实时聊天在建立积极的客户关系中的力量

更新时间:2022-05-27 / 文章作者:WHSR Guest

Most companies thrive off the positive communication they establish with their customers.大多数公司都依靠与客户建立的积极沟通而兴旺发达。 It is especially important if they sell their products and services.如果他们出售产品和服务,这一点尤其重要。 The range of their clients involves both those loyal buyers who like and purchase the product, window shoppers who are just on the crossway of making a positive decision, and those who have just heard about the company for the first time and haven't formed any idea yet.他们的客户范围包括喜欢和购买产品的忠实购买者,正在做出积极决定的十字路口的橱窗购物者,以及第一次听说该公司并且尚未组建任何公司的人想法呢。

实时聊天示例

在这种情况下,任何企业的目标都是在互惠互利的基础上建立提供商与客户的关系。 要做到这一点,他们必须证明买家的需求已得到理解,他们愿意帮助做出选择,并且如果有不清楚或出错的地方,他们总是会以同理心做出反应。

企业可以实现所有这些目标 通过应该用于所有这些目的的实时聊天。 实时聊天的最大优势是可以为客户提供即时地址。 这是使用实时聊天工具进行如此重要改进的一些技巧和方法。

实时聊天的好处

The most important task to fulfill through live chats is making customers feel that you are there to help them, to serve them, and to solve all their specific problems immediately.通过实时聊天完成的最重要任务是使客户感觉到您在那里可以帮助他们,为他们提供服务并立即解决他们的所有特定问题。 If they feel that, they are likely to become not just loyal clients, but your most eager advocates.如果他们有这种感觉,他们很可能不仅会成为忠实的客户,而且会成为您最渴望的拥护者。

互联网为企业提供了这种积极的参与,因此,您应该尽力使用此功能强大的选项来促进公司的繁荣与发展。

其中最明显的 实时聊天的好处 以下内容可以突出显示:

  • 与传统渠道相比,费用减少
  • 销量增加
  • 改善客户服务和忠诚度
  • 发现客户的痛点
  • 快速一致地解决问题
  • 方便客户
  • 竞争优势
  • 市场影响力和扩大的机会
  • 积极的计划和宣传
  • 全面的分析和报告

However, keep in mind that this feat only sounds that easy.但是,请记住,这一壮举听起来很简单。 It may turn out much harder than you initially believe.结果可能比您最初认为的要难得多。 Using the使用 最新的客户服务工具 更新的策略将对成功大有帮助。

为什么客户喜欢在线聊天

美国市场营销专家和同名营销公司的创始人 JD Power认为在线聊天已成为购物者的主要在线联系方法,因为其中42%的人更喜欢在线聊天,而不是电子邮件(23%)和社交媒体(16%)。

原因在于人心。 当您在线购买商品时,您更有可能立即与某人联系。 这就是为什么人们选择从具有 实时聊天功能 在他们。 这种在决策阶段的快速支持增加了积极的选择和转化率。

对于公司而言,当您可以立即与访客沟通以解决他们的犹豫,可能的负面看法和失望时,这也非常方便。

在建立积极的客户关系中使用实时聊天的战术提示

为了增加实时聊天在开展业务中的作用,请记住并应用CRM(客户关系管理)的主要原理以及技术进步。

1.通过实时聊天和CRM结合个性化您的服务

This tool can help you in developing your company's long-term strategies.该工具可以帮助您制定公司的长期战略。 By live chatting, you will learn much about your potential and real customers, their needs and problems, and the way they prefer to be treated.通过实时聊天,您将学到很多有关潜在客户和实际客户,他们的需求和问题以及他们喜欢被对待的方式的知识。

Maintaining cloud-based data about customers and their preferences in the past, you will be able to analyze their live chat experiences and make them more convenient.过去维护有关客户及其偏好的基于云的数据,您将能够分析他们的实时聊天体验,并使他们更加方便。 In its turn, that may help you to predict their future needs, problems, and behavior.反过来,这可以帮助您预测他们的未来需求,问题和行为。

例如,如果他们就您要购买的产品的某些规格与您联系,则您可能会开发出最佳算法来满足此类要求。

2.完善的实时聊天知识库,以提供客户所需的信息

LiveAgent 主页


您的操作员需要获得服务和产品的全面知识,以便能够提供更多信息来解决他们的疑虑,以确保在一段时间内解决所有与运输或更换和翻新有关的问题。

制作这样的数据库需要公司各部门之间的良好沟通。 让一些专门解决不同问题的实时聊天操作员也是一个好主意。 您的客户将完全满意地退出您的网站,并希望再次回来。

3.训练您的聊天代理以创建友好但专业的交互

On the one side, chat agents should make customers feel welcome.一方面,聊天代理应使客户感到宾至如归。 Being respected is a positive experience that any customer will transfer to their surroundings.受到尊重是一种积极的体验,任何客户都可以转移到周围的环境。 On the other side, looking too friendly can make a customer think that this communication is not with a professional.另一方面,看起来过于友好会使客户认为这种交流与专业人士无关。

Which is better?哪个更好? To choose something in between.在两者之间选择。 Too much formality works the same way keeping the unnecessary distance between the customer and the company.过多的手续以相同的方式起作用,从而使客户与公司之间保持不必要的距离。

