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Ways To Get The Most Out Of Canned Messages In Live Chat

Canned messages are pre-defined answers to frequently asked questions from clients. Many companies see canned messages as an approach to propel customer service efficiency because customer representatives don’t have to type long custom messages for example step by step instructions. That is specifically true under live chat scenario where an agent is probably chatting with multiple customers at the same time.

However, some awful customer service experiences come exactly from these scripted messages. Things can be worse if the messages cannot tackle the customers’ issues and they feel that you are only buying time. After all, problem-solving is the priority goal of customer service.

Take all the advantages of canned messages while ditching the disadvantages. Here are some tips for you to help you out in doing the same.

Always Categorize

There are plenty of situations where canned messages are often used, such as greetings, product information, discount inquiry and technical support.

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HOW TO MOTIVATE YOUR LIVE CHAT TEAM: UPLIFTING TEAM MORALE

It doesn’t matter if you’re a student, an artist or a doctor everybody is struggling in some way and suffers from a lack of motivation at times. This “everybody” includes your live chat agents.

Sometimes, you noticed a dunk in your live chat agents’ performance and in the urge of something to help keep them going. By following the tips that we have mentioned in this blog, you will learn ways to inspire your employees and boost your team’s morale in the blink of an eye.

Express Your Agents That You Care — Knowing that someone cares about you is an elevating and often inspiring feeling. This is one great way to boost team morale. Here are a few ways that you can do this according to Forbes:

  1. Go Above and Beyond Personally to Help Them- If your agent is in need of a favor that is within your reach, lend them a hand!
  2. Don’t Act Like You’re Above Them-Share your own fears, experiences, and vulnerabilities with your employees so that they realize that they can trust you with theirs.
  3. Bac
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EFFECTIVE METHODS TO INCREASE SECURITY USING LIVE CHAT

Whether you’re a web- hosting company or an online store, in any case, you probably had to face circumstances where somebody else tries to gain access to an account they don’t possess. Exploiters use influence and social engineering to talk their way into acquiring someone else credentials. Live Chat features help in expanding the security and ensure that only authentic account owners get access to them. 

Double checking client information- When dealing with confidential account information, first thing is to check the customer’s location. This way, you can see if the inquiry is absolute or not. You can monitor the geo-location data with Live Chat for every customer that comes to your website in the visitor information section in the Live Chat

LiveChat offers CRM integration. It helps in expanding the security and other benefits from having a simple access to customer information in LiveChat.

Moreover, you can utilize pre-surveys as a surplus validation step. You can request your vi

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LOOKING FOR A CRM SYSTEM FOR YOUR BUSINESS? HERE ARE THE BEST ONES!

All the CRM software are specially designed to help businesses meet the overall goals of customer relationship management. As a matter of fact, a CRM software can work wonders for your business provided you choose the right one. Let’s have a look at the best CRM software available:

Salesforce:

The Salesforce cloud is an on-demand CRM suite that offers applications for small, midsize and enterprise organisations, with a focus on sales and support. This CRM software comes with a number of capabilities including sales management, partner relationship management, customer service etc. Organisations can manage customer accounts, track sales leads, conduct and monitor marketing campaigns and provide service post-sale using this software.

Pipedrive:

Pipedrive is a sales tool that visualises one’s sales pipeline. This easy to use and intuitive CRM software helps to make sure important conversations and activities don’t get dropped. Pipedrive further helps in forecasting agreements. Moreove

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THAT’S HOW MULTI CHANNEL MARKETING BENEFITS YOUR BUSINESS

Multichannel marketing refers to the process of blending distribution and promotional channels for the purpose of marketing. Distribution channels involved in this type of marketing may range from a retail storefront to a website. An effective multichannel marketing is supported by good supply chain management systems such that the details and prices of goods on offer are consistent across the different channels. It is also supported by detailed analysis of the return on investment from each different channel, measured in terms of customer response and conversion of sales. It benefits a business in a number of ways:

Simplifies the selling process and boosts revenues:

As a matter of fact, multichannel marketing makes your brand omnipresent, updated and engaged. This further makes it easier for the customers to access it. Utilizing marketing asset management tools, it becomes easy to maintain your brand on different channels, thus, making the selling process easier. In other words, the

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TOP TIPS TO ENABLE YOUR SMALL CUSTOMER SUPPORT TEAM TO RESPOND FASTER!

