many transferable skills, asking agents to do both calls and messaging can be overwhelming without the right training.

Will we offer 24/7 support?

One of the benefits of online shopping is 24/7 availability. Customers aren’t limited to traditional shopping hours. But this also means they’ll need support throughout all hours of the day. Unless you have a high volume of customer questions, it’s unlikely you’ll need to staff live chat around the clock. But you can do things like staggered shifts and AI support to help customers across a wider range of hours.

At the very least, program your live chat platform to offer an away message with the expected response time and other resources that might help.

Will we use chatbots?

Chatbots are a great way to serve customers at all hours of the day (they never sleep). But they can also answer simple questions, collect information, disperse surveys, and more. Determine early if you plan on using chatbots to support your live chat efforts.

What training will we provide staff for live chat?

If live chat is your first foray into business messaging—besides email—then it’s important to train your customer service agents accordingly. It’s not as simple as translating phone skills to messaging. You’ll need to provide your customer service agents with guidelines specific to live chat.

For example:

How do you greet customers?
Are emojis acceptable?
What kind of language is appropriate? (e.g., can you use casual language like “Hey” or “What’s up?” or is it more formal?)
Can agents use shorthand terms like BRB, TTYL, etc?
How will you solve conflicts over messaging?

Where should we implement live chat?

You absolutely can put live chat on every page, but should you? Too many popups can easily anger your customers. So while having a welcome message on your home page may seem like a solid strategy, take some time to figure out if it’s right for you. If you already have a privacy popup, newsletter signup, and maybe a special sale drop-down, it’s probably best to skip the live chat welcome message.

There are other pages you definitely shouldn’t ignore, like your:

Contact page
Service or sales pages
Shopping cart or pricing page

Take a look at your website traffic to see which pages make the most sense. Start with the basics, and work your way through pages with high bounce rates, lower conversions, etc.

How will you measure success?

Don’t go in blind. Take a look at your live chat goals and collect live chat metrics to ensure you’re meeting those goals.

Is customer service your top priority? Make sure you measure:

Response times
Average resolution time
Customer satisfaction

Are you looking to lower your call volume and improve efficiency? Don’t forget to track:

Ticket volume
Conversations per agent
Containment rate

Find the right mix of metrics to measure your goals and help you improve live chat as you and your team become more familiar with the medium.

Bonus: Questions to ask live chat software providers

If you’re ready to implement live chat, you’ll need to find a conversational platform to support it. Selecting the right platform for your business can be tough—there are millions of features to choose from, and it can quickly be overwhelming.

Start with these basic questions:
What live chat features do you offer?
Can I customize the chatbot solution?
What integrations are available?
What analytics can I track?
What’s your uptime?
How much does it cost?

Live chat is right for your business.

If you provide any kind of online sales (and even if you don’t), live chat is an asset to your business. You’ll be able to engage with your customers at key points in the customer journey and offer the support they’ve come to expect.

Take the time to answer these questions thoroughly, and you’ll be ready to take the next step.

How to Use Live Chat Throughout Your Customer Journey

Posted on July 22, 2022November 15, 2024 Max Fortis

How do you connect with customers throughout their purchase journey? Are you using live chat at every touchpoint?

Many businesses see live chat, also known as web chat, as just another tool for your customer support center. Leaders may see it as a necessary expense in order to connect with today’s online customers.

But live chat is so much more than that.

Let’s take a look at how you can use live chat at every stage of the customer journey.

What is customer journey mapping, anyway?

Customer journey mapping is the exercise of laying out how customers engage with your business before, during, and after they make a purchase.

Traditionally, it consists of five stages.

Awareness
Consideration
Decision/acquisition
Retention
Advocacy

In the stone age—that is, back before the age of the internet—consumers would identify a problem, see an advertisement, compare prices, walk into a store, and make a purchase. If they liked the product or the store, they would make frequent trips back and tell their friends about it.

Things are a little more complicated these days. While today’s customers follow a similar path, a few things have changed. Customers often move back and forth between each stage, with many smaller steps in between.

The biggest change is that now your website is the main hub—and it has to do a lot more of the heavy lifting. It’s where you drive all your traffic, convert customers, and impress them enough to come back. It has now become the main pillar of your customer journey.

When mapping your customer journey, your goal is to get people to your website and serve them to meet their current stage. That’s where live chat comes in.

Serve customers at every stage of their purchase journey with live chat.

Live chat typically lives on the bottom right corner of your website, and it can follow customers as they navigate across pages. Based on which pages they spend time on, you can craft unique messaging (using live agents or chatbots) to target where they are in their customer journey.

