How live chat software will transform your customers’ journey this Groundhog Day

For many, the words ‘Groundhog Day’ conjure comical images of Bill Murray trapped in a time loop, learning to change the world by improving himself. More traditionally, Groundhog Day is a day to embrace change and transformation.

So what has that got to do with the customer journey? Well, sadly, you don’t get to retry a customer’s journey over and over again until it’s perfect. Brands aren’t granted endless opportunity to repeat and refine a prospect’s experience with their website. If you had the chance, would you handle a customer’s journey differently?

Groundhog Day is the perfect time to start making those changes. Here’s how, and why, implementing live chat software can transform your customers’ journey this Groundhog Day.

 

Watch that first step, it’s a doozie

A bird in the hand is worth two in the bush. Or, to paraphrase Brett Welch, a customer on your site is worth 1000 browsing the web. By improving your customers’ journey, you optimise the return on this value.

Transform the customers' journey from the very start by becoming reachable from every page of your site. Placing a live chat button throughout your website demonstrates that you are open to interaction, creating a dual sense of approachability and accessibility that encourages customer contact.

Having that colourful, eye-catching button inviting chat is perfect for any new prospects landing on your pages. You aren’t imposing on their journey, but you’re making it clear that you are there and ready to help if needed. They’re just a click away from interacting with a human at any time.

 

In practice:

 

• Without live chat software

The customer visits your website looking for contact information as they have a problem. They’re directed off your site and into their email inbox, where they spend the next week waiting to hear from you.

 

 If you had the chance, would you handle that customer’s journey differently?

 

• With live chat software

The customer visits your website looking for contact information as they have a problem. They spot the live chat option and click to begin a session. A team member is instantly available and helps them resolve the issue in real-time.

 

Proactive customer service

Great customer service isn’t all about problem-solving. It’s also about being proactive and taking pre-emptive action. Live chat software can help transform your customer’s journey from this angle, too.

So, for example, you can use live chat to step in when you see that a website visitor may need assistance, or to strike up a conversation with a highly engaged prospect. Let’s say a visitor has been browsing your site for a while and is now deep into their fifth page. Or perhaps a visitor has entered your FAQ section or help files.

This is the time to step in and send the visitor a proactive chat invitation. By waiting until the customer has shown interest in your site and products, the chat invitation comes at the best possible time, and assists their journey rather than intruding on it.

 

In practice:
• Without live chat software

When looking for an answer to a problem, the customer is forced to scroll through FAQs. After much searching and time wasted, they still can’t find the answer to their exact problem. They leave, frustrated, either pushed to a different channel or to a competitor.

 

If you had the chance, would you handle that customer’s journey differently?

 

• With live chat software

The customer cannot find the answer they’re looking for in the FAQs, or they don’t understand it. A proactive chat invitation surfaces, asking the visitor if they need assistance. The visitor accepts the chat, and their question is answered. They leave happy with the ease of service.

 

It’s all in the details

Live chat software enables attention to detail. It is designed to give quality service at speed, and can help transform your customers’ journey, even in the trickiest of situations.

Looking beyond FAQ and basic support, a customer may be using live chat to address a complex query. In this instance, live chat software helps connect the customer to the right person right away, using smart skills-based routing.

If a team member does need help to resolve a problem, they can share the chat with a supervisor. The supervisor can then ‘whisper’ responses and information to assist. Or, if the customer needs to be transferred, the content of the chat is easily passed over. The customer is never forced to repeat themselves to each new team member involved in the chat.

 

In practice:
• Without live chat software

The customer has been through a long phone tree and has reached the wrong department. After explaining their problem a few more times, they finally get through to the right person and must explain their problem again. They feel frustrated with the slow service.

 

 If you had the chance, would you handle that customer’s journey differently?

 

• With live chat software

The customer spends 20 seconds filling in a pre-chat survey form, that is used to connect them to the relevant team right away. The agent needs help to resolve the issue, and a manager steps in to send discreet, live support. The customer gets a prompt, seamless experience, and is happy with your service.

 

Tricky communication

What if a query is tricky because of communication barriers, rather than complexity? You might have a simple customer issue, but a language barrier will prevent you from solving it quickly and effectively.

This, again, is where live chat software becomes invaluable. A chat channel can transform your customers’ journey by removing language barriers. Over the telephone or via email, you’re not always guaranteed to be chatting in the same language as your customer – which can result in miscommunication and misunderstanding. In turn, this can goad an indifferent customer into an irate customer.

Live chat software removes those difficulties. As well as being perfect for handling angry or upset customers in a private space, it can also solve the communication problem with real-time chat translation.

 

In practice:
• Without live chat software

An angry foreign customer has an issue and they are struggling to explain in their second language, but your team doesn’t speak their first language. When your team cannot understand or help, the angry customer publicly complains about your service on social media, hurting your reputation.

 

If you had the chance, would you handle that customer’s journey differently?

 

• With live chat software

An angry foreign customer has an issue and starts a chat. They can easily explain the problem in their own language as the software translates for them. The problem is fixed, and the angry customer has been dealt with discreetly. They later post praise on social media for the great service.

 

 

Transform your customers' journey

It may be Groundhog Day, but you haven’t got the chance to keep repeating a customer’s journey until they love your brand. What you can do, however, is kickstart positive change. This Groundhog Day, why not transform your customers’ journey with a free trial of live chat software?

 

Useful links

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[ Infographic ] Sliding doors: your customer's journey

[ Infographic ] Live chat: a customer journey flowchart