Live chat does not mean speaking like a robot.实时聊天并不意味着像机器人一样说话。 The purpose is to show buyers that they are speaking with real people who take their time to care about any issue that can emerge.目的是向买家表明他们正在与真实的人交谈,他们会花时间关心可能出现的任何问题。 So, the best option is friendliness and empathy, yet with some respectful and understanding approach.因此,最好的选择是友善和同理心,但要有一些尊重和理解的方法。

4.承诺并及时交付结果

No doubt that the chat agent should be able to work under pressure.毫无疑问,聊天代理应该能够在压力下工作。 If the information a client is asking about needs some additional contacts with other departments, a consultant has to set adequate deadlines to get back to a client with a ready solution.如果客户询问的信息需要与其他部门进行其他联系,则顾问必须设置适当的截止日期,以便及时获得具有解决方案的客户。

If the client's request is not replied as soon as possible, a buyer may feel offended, and the company's reputation can be hurt.如果客户的要求没有尽快得到答复,那么买方可能会感到冒犯,从而损害公司的声誉。 Giving information about refunds, tracking of products, or shipping must be a priority.提供有关退款,产品跟踪或运输的信息必须是优先事项。

Another point to consider is asking feedback from clients.要考虑的另一点是询问客户的反馈。 A quick survey will help determine whether everything works well.快速调查将有助于确定是否一切正常。

5.处理常见答案,使用键盘快捷键

Tidio 实时聊天与常见答案和 leyword 快捷方式


No matter how many people are employed for the position of a chat agent, they will never be enough, especially if your company is quite big.无论有多少人受雇担任聊天代理人,他们将永远不够用,尤其是在您的公司规模很大的情况下。 That is why think about some automation Ask your operators to use这就是为什么要考虑一些自动化要求您的操作员使用 罐装邮件 这似乎是节省时间的有用方法。

Certain keyboard shortcuts will help to show your clients your readiness to help immediately despite the busy schedule.某些键盘快捷键将帮助您的客户在繁忙的计划中随时准备立即提供帮助。 For instance, always automate the greeting and other formal replies.例如,始终自动执行问候语和其他正式回复。

6.使实时聊天选项在其他设备上可用

Consider that most customers nowadays make their online purchases from their mobiles.考虑到当今大多数客户都是通过手机进行在线购买的。 So, think about making your site online friendly.因此,请考虑使您的网站在线友好。 That is why you need to make your live chat available on any mobile platform.因此,您需要在任何移动平台上都可以进行实时聊天。

这种改进的另一个积极结果是,使用该平台,您将来可能会帮助您的关注者成为您的客户。

7.简单说明

Customers mostly do not understand the terminology.客户大多不了解该术语。 It means that a chat agent needs to be patient trying to explain technical terms or online receipts in simpler words as well as how to use the website.这意味着聊天代理需要耐心尝试用简单的词来解释技术术语或在线收据以及如何使用网站。
为了使座席和客户都更容易遇到这种情况,请编写有关如何解释技术术语或与技术上无知的客户打交道的小指南。

顶级实时聊天软件解决方案

To boost the outcomes of successful live chats, properly choose the software.为了提高成功的实时聊天的效果,请正确选择软件。 This can significantly increase your conversion rates.这可以大大提高您的转化率。 An effective tool needs to be quite intuitive both for operators and visitors or customers to use.有效的工具必须对操作员和访客或客户都非常直观。 Moreover, with the progress of technology, customers nowadays demand still quicker responses and more mobile-friendly options.此外,随着技术的进步,如今的客户要求更快的响应速度和更多的移动友好选项。

您可以根据需要从以下几种中选择一些实时聊天解决方案:

仍然有更多的应用和平台可以进行实时聊天 你可以在这里看到。 No matter which of these options, you would prefer, do the free trial first to ensure that your choice corresponds to the needs of your company.无论您选择哪种选择,都请先进行免费试用,以确保您的选择符合公司的需求。

In conclusion, it is worth mentioning that many people do not put much faith in online shopping.总而言之,值得一提的是,许多人对在线购物没有太大的信心。 So, it is very important to make them perceive your company as a real one, and live chat can play an essential part in that.因此,让他们将您的公司视为真正的公司是非常重要的,在线聊天可以在其中起到至关重要的作用。 When potential customers see that they can talk to real people and discuss any problem emerging, they are more bound to trust your brand and your site for just giving the first try to your products.当潜在客户看到他们可以与真实的人交谈并讨论出现的任何问题时,他们更倾向于信任您的品牌和站点,因为它们只是对产品进行首次尝试。

Live chatting is a great way of communication between companies and their clients.实时聊天是公司与其客户之间进行交流的一种很好的方式。 That is why it is very important to ensure that communication is maintained in a well-prepared, professional, and respectful way so that both parties could benefit from it.这就是为什么确保以充分准备,专业和尊重的方式进行沟通以使双方都可以从中受益的原因非常重要。

关于WHSR嘉宾

本文由客座撰稿人撰写。 以下作者的观点完全是他或她自己的观点,可能无法反映WHSR的观点。