As a customer, it’s incredibly annoying to have to provide a ton of context to a customer service agent before they can help you.
As a customer, it’s incredibly annoying to have to provide a ton of context to a customer service agent before they can help you. Especially if it feels scripted. That’s part of the reason why people hesitate to engage with customer service teams in the first place. The experience sucks.
But as a customer service agent, it’s tough to provide solutions if you don’t have the context of what’s going on for the customer. This makes it pretty discouraging to be a customer service agent in a poorly set up customer service operation.
The good news is if you set up a live chat correctly, your agents can get context about the customer situation automatically. It not only makes it easier for the agents, but it makes for a really seamless feeling experience with customers that ultimately makes them happy (which means more sales).
At HelpFlow.com, we provide 24/7 live chat teams for over 100 e-commerce stores. Our chat system set up specifically to maximize the context our agents get about visitors automatically.
Agents use this to help visitors, but we also use it to create really simple and impactful customer service experiences for our clients.
While you can check us out to see how we can help you level up your live chat channel as a sales driver, we’ll break down the key elements we use here in this post.
A customer comes from before being on your website ultimately influences their mindset and what they are looking for on your site. With that said, it would feel pretty awkward to ask them where they came from so it’s not really something your agents can leverage unless it’s gathered on medically.
By tracking the below sources, you get key context for your agents:
Make sure your live chat system is set up to track the source that visitors came from.
When a customer has to repeat solutions they’ve already tried to catch the agent upon progress, it starts off the customer service experience in a frustrating way. It’s possible to have access to the navigation history of a visitor to give your agent a context on what they’ve already tried.
Here are a few things to consider:
Hand holding and walking a customer through the solution is helpful, but that could be tough through the usual customer service channels of phone or email. With live chat, you can set up an experience to guide the visitor seamlessly through the steps they need to take on the website to solve the problem.
Here are a few ways this can work:
Having context about where the visitor came from and what they are doing on your website can make a live chat experience a great support experience for customers. But you have to configure it in order to do that.
Do you want to increase the effectiveness of your live chat efforts and drive more sales? Here are a few resources.
HelpFlow can drive sales by having our team of human agents available on live chat 24/7 to predict and save abandons before they happen, proactively reach out and engage with visitors via SMS and email after they abandon, and by answering visitor questions live on your website to convert visitors.
Learn MoreHelpFlow can drive sales by having our team of human agents available on live chat 24/7 to predict and save abandons before they happen, proactively reach out and engage with visitors via SMS and email after they abandon, and by answering visitor questions live on your website to convert visitors.
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