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When customers chat with chat agents, they pick up useful information they may want to keep in their records.The problem is that most people don’t record every conversation, so this information can get lost.Action: At the conclusion of a live chat session, offer to email a copy of the transcript to your customer for their records.When customers arrive within a live chat conversation, they should be greeted professionally and with courtesy.You can use carefully worded standardized canned messages to automate parts of the conversation and augment your professional profile.Use this feature with good judgment, because too many canned messages can make your customers think they’re talking to a machine rather than a real person.
And, 62% of consumers who have used live chat said they would be more likely to purchase again from the merchant who provided the service.
Action: Identify a list of target pages where you want to increase the conversion rate, and program them to automatically raise the chat offer after a period of 30 – 60 seconds.
When customers initiate a chat session, they should be allowed to provide some preliminary information, within a pre-chat survey, that will set the direction of the chat session.
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