Direct chat support is a great opportunity for businesses to make more personal relationships with customers. This allows support teams to anticipate questions and offer help when and where customers need it, help increase e-commerce sales, and reduce customer waiting times.
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It's also one of the fastest growing channels. More than four times more Zendesk customers use chat directly than they did five years ago, according to the Zendesk 2020 customer experience trend report.
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What is chat support directly?
Direct chat is a conversation customer support channel, synchronous 1: 1, which requires several forms. This can be a proactive chat window that appears when customers navigate through the eCommerce website - Think of the last time you explore the website, whether it's for software or shoes, and the chat window appears if you need help if you need help. Clicking it will connect you to a direct agent.
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Customers can also start chat directly when they need. For example, maybe you can remember your time browse your finances online and realize that you need to overcome some funny businesses in your account. The wellped button will take you to the same channel to connect 1: 1 with an agent.
Why direct chat support is better for customers
When available to them, more customers say "yes" to chat, choose it more often than they did a few years ago. Proximity of messages or direct chat has created customer expectations for quick response to email; According to the CX trend report, 28 percent of people expect replies to chat in less than five minutes.
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"This is instant communication that does not involve telephone tags," said Jon Daniels, a technical support engineer Tier 2 in Zendesk who spent many working days in the chat channel directly. He said it was also the only other high bandwidth channel - next to email support - where you really can explore the steps involved in a problem to solve it at that time and there, whether it means calculating the steps that must be Taken or by customers share links that are relevant to content from the Help Center.
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Because the option to open the chat window is often strategically placed strategically throughout the website, it can be a fast and effective way for customers to start the support interaction without navigating from whatever they do, thus preserving their experiences. Another bonus is the fact that it offers privacy before the eyes; Direct chat can be useful for personal problems such as banking or medical problems that may need to be addressed in the middle of the working day, especially because many customers are used to typing desktop messaging applications.
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Why direct chat support is better for business
There are also many business benefits to add chat directly into a mix of support. Whatever the reason for taking a leap, it must be driven by a larger business purpose. That means, at the minimum, internal agreement why companies use chat directly to start. Some business goals may include helping customer support operating companies; It's better to meet the service level agreement for customers, such as reducing the waiting time or the first reply; Solve customer problems Proactively before appearing, or reducing the pace of shopping rails left on e-commerce sites.
Regardless of the destination expected by the business to be achieved by direct chat, there is a proven investment return when it is seriously launched. A forrester report, the total economic impact of Zendesk, revealed that organizations that are able to change interactions to chat, which are generally low cost channels, see cost savings from time to time.
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Best practices direct chat
That is "why" direct chat support for customers and businesses - let's take away how about some of the best chat practices.
Optimize the user experience by considering the location of direct chat, access, and time on your website. When considered together, a company can achieve a balance between proactively with users who may need help, and the need to remain insecure so that their experience does not suffer as a result of a chat popup.
For example, will the agent support other customer service channels when they monitor chat? What is the success for individual agents?
Daniels said that when agents can chat with only a few customers at once, it can be very conducive to troubleshooting. It's not extraordinary to leave the chat window to do research - from the available internal and public content resources - and then re-armed and ready with resources to deal with this problem completely.
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Like Daniels said, even though it is arguably the most authentic 1: 1 channel, inviting people to continue, manage problems through direct chat requires the level of professionalism that is nuanced to ensure success. This can be very difficult to manage when the level of stress is high and many rise on the results, but solid training can help regulate agents for success. Daniels said he suggested more stringently and the guidelines around the applying chat if it became too emotional or personal, but the right approach would also vary from the team to the team, and the company to the company.
Live Chat Software also provides opportunities to utilize additional data layers about customers. While it varies according to the platform, Live Chat usually provides several contextual data points about customer travel, including: URLs where customers immediately before the chat begins, the customer's operating system and device, the time they spend on the site, number of visits, and the number of chat they have with companies in the past. Daniels said the previous chat transcript was very helpful, because he often reviewed them to get caught up on problems before diving with customers back.
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