With the ever-increasing customer expectations, it becomes quite difficult for the small customer support teams to live up to customer’s expectations. With all the customers’ queries and complaints flooding in through different channels, providing timely responses becomes a daunting task. However, even the smaller teams can provide the expected level of service using the following strategies:

Canned responses:

Canned Responses are predefined responses to a set of predefined queries. If you’ve got a small team to deal with all your customers, canned responses can help you a lot especially in such cases where the customer support representatives are asked the same questions over and over again. You can also consider creating email and social media templates to copy as and when required.

Notification system:

A notification system for your small team helps ensure that none of the customer queries goes unresolved. It also eliminates the need of checking email or social media constantly.

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HERE’S HOW LIVE CHAT HELPS GARNER THE BEST QUALITY LEADS FOR YOUR BUSINESS

Lead generation refers to the initiation of consumer interest or inquiry into products or services of a business. Leads can be created for purposes such as list building, e-newsletter list acquisition or for sales leads. A business may acquire leads from a number of sources such as through personal referrals, through telephone calls or advertisements and other means. Surprisingly, businesses can even leverage the live chat feature on their website for this purpose. Let’s see how that can be done:

Opting for fully equipped live chat software:

These days, you have numerous live chat software to opt from. All of them offer a variety of useful features. While choosing a live chat software for your website, you have to see if it contains the following features in addition to the vital ones:

i) metrics tracking feature

ii) transcript recording and storing feature.

These features help in lead generation and enable you to make better business decisions.

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TOP LIVE CHAT ETIQUETTE FOR AN ENHANCED CUSTOMER EXPERIENCE

Live chat etiquettes are an inevitable part of the chat service provided by the websites these days. These are certain guidelines that if followed while providing an online chat support can help enhance the customer service. Let’s have a look at the most important guidelines that need not be missed out.

Understand your audience:

You need to have a good understanding of your target audience so as to determine their requirements and pain points. Using the words that your customers use helps them understand the things more easily and enhance the customer experience.

Avoid using ellipses:

Ellipses are the three dots used at the end of a sentence while chatting. You should direct your live chat agents to avoid using these as they can appear to be dominating in a text-based conversation. Also, tell your chat agents to be to-the-point and direct while chatting with a visitor.

Provide faster responses:

According to a research, over half of all customers become irritated if they don’t tal

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LET US HELP YOU BUILD AN EMOTIONAL CONNECTION WITH YOUR CUSTOMERS

Businesses these days, very well know the power of a strong customer relationship. They are ready to go above and beyond to live up to the customers’ expectations to build an emotional connection. Connecting with your target audience on an emotional level can actually help you boost the level of customer satisfaction and hence, gain long-term customers. But how do you do that? Read on to know:

Share knowledgeable content:

As a matter of fact, content is capable of speaking to people’s emotions. Great quality content that is knowledgeable can help build a connection that affects the behavior, feelings, and understanding of your target audience. So, consider putting up content that is capable of capturing attention and maintaining interest. Moreover, it should be able to build an emotional connection and move the user to take action.

Provide personalized experience:

According to a research, for the customers, targeted advertising is not as important as a personalized experience with

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KILLER TIPS TO IMPROVE YOUR SOCIAL MEDIA CUSTOMER SUPPORT

Social media platforms do a lot more than just connecting the people around the globe. Businesses can use social media for a number of purposes like gaining wider exposure, providing customer support and more. Here are some of the best tips that can help you provide exceptional customer service using social media.

Identify appropriate social media platforms:

In order to reach out to your target audience and provide them an exceptional service, you need to be present where they are. So, the customer service teams need to meet their customers where they’re already socializing. Searching for the brand mentions on social media platforms effectively helps with it.

Provide timely responses:

As compared to other means of customer service, social media has created an expectation of 24x7x365 availability. Therefore, in order to provide an exceptional customer support, you need to respond to inquiries, reviews, and complaints in the shortest possible time interval.

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