6 worst Live chat mistakes and what are the solutions

Nowadays organizations are putting investment on the Live chat software because they are looking to hike up their website conversion. Wait; it’s not only just about working on this goal as here when you are offering live chat service then customers feel like you are the one who is going to take them out of the problems without any hurdle. 

Everyone knows the power of Live chat service which is the best example of increasing customer engagement. Well, we have some eye-opening statistics, so let’s read that out. Around 41% of the consumer prefer the live chat support over other channels, 51% of the consumer buy from the same company again if they offer live chat support, 85% is the customer satisfaction rate in live chat and 46 seconds is the average wait time for the live chat support. 79% of businesses said that offering live chat is effective for the sales and customer loyalty and the average customer satisfaction rate for live chat globally is 83.1%. 

After reading out such outstanding statistics, we are sure that the idea of buying this software strikes in your mind. Our motive to write this article is to inform you that many organizations put hands on this support software and made many mistakes and are still suffering from the loss. Your one mistake can ruin your business brand and of course, you can lose customers. Before going to plunge into the live chat pop-up, we want everyone to pay attention to the live chat mistakes that most of the users did. We don’t want you to face a similar situation. Hold your breath and read out the whole content till the end.

 List of live chat mistakes that can damage your business brand

• When a customer is waiting for too long

You have given the opportunity to your experts to handle the chat software and suppose he/she replies to the customer too late then do you know what the result is? The customer will leave your chat and try the next one and maybe the next one is your competitor. Chances are very high where customers can damage your brand in the market. 20% of the users would stop using your brand if you don’t reply to them on time. You are responsible for that, not others. 

What is the solution? You should provide this service to your customer only if you have wonderful resources to provide high-quality service otherwise try something else.

• When your staff have no knowledge about your business

In today’s time, everyone is looking to work in an advanced way, and offering the live chat service is also a great idea because you think about your business and customers who deal with you. But what about the untrained staff that you have to handle the live chat? If they sit and start the conversation with the customer and share the inaccurate information then there is a hundred percent chance of losing the customer. They will never come back to you regarding any deal of business. It’s a big mistake by your side because you have given this opportunity to untrained staff. 

What is the solution? Hire the staff with customer service skills and give the opportunity to the right people who can handle it. 

• Making the conversation process too complicated

Customers on the Live chat pop up want the solution to their problem or they want to understand something regarding your product and service that you highlighted earlier. In case if you present the “form filling” concept and later on ask questions then, unfortunately, we have to say this is the worst idea. You are making things complicated for them as they have to first share their name, location, email address, and many such things and then ask questions regarding your brand. You have an endless list which they don’t like and the result would be they will just fill half the information and get frustrated and leave. 

What is the solution? Integrate it with the CRM software is the best idea that helps you to get the information that you need.

• Business is too automated

Every business these days is surrounded by automation as this concept is brilliant for most of the business because it saves precious time and effort. Even we saw that large sectors have made the automation concept in the live chat software where in starting, they feel like it reduces the burden but later on the time will come when no customer will visit them. Why? Most of the time the customer is in need of personal response and they don’t have a hundred percent faith in the automation concept. Customers will end the conversation and it will not be difficult for them to dovetail their work with some other. 

What is the solution? Focus on producing a flexible script regarding personal interaction and it will be used by the trained or experienced staff of your business.

• When customers repeating their issues

Once the customer said he/she is facing trouble then the organization's duty is to solve it but what the mistake the organization is doing let us inform you. They don’t inform the rest of the other expert who also handles the live chat software and suppose if the customer comes again and someone else is handling the software then it will create a big issue. Customers feel like they have to inform again and again regarding their problem and this creates frustration. Customers feel like you don’t care about their problems and this is actually true. We are adding this in one of the live chat mistakes that most businesses did. 

What is the solution then? You must offer a unified real-time conversation update and also omnichannel conversation. Here everyone can see the conversation progression and then zero percent chance of any confusion. You can’t say that you are reading this problem from the same customer for the first time.

• Can’t reach on time when customers need you

You wrote that you provide 24/7 service whenever the customer wants you but that is not possible most of the time. Your schedule of work is 9 to 6 but as a global business, we are sure that you are facing the issue of not getting connected with international clients. They can message you at 2 am or 4 am and of course, you can’t reply to them at that time. Chances are very high of losing the big opportunities and no international customer will contact you for the next time because they feel like you are not available when they need you the most. 

What is the solution here? Make sure that customers access the resource area or at the FAQ where the solutions of their problems are available and they never feel like you are not doing anything for them.

Eventually, a live chat option is best where customers always see the business like a helping hand in every situation. No matter how many questions or how big a query they have, you have shared your product and services so it is up to you how you are giving them the best feasible solution. Still, organizations make mistakes and never get the ideas where they are wrong as they find themselves clueless. We have presented above the top live chat mistakes that can affect your business name. Let’s see how many bring changes now and focus more on customer needs.

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