Pain Points of Live Chat and How to Solve Them

By Amanda Roosa

metsi / Pixabay

Ping! Beep! Bzzt! A swell of notifications floods your chat lines and you’re faced with a countdown to respond. Similar to Diner Dash where the waitress, Flo, must serve all her customers in a timely and personal manner, your customer support agents must scramble to do the same.

Live chat can be stressful. You have to be responsive, proactive, and fully engaged. There’s a lot of ownership and accountability involved, and pressure to keep up with the masses in real-time. But live chat can also increase sales, reduce support costs, and increase CSAT.

Here are some common problems with live chat and how you can solve them:

1. “We turned our chat channel on and we’re overwhelmed with requests.”

Before opening the lines of communication and enabling chat, you have to strategize, strategize, strategize. Why are you turning to this channel in the first place? What do you want to accomplish with chat? With that in mind, it’s easier to make decisions that will keep you from getting overwhelmed with chats.

Let’s say you you chose chat because you wanted a more immediate and responsive channel to increase sales. To avoid getting overwhelmed with chat requests, consider the placement of your chat widget. Does chat need to be available everywhere at all times? Evernote limits chat to pages where immediacy would be most useful, like the checkout page. This way chat is being used to meet strategic goals, like increasing sales and reducing other requests that don’t meet those objectives.

If your main focus is to increase CSAT, tools like our staffing calculator, can ensure you have the resources necessary to deliver on customer expectations. Our staffing calculator can keep you from stretching your support team too thin and can also ensure that agents have more time to personalize their chats.

2. “Chat hasn’t deflected email requests and reduced costs like we hoped.”

If chat isn’t deflecting other channel requests, try journey mapping the customer experience. How do users navigate your web experience to gain support? Take a look at your contact page—if your goal is to deflect email and phone requests, then these shouldn’t be the most prominent channels listed.

According to Disney lore, Walt Disney wanted to make sure every part of the park experience was nothing less than spectacular, including the convenient placement of garbage cans. Disney calculated how many steps people took before they needed a trash can. If you ever go to a Disney park, keep an eye out for the trash cans. They’re all within thirty steps of each other—the amount of time it took Walt Disney to eat a hotdog and need a trash can handy. When planning his parks, Walt Disney truly thought of everything. The same should be done for planning your website. An experience is an experience is an experience, and it’s important to place your chat “trash cans” where it makes the most sense for your business Go to the full article.

Source:: Business 2 Community

Be Sociable, Share!