And it’s vital to meeting today’s customer expectations. According to Salesforce’s State of the Connected Customer report, 83% of customers expect to interact with someone immediately when contacting a business.

Instantaneous messaging channels like live chat satisfy that need for instant answers.

Let’s take a look at how you can incorporate live chat into your customer journey.

Be helpful during the awareness stage.

The awareness stage is all about customers realizing they have a problem and that there’s a solution out there to solve it. For retailers, this could be as simple as a customer who’s suffering in the heat, so they realize they’re ready to buy an air conditioner.

They likely don’t know what kind, their budget, or where, but they know they want one.

Maybe they searched for top air conditioners and found themselves on your website. While some businesses may see them as a lead to be captured, their not at that place yet. They are simply gathering information.

For customers in the awareness stage, live chat is best spent welcoming a customer and directing them to various resources on your website.

The best way to do that? With a chatbot.

How to loop in a chatbot: At this stage, it might not be feasible for agents to dedicate their time to answering broad questions. Leverage a chatbot to welcome newcomers to your website and direct them to informational resources—like your knowledge base, blog posts, or frequently asked questions.

Quiq’s AI chatbot helps resolve 80% of inbound inquiries, freeing up your customer service agents to spend time farther down the customer journey.

Wow them at the consideration stage.

At the consideration stage, your customers have likely narrowed down the competition but haven’t made a decision yet. Maybe they know they’re going to Hawaii but are still considering whether to go to a boutique hotel or stay at an Airbnb. Or perhaps they’ve selected an island and just need to pick between the swath of available resorts.

This is the point where you need to stand out. Customers are looking to narrow down their options. If you don’t impress them right away, you won’t make the shortlist.

Proactively engage with customers using live chat to help them navigate your website. Ask them questions to gauge their needs and direct them to the appropriate high-converting pages.

How to loop in a chatbot: When customers reach the consideration phase, they’re closing in on making a purchase. While it’s a good idea to engage live agents to help customers one-on-one and close the deal, a chatbot can help get the conversations started. Design the bot to answer simple questions and direct customers to an agent for more personalized help.

Push them over the decision hump at the acquisition stage.

You’ve made the shortlist—heck, you’re probably #1 on that list—and the customer is *this* close to making a purchase. This is when your live chat function is crucial.

Make sure your live chat is visible and engaging with users at key points in the decision-making process. For example, be available when customers get to their cart. That’s typically when they have last-minute questions, and any clicking away from that page could interrupt their momentum.

Here are a few ways you can entice buyers with live chat at the decision phase:

After answering a few product questions, suggest a product demo.
Remove friction by ensuring easy access to frequently asked questions.
Offer personalized incentives on the purchase page.
Loop sales team members into live chat conversations.

How to loop in a chatbot: Program engagement triggers that start with your chatbot. If a customer has been stalled in their cart for more than three minutes, send in a bot to answer those hesitations or offer them a well-timed discount code. If a user has bounced around between pricing tiers, send over a blog post that helps them compare. Figure out which obstacles are in your customers’ way and use automation to help get past them.

Increase retention with always-on support.

Customer retention is all about meeting expectations. Did the customer get the results they expected from your product or service? Did they have the experience they were hoping for?

Great customer service is the best way to improve customer retention—and live chat makes that happen with speed and accessibility.

Think about the last time you needed customer service. Chances are, you were in the middle of something and needed immediate help. Your customers face the same hurdles. They’re implementing your software and run into a roadblock. They have to reschedule a guided kayak tour and can’t remember the policies.

Whatever the case may be, stopping for a phone call or waiting hours (or days) for a return email stalls their momentum and complicates their customer experience. Live chat makes it easy for customers (whether they’re in the middle of making a purchase or actively using your product or service) to get quick answers. Quick answers lead to higher customer satisfaction and a better chance they’ll come back for repeat business.

How to loop in a chatbot: Always-on support isn’t realistic without the help of chatbots (unless you hire a lot of agents to cover your chat 24/7. Use a chatbot to respond to customers when your agents are out of office. At the very least, you can design conversations that collect information for agents to respond to when they’re available. You can also have bots walk customers through troubleshooting, answer simple questions, and direct them to helpful resources on your site.

Make advocates out of all your customers.

Not every customer will become an advocate for your company, but you should certainly do everything in your power to encourage it. And live chat can help you do just that.

Since live chat is…well, live…it’s a great tool to encourage in-the-moment reviews and survey responses. Make it easy for customers to leave reviews by including it right in the conversation so they never have to leave the chat.

