How to Use Live Chat Software to Provide Customer Service

Live chat software can be used by companies with an online presence to provide customer service over the Internet. Used primarily by large corporations, live chat software requires the implementation of a series of processes and registrations in order to allow for direct communication in real time. Because the software provides a number of services and is relatively inexpensive, it is becoming more and more common with companies looking to save money while still providing good customer service.

Difficulty: Moderately Easy

Instructions

1. Look for a customer service live chat software that matches your company's requirements and your comfort level with technology. Some of them don't require any downloading and can be operated completely through the Internet, while others need professional installation before they can be run.

2. Choose between voice-only or typing-only live chat software. This allows you to control the level of financial commitment (voice chat is usually more expensive), the level of intimacy (customers may feel more comfortable talking than typing) and how much involvement you want from employees (typing software allows one employee to handle more than one call at once if necessary).

3. Use live chat software to provide customer service if you need to run a 24-hour hotline but want to reduce costs. While keeping employees on the phone 24/7 can turn out to be extremely expensive, it's easier for workers to provide typing customer service from anywhere, even their own homes.

4. Use live chat software as a sales tool if you are launching a company and want to provide one-on-one support. Some software systems allow you to initiate conversations and offer help as soon as a customer logs on to your website.

5. Use live chat software to monitor customer satisfaction. Since you are dealing directly with the customer, you can ask a few questions regarding how the person felt, how appropriate the treatment was and when and how the company can improve its services and customer service.

Tips & Warnings

• Don't forget that live chat software is meant to replace phone conversations, not email. Once you engage in a dialogue with a customer, you are usually expected to stay engaged until the issue is resolved or at least until you can promise you will look into it further.
• Live chat software can also help you track website traffic and monitor what visitors are doing at your website and which pages get the most hits. It can also help you understand customers' tastes and preferences, so you can modify your website to attract more business later on.

Who Can Help Sponsored

• Fax without a fax machine! Over 11 million people use eFax® to fax online. Get your free trial today
• Onebox® - Virtual Phone System for Small/Medium Businesses. Service includes Toll Free, Local Number, Call Forwarding, Voicemail, Online Fax & more. Free Trial!