Numerous statistics have proven that live chat is becoming a necessity for client-business interaction.
For instance, a recent study posted in Professionaljeweller.com found that 29 percent of young customers (aged 18 to 34) would rather contact businesses through a website live chat solution (26%) or texting apps (3%) during product search and inquiry than through solutions like email or phone calls.
The Shift to Live chat and Text Messaging Apps
The research went further to allege that acceptance rates of live chat and texting apps are high and increasing among millennials that these well-liked interaction platforms may dominate the future of business-customer relations in future ecommerce.
And why not if usage of text messaging apps is becoming a favorite? In the same study, an entire 26 percent of the respondents said they are okay interacting with brands through texting apps like WhatsApp, Facebook’s Messenger or website live chat solutions.
Such statistics are published and publicized to help small business make data-driven decisions when it comes to choosing customer service tools. So if they send fear down your spine then it means you have some changes to make on your website so that you can reach a larger customer base and remain competitive.
But knowing what customers want is the sizzle not the steak, how you implement a website live chat solution will determine whether it improves customer experience or worsens the situation. That’s why every new technique and technology comes with a set of best practices.
For instance, one can add live chat in two ways; you can either add an embedded or fixed chat window or one that pops up or appears as a customer is browsing.
But which of these two is a better solution for your site?
Embedded or Pop-up Chat box?
Here are the differences between these two chat boxes to help you make an informed choice.
1. Embedded chat window
An embedded or fixed chat box opens on one corner of the screen and does not hinder a client from browsing your site. The best fixed chat boxes should not use up much traffic or interfere with your website’s user-friendliness.
A website browser can minimize an embedded chat box, go on with browsing and still receive chat notifications.
These chat boxes are mobile-friendly and can be effective if used in the mobile version of your website.
2. Pop-up chat box
The pop-up chat box appears in a new window as the customer browses.
Every time a shopper wants to initiate a conversation with an agent, they must switch to the window with the chat box.
If used in mobile versions of a website, the chat box literally launches in a new tab which can interfere with website user-friendliness.
This kind of chat box may be ideal other uses like an email chat solution than a website live chat solution.
3. The Verdict
In essence, the type of chat box you choose for your website depends on your needs and your customers favorites.
But you can always modify both chat boxes to appear as part of your ecommerce store.
4. Add Pre-Conversation Form
This form should present a list of useful questions to a shopper when they open your chat feature.
Collect important data such as;
- Refer to… (department)
This pre-convo form can also act as a way to capture info from leads and knowing the right agent to handle customer concerns.
For repeat customers, always ensure the “name & email’ parts appear automatically so that customers don’t have to type their names every time they visit.
After implementing website live chat solution, add a short survey at the end of the chat so that users can rate your chat feature.
Collecting feedback is important in quality improvement and eliminating practices that are compromising customer-business relations.
Allow customers to rate your live chat experience and your agents so that you make the necessary adjustments to improve satisfaction rates.