How to loop in a chatbot: Chatbots are ideal for this task. After your live agent finishes helping the customer, hand off the conversation to a chatbot to collect feedback and encourage reviews.

Embrace live chat in the customer journey.

It’s easy to see live chat as just another support tool. It functions a lot like phone conversations in your call center—and you probably use the same people to staff it. But with the right tools and strategy in place, live chat enhances every stage of the customer journey.

Comparing Live Chat and Chatbots

Posted on June 10, 2022November 15, 2024 The Quiq Team

How often do you interact with brands online? In-person?

Brand interactions now happen online more often than they do in-person. Salesforce projected that in 2022, 61% of company interactions would be online, and only 39% would be in person. That number has been steadily increasing since 2020.

With more people spending more time in front of their screens (whether mobile or desktop), customers need a convenient place to connect with your business.

And your website is a good place to start.

Live chat (also known as web chat) is the simplest way to connect with your customers online. It usually involves a chat feature that lives on your website where customers can instantly start a real-time conversation.

So, where do chatbots come into play? We get it—with all the jargon thrown around, it can get confusing. (What happened to the days of customer service by phone or email, right?) While live chat is the method of communication, chatbots are the ones doing the communication.

Let us explain.

Say you need to contact an e-commerce company to return an ill-fitting shirt. (Too long, too tight, too orange…whatever the case may be.) Even though it’s a simple transaction, you still need to request a return label. So you go to their website, open the live chat box and type in your request.

You’ll likely get a chatbot responding to your inquiry and helping you through the process.

Chatbots, like the AI-powered ones we implement for our customers, often stand in for live agents when interacting with customers.

But it’s not as simple as implementing live chat, finding a low-fidelity bot, and putting it to work. It takes careful planning and, above all, a fierce customer-first approach to successfully implement a chatbot strategy.

Continue reading as we compare live chat to chatbots, when to use each of them (or both), and how to navigate the customer service experience.

Why live chat is a must.

Where phones used to be the easiest and fastest way for customers to reach you, live chat is quickly replacing it. Live chat is a communication channel where customers can get immediate answers to their questions.

Now, 42% of customers prefer online chat (another name for live chat in this instance) over other communication methods, according to Salesforce’s State of the Connected Customers Report.

Compared to other forms of customer service, live chat frequently performs better, with faster response times, higher CSAT scores, and quicker resolutions.

Plus, your customers are more likely to return to a website that offers live chat, according to 63% of respondents, reports SaaSworthy.

Why should you use chatbots for customer service?

Customer expectations are increasing. While at the same time, your customer service team is asked to do more with less. Something has to give. Or does it?

Chatbots build a bridge between your stellar customer service team and your customers. When comparing live chat and chatbots, don’t think of them as adversaries. Chatbots aren’t replacement tools for human interaction but merely extensions of your customer service team.

Here are just a few things chatbots can do:
Answer customer questions.
Troubleshoot common problems.
Gather customer information.
Determine the department to route customers to.
Move customers into an agent’s queue across channels.

In fact, 48% of U.S. customers believe AI should make life easier, according to Zendesk’s CX Trends Report. For people ages 25–39, that number jumps up to 80%.

How to make your chatbot stand out using live chat.

The biggest problems you’ll face when implementing a chatbot strategy for customer service are perceptions and expectations.

On one side of the spectrum, many people have high expectations for AI. Pop culture has skewed public perception, making them think AI can do nearly anything seamlessly without much work on their part.

On the other side, some people simply hear (or see) the word “bot” and dismiss it as stupid and useless. (Probably from previous bad experiences with low-end, faulty bots.)

There’s currently a long way to go before AI-powered chatbots meet customer expectations. Here are a few ways AI chatbots are failing customers—and how you can use this information to make your customer service stand out.

Accuracy is everything.

The stat: 47% of consumers report not getting accurate answers, according to Zendesk.

As an extension of your customer service team, customers need to be able to trust the information they get from your chatbot. Customers who don’t trust your chatbot quickly lose faith in your business.

While we like to think that AI is infinitely intelligent, chatbots are only as good as the information you feed them. Just like you have to spend time straining your customer service agents, you need to spend time inputting information, writing scripts, and QA-ing your chatbot.

How to fix it: Ensure your chatbots have access to all the information your customer service agents do, including product databases and customer data.

Speed still matters—even if your agents’ time isn’t at stake.

The stat: 56% of customers say it takes too long for the bot to recognize it can’t help solve their issues.

