Deliver awesome service with live chat customer experience. Elevate satisfaction and engagement. Explore more.
Live chat can be an amazing tool to provide human help if used correctly. In fact, it can be even better than in-person retail help if you know how to use it right. The challenge is that some of the default functionality you have in your live chat software might not be set to maximize customer experience. However, the default settings in many live chat applications may not be optimized for the best chat customer experience.
There are a few key principles to get right with chat, and a few ways to supercharge results. At HelpFlow, we provide 24/7 live chat teams to over 100 brands and have done millions of chats that have driven over $10 million in sales. We’ve developed best practices over time and will walk you through how to provide an awesome customer experience with chat in this post.
Even if you don’t end up working with us, there will be a lot here that you can apply with your team. So let’s get into it…
In a retail off-line environment, it can be incredibly frustrating if you have a question but can’t find an employee to help. In an online e-commerce environment, the same thing happens when someone gets confused, but it’s not easy to contact somebody via phone or chat.
Make it easy for visitors to start a chat and get help, and they’ll have a better experience.
In addition to making it easy for someone to ask for help when they’re confused, you also track the behavior of visitors and invite them to chat when they clearly have a question can significantly improve the chat customer experience. This produces a “great timing!” feeling in customers when the support team reaches out.
Proactively reaching out to customers when they clearly have a question can produce a great visitor experience if you get the settings right.
In the off-line world, your support team will not be able to read the customer’s mind. But online, you can get pretty darn close and then leverage that to create an awesome experience, allowing you to enhance the chat customer experience significantly.
You should definitely be using live chat to help visitors, but using these best practices and tips will enable you to take the customer experience to a whole new level.
Here are some resources to dive deeper:
Even if you don’t end up working with us, I hope this post and the above resources will provide a lot of actionable takeaways you can use based on our experience working with so many stores.
With a HelpFlow "Smart Staff" Specialist, delegation is seamless and execution is easy. Delegate any task with a 5 minute phone call. The AI Interviewer creates a detailed Task Brief that your Specialist will use to complete the task, with the support of an AI Copilot. Marketing, sales, customer service, project management, and more - get all the help you need!
How It Works