Go The Extra Mile

Pro Active Live Chat serves as the means to a refined and effective live communication with the customers, hence strengthening customer loyalty. It’s not just the quality of product or service that is vital to establishing a loyal customer base, the level of customer service is equally important. Customer service, via live operators, is the link that makes customers come back and bring more customers. Which is why a higher level of competency is required in a Live Greeter.

This can be achieved through the implementation of Quality Matrix for employees. Under this Quality Matrix, an employee is expected to:

* 1. go the extra mile;
* 2. be able to engage visitors in interactive and effective conversation; and
* 3. qualify and categorize customers competently.

An employee who has the urge to go the extra mile, someone with enterprise and creativity, is not an asset but a necessity for establishing a loyal customer base. For instance, an average greeter simply confirms the color of a car the customer desires, but an enterprising employee volunteers more information naming different hues of color the car comes in.

Live chat etiquettes need to be followed more closely and thoroughly than etiquettes governing other communication channels. A live chat is more open to scrutiny, and there is more likelihood of examining the smallest of details that are usually ignored in a verbal conversation.

Using the right words is a tricky job while handling a live conversation. The key is to use basic common sense. Consider this: (on a supplements website)

* Visitor: I want to know what options are available on the car I’m looking to buy.
* Greeter: let me see what I can do?

Now a hearty congratulation would have been more apt and friendly instead of a cold “let me see”. Different situations call for different responses. It is up to the operator to take into consideration the type of visitor and the situation, and to gauge the mood of the conversation through various indications.

A live operator handles up to three to four conversations at a time. It is important, therefore, that the live operator listens attentively and acknowledges what the visitor is saying. Carelessness on part of the operator leads to an ineffective conversation.

Live operators go through a very comprehensive training program and they know which product the customer is most interested in and which price tags are affordable for them. Therefore, they are expected to know enough about consumer behavior to make calculated judgments and then qualify visitors accordingly. A failure in the execution of this step creates a major gap in the sales process.

Live operators are provided to a multitude of business sectors, and it is essential for these operators to know the model of the business they are working for like the back of their hands. Irrelevant or incorrect information leads to losing potential customers. Therefore, it is of utmost importance that the operator should know the website and the business inside out to have an effective and advantageous interaction with the customer.

Through the implementation of quality matrix, employees are expected to be careful towards the aforementioned requirements and inculcate these qualities in themselves.

Get more details at Dealer e Process today!


Compliment Advertising With Live Chat

Does the headline of this article sound strange? Not to me, let me explain. Roles played by advertising agencies and the media are becoming limited, as the target audience for advertisements is becoming resistant to ad messages.

Increasing retailer sophistication, using modem technology, is also demanding a major shift in the approach to advertising. Therefore, In other word, having someone at the website, who greets the potential customers and takes the advertizing message further needs to become an extension to current advertizing strategies.

Imagine the utter potential that is waiting to be exploited in complementing your Advertising campaign through Live Chat. Open your mind to the rising possibilities of individually targeting each and every visitor that comes to your website. Advertising is taking a new turn, stepping into a new horizon.

You place a traditional ad and drive the potential customer to your website. Here’s where everything is taken to the next level – through Live Chat. Our take on it: the aims and objectives for your advertising remain the same – it is the strategy that is changing, which take the message even further. If you’d like to begin with the simple objective of creating a favorable opinion of your product in the potential customer’s mind, then we’ll start with a simple personal touch in a Live Chat.

Picture a Live Human Agent saying, “On a personal note, I had the alloy rims that you are looking at, put into my car, and boy, do they look great!” This conversation can go far, depending on the goal of the advertising campaign and agent’s ability to persuade while being personal at the same time. This kind of rich advertising strategies can get a lot more detailed message across and result in a much more loyal consumer base.

Find Out more at Dealer e Process today!

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