{"id":23880,"date":"2020-11-25T17:29:48","date_gmt":"2020-11-25T16:29:48","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=23880"},"modified":"2020-11-25T17:39:40","modified_gmt":"2020-11-25T16:39:40","slug":"how-to-optimize-conversations-via-live-chat","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-optimize-conversations-via-live-chat\/","title":{"rendered":"How to optimize conversations via Live Chat"},"content":{"rendered":"

As digital channels are different one another, engagement rules with customers vary. Not being aware of that is just like leaving the keys of a new red Ferrari to an 18 year old at his first driving day. Pretty risky, uh? To help you prevent dreadful customer experiences I’m sharing case studies<\/strong> based on the work done with some clients of mine: last month\u00a0 about building a team of Whatsapp specialists<\/a><\/span>,\u00a0today this new one on how to optimize support through conversations\u00a0via Live Chat<\/strong>. Make good use of it!<\/p>\n

Why this case study<\/strong><\/h2>\n

The reason is simple: Live Chat is a complex channel but it’s still often underrated even by customer centric organizations. Consequently many brands stumble in the middle of a conversation asking themselves: “why in the world the customer suddenly got nervous?!”<\/em>\u00a0The fact is that Live Chat is a synchronous channel, so interactions take place almost in real time. Therefore being able to be\u00a0fast but at the same time taking care of details<\/strong> in every moment is paramount. And I can tell you…it does not happen overnight.<\/p>\n

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Never underestimate high level of customer’s expectations and emotions from the very they start, up until the end of the conversation.<\/p>\n<\/blockquote>\n

What you bring home<\/strong><\/h2>\n

In this case study ‘how to optimize conversations via Live Chat’<\/em> you’ll get\u00a0juicy insights:<\/p>\n

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  1. An overview of the main issues<\/strong> that the customer service team faced handling conversations via Live Chat, given the peculiarity of this channel (synchronous, with high customer’s expectations in terms of response speed and accuracy)<\/li>\n
  2. How these problems have generated negative repercussions<\/strong>\u00a0 internally – team members – as well as externally, deteriorating the customer experience.<\/li>\n
  3. The customized solutions we have implemented to optimize conversations via Live Chat. The method we used, therefore the benefits that the client company was able to get in a short time.<\/li>\n<\/ol>\n

    \ud83c\udfa7Bonus extra<\/strong>: an exclusive podcast to dive deep into the ‘how-tos’ of this case study.<\/p>\n

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