Those valuable inputs are your doorway to expanding customer database as well as gauging your chat agent’s work performance. What’s more can you do make the most out of your live chat logs? Read more to figure out.
1. Build a FAQ page
Browse your chat logs and chance are, you’ll find many questions that have been asked time and time again. This comes from two possibilities. One is that your e-store doesn’t have a FAQ (Frequently Asked Question) section for online shoppers to have a quick look-up. Two is that your FAQ page is not good enough to cover all the common queries that may arise. Whatever the case is, collecting the issues that users mention in the chat logs will help you build and improve your FAQ page.
It, however, does not mean that you should throw everything into the FAQ page. Make a proper review for each query and organize your FAQ section smartly. It should be easy to read, easy to navigate and easy to filter according to categories.
2. Improve product manuals
You have a list of manuals covering all products over your site. It is well organized and easy to navigate. But the chat logs show that many customers still come to your chat agent for some basic product instruction, like How to use this, how to use that? Why does that work and this does not? So where is the pain point? Your product manual may not be clear enough and it’s high time you rewrite it.
Updating a product guide is not so hard. Dig deep into your chat history for some common technical issues and add the solutions to your product instruction. If the issue requires a complicated explanation/solution, don’t hesitate to write a detailed tutorial about it. Not only your customers would appreciate it but the workload of each chat agent would also be reduced.
3. Promote customer case studies
Customer showcase is the best way to show off your brand’s credibility in the industry. People need to see how your product/service is doing to other users before opting to apply for their own. If your case study list is full of success stories from satisfied customers, people are more likely to buy from you.
Collecting data for a customer showcase may be tough and take time, but sometimes all you need is to look through your chat logs. Train your chat agent to not end chat sessions with a “thank you” only, but to offer some customers a showcasing opportunity as well. By “some” I mean “happy”. You don’t want to force an unsatisfied customer into talking sweet things about your brand in their testimonials, right?
4. Enlarge customer database
Customer database is never too large to build. Don’t store your buyers’ data only. The most precious data sometimes come from those random visitors that land onto your site. The idea is that, if you get to know as much about their background, there’s a higher chance that you can turn them into your prospects, leads or even loyal fans.
Your job, as a store owner, is to dive into the chat logs and decide how to squeeze the most out of those visitors’ information in there. Meanwhile, chat agents should be trained to ask for a visitor’s name, email, phone or other demographic information while chatting. They can also set up a pre-chat survey form for people to fill in their own information beforehand. This way, chat agents are more prepared to a visitor’s specific context before getting into the chat with them.
5. Create a personalized customer experience
You don’t create customer database and go all out to enlarge it just for fun. You need those data to serve your customers better, on a more personal level.
Each person is unique and needs to be tended to in a specific way. Buck-and-blast service is all about the past. Today is the time for highly personalized experience, where your business can only bloom if you treat your customers in their own context and preference.
Scan through your live chat logs then figure out a way to exploit those customer database to add a personal touch to your service and you can never fail.
6. Measure chat agent’s performance
Chat log tells a great deal about how your support staff are handling your online visitors. It shows the chat duration, indicates how long it takes a chat agent to respond to a query, whether the solution is helpful, whether the customer is satisfied or has any complaint, whether the support rep use an appropriate tone, etc.
Monitor the chat logs regularly is a great way to evaluate your staff’s performance and decide if you should increase or decrease the workforce.
Being customer-oriented is crucial for every business. You must get to know them (their personality, their preference), satisfy their needs, ease their pain points, make them happy and secure their trust. Chat log improves your online business as it gives you perfect insights into your customer’s mind. If you want your eCommerce to thrive in 2015, try a live chat solution now to experience more of its benefits.
