More than 65% of users prefer to ask questions via chat rather than email or call. 79% of them choose this channel because they expect an immediate response.
The speed and quality of chat responses have a significant impact on customer loyalty and churn. In this article, we'll look at how to improve the quality of chat consultations and speed up responses without hiring new employees.
What problems do customers most often encounter when writing to chat?
- Long wait for response
On average, users wait only one minute for a response in a chat, and then they get disappointed and go to competitors. It’s even worse if the current client can’t wait for an answer – most likely he has a problem that needs to be solved urgently. He is nervous while waiting, and by the time the operator joins the dialogue, the client is already completely on edge.
- Incompetent specialists
Often operators do not have the necessary knowledge, answer formally, and do not try to understand the essence of the client’s problem. In SaaS services, this is especially painful, because the client may not understand the settings, not understand how the product works, or simply encounter bugs. In such a situation, poor quality support will have an extremely negative impact on the user experience and satisfaction with the product.
- Questions remain unanswered
Not all companies can afford 24/7 support. If a customer urgently needs to solve a problem at night, on weekends or holidays, he will not be able to get help. This also includes situations when all operators are busy and do not have time to process every request.
What does this lead to?
At best, customers simply go to your competitors. At worst, they start writing about their negative experiences on review sites. This is how poor support can ruin your business, even if you make a great product.
How to improve the quality of chat consultations without additional budget
- Speed up with quick replies
Quick replies are pre-prepared messages with answers to frequently asked questions. For example, if you have an online store, and the most common question in the chat is about delivery times, you can enter the answer into the database in advance. Then the operator will not need to waste time copying and pasting text. It will send a pre-prepared response in one click.
- Improve the quality of consultations
Quick responses help not only reduce response time, but also train agents and standardize their communications with customers.
“We use quick responses ourselves and have experienced their value firsthand. Previously, it took 2-3 months to train a new operator. All operators wrote differently and deviated from the script. The result was chaos. Now newcomers can immediately start working - they study the database of quick answers and thus find out the information they need,” - Vladimir Kirdyashev, CEO of ChatApp.
You can read more about how to create a database of quick answers here.
- Use a bot to respond outside of business hours
The ChatApp service already has a bot that automatically recognizes questions using keywords and answers at any time of the day, as well as when all operators are busy. When you communicate using ChatApp and gradually expand your database of quick answers, you are simultaneously training the bot. You can set priority so that the bot responds only to typical requests, and important ones go to operators.
How does a unified database of quick answers and a chatbot work?
- You connect a single database and enter correct standard answers.
- Operators work collectively with the database.
- When all operators are busy, you connect the bot. It takes messages from the database and instantly answers questions in the chat!
You can enable the "Disable bot if an employee answers" setting. In this case, if an operator responds to a new message, the bot will not interfere with the dialogue.
Quick responses help sales and support teams work more efficiently
Sales managers will be able to delegate answers to typical questions about prices, product availability, payment methods, and so on to the bot. As a result, customers will instantly receive answers to their questions via chat, and managers will be able to focus on more important tasks.
The support team will be able to standardize communication with customers in chat - all operators will respond the same way. This will help maintain the quality of support at a consistently high level.
The training of new employees will be significantly accelerated. With the help of a database of quick answers, newcomers will be able to respond in chat from the first day of work. By focusing on quick answers, they will learn more about the product and how to solve problems.
What is ChatApp?
ChatApp is an aggregator of instant messengers for business. It allows you to integrate instant messengers into CRM and communicate across all channels from a single window.
ChatApp supports WhatsApp, Telegram, Viber, Avito, VK. Integrations with Bitrix24 and AmoCRM can be activated for free.
Improve the quality of technical support and increase sales using ChatApp 🚀