Four Ways to Boost the Performance of Your Chat Operators

Technologies, equipment and strategies cannot do any favor to your business until you do not have a perfect team of service agents. Let’s talk about live chat, you must have heard and read much about the wonders it has done to online businesses but you cannot make your plans practically implemented, if you do not have a dedicated team of live chat operators.

Once you have prepared a team of live chat operators, you need to know how to increase their productivity so that they can make your live chat software work for your online business. Here are four ways through which you can keep up the good performance of your live chat agents.

Conduct Regular Evaluation

You need to keep a constant check on the overall performance of your chat operators that includes punctuality, dedication towards work and productivity they have made for your business. It would be a surprising fact to reveal that live chat software itself can help you evaluate your chat operators’ performance. For this, all that you need is to check the saved chat histories, through which you can easily get to know how far a particular chat operator follows a chat transcript, how much conversion he brings to your online business during one month.

Appraise the Good Work

Another effective way to keep up the good performance of your chat operators is to praise their work. Encouraging and acknowledging good work increases your operators’ dedication and they can give you more productive performance in the future.

Empower Them

Empowering your chat operators is like you are giving them the right to own your company. This makes your live chat operators think like an owner who always thinks for the betterment of his company. Moreover, empowering your live chat agents also encourages them to think out of the box. This way, they can give new and innovative ideas that can result delivering a distinguishing customer experience.

Reward

Rewarding your chat operators is also a useful technique to encourage their good performance. Rewards can be in form of incentives and promotion along with appreciation.

Thus, by adopting the above mentioned tips, you can keep your live chat operators enthusiastic and devoted so that they can give a real meaning to your online support.

Characteristics of Good Live Chat Software

The online business world is rapidly increasing and all of this is thanks to the wonderful software that is providing amazing website support. An online company is incomplete without the live support for their clients. Perhaps, this is the reason why there are thousands and thousands of software in the market to fool you. Some companies are taking advantage of this situation but you must always be on your guard. Here are the things that should be considered when you are buying chat software.

Live chat software should have an ample amount of experience. The software must have at least six to eight years of experience of serving the online businesses. There are even some gem like software that has ten to eleven years of experience so you need to consider them before you choose any second rate company.

The software must always have real time controlling and monitoring features. The live support chat software must keep history of client activity. It should keep record of where the client went, which products he looked at, which products made it to cart and which got abandoned. These little things matter a lot. You can use this kind of history and learn the pattern, which the clients follow. Soon, you will be able to anticipate the moves and you will be able to make a strategy that will benefit your company.

The software must also have the customization feature. You cannot just put the chat button on every webpage. The chat button must be harmonized and blended with the rest of the website design so that it sticks out but still be a part of the webpage.

The software must also support different languages. At least it should support the few basic languages like English, Italian, German, French, and Arabic etc.

The software company should have twenty-four hour support and must be available all the time. They should be available over the email, telephone and live chat, so that you can reach them according to the intensity of the problem.

Live Chat Software – A Useful Analytical Tool

Why it is important for the retailers to be aware of what is going on their e-commerce websites and which kind of visitors are they receiving? Keeping all this information is important because it provides vendors an insight on making necessary improvements in their websites as well as in their online customer service. Doing this, the e-business merchants can even increase their sales, improve customer service, enhance online marketing performance and watch their business progress?

What could be the right and effective way through which a retailer could get the accurate results in gathering all information about his/her website visitors and online services? Live chat software has proved to be a useful analytical tool in this regard. Implementing this web-based chat application on their websites, the retailers get instant, accurate and useful information about their visitors.

See how this online customer service tool helps you gather important facts about your visitors and your website.

Web-Traffic Monitoring: The real time monitoring feature of online support software lets the entrepreneurs to monitor the daily and monthly traffic on their websites. This includes the page views and unique hits (unique visitor IP). Moreover, it allows the retailers to know about the geographical location of their visitors, browser type and even the operating system. By gathering all this information, a retailer can know what he is lacking and where to make improvements.

Identify Visitors:  When a visitor navigates through your website for the second, third or more time or when he visits a specific page on your website, you can immediately identify him.

Keyword Search: Another way through which you can identify a specific visitor on your e-commerce website is by matching his/her search keyword with the one in your pre-set list.

Chat Histories:  Online chat enables retailers to save chat histories. Reviewing this saved data, the vendors can carry out analysis about chat time, response time, operators’ log in date and much more.

Gathering all this useful and minute information about their online customers through live chat support software, the retailers can monitor where they stand in the market and what could they do to go a step ahead.