It’s like listening to the five-minute interactive voice response (IVR) menu before realizing you need to talk to a representative. Forcing customers to answer too many questions or go through too many routing menus is an easy way to frustrate them. Especially when 48% of surveyed consumers in the U.S. believe chatbots should save time when contacting a company.

How to fix it: While it’s a good practice to use chatbots to collect information before connecting with a live agent, keep them as few as possible.

Also, consider measuring chatbot performance, much like you would a live agent. Are they resolving issues quickly? Are they able to solve problems with just one interaction? That way, you can identify weak spots and continue improving.

Don’t make customers repeat themselves, ever.

The stat: 44% of customers say the most frustrating thing about working with a chatbot is when they have to start all over again with a human agent.

We know customers hate to repeat themselves. It’s one of the things they hope AI-enabled bots can prevent. According to Zendesk, 49% of surveyed consumers believe AI should keep people from having to repeat themselves.

How to fix it: When combining live chat and chatbots, make the handoff from bot to agent seamless. Use the information collected by the bots to auto-populate your conversational platform and give agents access to the conversation so they don’t miss anything.

Be transparent and give them a choice.

The stat: 44% get frustrated that they don’t have a choice between speaking with a human or a bot at the beginning of a conversation.

Think about IVR systems. They (almost) always give you an option to connect directly with a live representative, and it’s easy to tell when you’re talking to a live agent.

But it’s not as easy to identify over live chat, and customers can feel deceived when they think they’re reaching out to a person. And when they’re having a hard time explaining their issue, walking through it with a bot can just add to their frustrations.

How to fix it: Name your bot, and have them introduce itself as a robotic assistant. Include an option to connect directly with a live agent (when available) in that welcome message. While you want to encourage customers to interact with your bot in order to reduce the burden on your live agents, you don’t want to force them. Give them a choice.

Infuse bots with brand personality.

The stat: 47% of surveyed consumers believe AI should improve customer service quality.

Admittedly, you’re battling a perception when introducing chatbots into your customer experience. When customers hear “chatbot,” they immediately think of robotic, monotone voices. For web conversations, that translates to personality-less text or poor attempts to sound “human” that end up sounding… fake.

The easiest fix is to create a chatbot experience that matches your brand’s personality, whether that’s enthusiastic, fun, empathetic, or straightforward.

Our client Daily Harvest, a popular meal kit delivery service, knew they needed to create a chatbot to help alleviate their overburdened customer service team. But they wanted to ensure customers got the same excellent customer experience the brand has become known for. They partnered with Quiq to build a custom AI chatbot that not only solved common customer issues but could also interpret customers’ language and syntax, their food preferences, and more.

They ended up with Sage, Daily Harvest’s digital care guide. Besides reducing call volume by 60% (a huge win in its own right), they optimized the customer experience and improved their already extraordinarily high CSAT rate.

Make live agents and chatbots part of the same team.

With the right planning (and the right partner), chatbots and live agents can work seamlessly together to serve your customers.

According to Zendesk, only 38% of businesses use both bots and human agents for live chat. That means there’s a big opportunity for improvement.

Since 83% of customers expect to connect with someone immediately when contacting a company, according to Salesforce, you need to pool your resources to meet (or exceed) customer expectations.

Start crafting your chatbot and live chat strategy by taking these preliminary steps:

Collect customer issues by volume. What questions do you get the most?
Organize them by complexity. Are they simple “where’s my order” questions, or do they take several steps and individual problem-solving?
Identify which can be solved with bots or which needs a live agent.
Figure out how bots and humans can work together to solve problems.

Don’t think of live agents and bots as working in silos. The best tactic is to use them both together at various times in the interaction.

Use a bot to collect information and troubleshoot problems upfront. Then, tap in a live agent when the problem gets complex. You can also pull in a bot at the end of the conversation to close out transactions, ask for feedback, or talk about the next steps.

Empower your customer service team to embrace chatbot interactions, and work in tandem to deliver the best customer experience.

Leverage live chat and chatbots with Quiq.

Quiq’s AI-powered chatbots work just like your live agents. With our Conversational Platform, you can combine native Quiq customer service chatbots, bots developed in third-party frameworks, and human agents any way you like.

The question is no longer if you should choose between live chat or chatbots, but how you can use both to deliver the ultimate customer experience.

How to Choose the Best Live Chat Software for Your Business

Posted on June 11, 2019November 15, 2024 Max Fortis

A software investment of any kind takes due diligence, and purchasing live chat software should be no different. The live chat experience that you provide reflects the quality of your brand as a whole, which makes it critical to only use the best website chat software possible. When potential customers visit your website and want to get in touch with you, business messaging channels, such as live chat, are the fastest and easiest methods available.

