Live Chat Settings That Effect Customer Satisfaction Rates

In order to make live chat work, you need to consider a lot of things. There are some features of live chat that have a direct impact on increasing the satisfaction rates of your customers. These are: the type of chat window, custom settings, chat transferring, and placing customer logo and canned messages.

There are many factors that contribute towards making live chat a satisfying medium for customers. Apart from providing quick services, other aspects such as your custom settings and greeting methods combine to grasp customer attention and provide convenience. Because no matter how good your operators are and quick are they with their responses, if customers are not sure about chatting with you, there is no point in providing live chat services. It has been reported that there are certain features of live chat support which have a direct impact on customer satisfaction. So, when you add live chat to website, here are some features that you need to work on:

Type of chat window

There are two types of chat windows, popup window and embedded window. The former is a kind of a window which opens up in another browser and is usually used by websites that have a heavy traffic and where a filtration of customers is required. Whereas, the embedded window is present on the webpage and opens up like the chat window of Gmail or Facebook. It is used by websites that face lesser traffic and where all kinds of customers are addressed. It is a general concept that pop up window can be annoying for the customers but it has been revealed through a study that the satisfaction rates of those websites that use popup windows is greater than those which do not. But, it has also been revealed that using embedded chat window does have a positive effect on small-scale businesses.

Custom settings

Every live chat software has its default setting. When you add live chat to website, you can either use that default chat window or you can customize the settings based on your own choice. The settings that you implement based on your market have a greater chance of providing customer satisfaction than the default settings of your software.

Canned messages

Although using canned messages all the time can lead to a robotic interaction yet it has been revealed that using canned messages for frequently asked questions provides a greater level of satisfaction. The reason for this that using canned messages you can reduce the response time and give answers that can effectively resolve customers’ issues.

Using customer logo

It was revealed in a study that websites that have their logo printed on the chat window are more likely to provide customer satisfaction than those who do not have their logos. The reason for this that by giving customer logo, you prove the credibility of your website, hence making the customers believe in you.

Chat transfer

Chat transferring has a huge impact on customer satisfaction rates. The more you transfer the customers the less satisfied they will be. Since customers demand an immediate attention on an online medium, they hate to wait and do not like being put on hold. Therefore minimal transferring will lead to greater customer satisfaction rates.

The above mentioned features of live chat have a direct effect on your customer satisfaction rates, hence after you add live chat to website you should work specifically on them.