Every live chat solution, in its simplest form, should make it possible for your company to connect with your customers while they are on your website. But that doesn’t mean every live chat solution is right for your business. In this post, we’ll take a look at how you can determine which website chat software is best for your business.

Determine Which Features are Important to You

There are some universal features you should expect when investing in any software such as:

Implementation guidance that can help you on a successful start and use of a product,
A history of reliability to avoid being plagued by downtime, and
A commitment to security, such as being SOC II compliant.

These features are just as important when purchasing live chat software. You’ll also want to consider answering questions about why you need a business messaging solution like live chat and what type of experience you want to deliver. Here are a few questions to consider:

Where do people get hung up on my website? Do they need the most help searching for products, understanding pricing, booking an appointment, or placing an order?

Some companies choose to have chat available on specific pages, while others offer chat on every page. The live chat solution you choose should be able to provide both options.

Do I want to offer a reactive chat experience and let customers reach out whenever they need help or do I want a proactive chat experience that invites customers to chat with us?

No one will know your business better than you do. There is no one-style-fits-all for live chat. Ensure that you have the option to provide proactive or reactive chat to your customers.

Do I want to customize the look of my chat?

Your live chat should be a reflection of your site and your brand, so make sure you work with a platform that allows you to customize colors, greetings and other details within the chat experience to fit the look and feel of your company.

Answering these questions are a good and basic foundation for choosing the best live chat software for your business. Let’s take a look at some of the more advanced features of live chat that you’ll want to consider.

Critical Aspects of Successful Business Messaging Software

When customers visit your site and fire up your chat feature, they’re looking for a quick response time and quality service. No one wants to send off a message to a business and wait until you get a chance to get back to them. If that was the case, they would have sent an email.

Some wait time before chatting with a human might be acceptable, but why make it the rule when it could be the exception? A modern chatbot messaging solution allows instantaneous and high-quality responses that can seamlessly greet customers, gather information, and point customers in the right direction or even hand the conversation off to a human.

The ability to start a conversation, determine the intent, and route the conversation to the appropriate person, all before a human agent accepts it, make intelligent chatbots a non-negotiable attribute for any web chat software. Chatbots can offer suggestions based on customer feedback or route your visitors to the appropriate human agent if need be.

But chatbots are only one aspect of a multitude of advanced features to consider. Chat technology has evolved and now offers features that deliver a better experience for the customer and the agent. For example, Quiq’s messaging software can tell your agents which page your visitors are on when they click to chat with you, present their entire chat history with your company, and even monitor how the conversation is going based on sentiment analysis.

Look for Rich Messaging Solutions

Nowadays, communicating online goes far beyond text-based chat alone. Short videos have become a language in and of themselves, and entire conversations can be carried out through emojis. Chat software that includes rich messaging capabilities allows you to raise the bar when it comes to business chat, and offer more fun, immersive, and interactive experiences.

With rich messaging, you can complete transactions, schedule appointments, and even send rich media to engage your customers in a deeper way. Look for a web chat software that supports rich messaging so your business messaging can stand out.

Choose Capable Analytics

Business messaging can give important insights into what’s working and what’s not when it comes to products and promotional strategies. The data you gather from your company chats can be critical to developing new strategies and adjusting business processes.

The ideal web chat software should allow you to report on conversations, queues, or agent performance – human or bot. Look for a platform that lets you export your data or even integrate it into an existing business intelligence platform.

Only Settle for Asynchronous

Customers can’t always afford to stick around until the conclusion of a chat conversation. Asynchronous messaging platforms allow conversations to pick up where they left off, so they don’t have to endure the inconvenience of a chat conversation timing out and then restarting a new conversation. Your live chat solution should deliver a frictionless experience for your customers and allow them to set the pace of the chat. Quiq Messaging provides asynchronous communication across all supported channels, so even if your customer has to step away or gets distracted from the chat conversation, they can pick up right where they left off.

And the Winner Is…

When we take into consideration all of the factors listed above, there emerges one clear winner in the chat game. Quiq offers an all-encompassing messaging solution for businesses looking to drive conversions and provide more capable customer support. We’ve only scratched the surface on what Quiq can offer here — robust analytics, asynchronous conversations that provide a frictionless experience, and solid security all fall within the scope of this powerful platform.

When you’re ready to discover the true potential of business chat for your enterprise, schedule a demo today.

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