Support and customer satisfaction are top priorities, because only through exchange and feedback can we learn and make a website even better. In order to increase availability, we therefore decided a good three months ago to test live chat on a website in addition to telephone and e-mail support.
In this article we look back on the last months since the introduction of the live chat and evaluate our experiences with MyLiveChat and the development in support. After reading a MyLiveChat review at http://websitetooltest.com/mylivechat, this company seemed the best choice.
We already knew chats from other websites, but were not sure if this channel would be well accepted. At the beginning we were even quite skeptical, because chats are rather “90’s” and in times of Facebook and Co. have actually lost importance. Nevertheless we wanted to try it out at least once and because of the beautiful user interface and the geographical proximity (we prefer providers in the English-speaking area) we decided on MyLiveChat .
Precisely because we were sceptical, we had high expectations. We hoped for fewer support requests by e-mail or telephone. Instead, the new service was intended to enable smaller “little problems” or final questions to be clarified more quickly before registration. Perhaps we even managed to win more customers through proactive “anchoring”.
Evaluation of results: How has the volume of support changed?
The number of e-mails and phone calls has not decreased noticeably, but the measurable and perceived satisfaction among our customers has increased significantly. However, the low decline is mainly due to the fact that the website is now growing by hundreds of new customers every month, which naturally leads to more support requests. On the other hand, it is clearly measurable that we were able to move visitors to a login several times after a chat. We were also able to clarify many questions, which might otherwise have come by e-mail, with the chat at an early stage. Our expectations were therefore met quite well.
90% of all support requests are questions
Not completely irrelevant is the fact that 90% of all support requests are simple questions that can be answered with a short answer in almost all cases. Most of the time they are orientation questions (“where can I find…?”) or general questions (“can I…?”). And this is exactly what Userlike is an optimal solution for, for both sides.
We notice a clearly positive feedback from our users through the live chat. At the moment we have about 10 chat sessions per day, in exceptional cases even up to 30. Not seldom a chat starts with “great that there is a chat”. For us a sign that live chats still seem to be the exception and also positively surprise customers. Many are happy about a personal contact person and (in rare cases) even take the test: “You are a human being or a robot?”
Challenges in Live Chat
The biggest challenge during a chat is certainly to stay concise and goal-oriented without being “choking off”. The ideal situation is when a user asks a specific question. This question can then also be answered concretely. If this is not the case, however, the actual question must be narrowed down as quickly as possible. If it is foreseeable that it will become a more complex topic, then an e-mail must be referred to. Because typing takes time, and if the next chatter is waiting, there will be a traffic jam.
For us personally, the exchange with our customers in this way is a lot of fun. After all, we learn in the process. One should only be aware that chats that “get lost” can quickly cost a lot of time. As long as this is considered, nothing stands in the way of a constructive exchange with the customer.
- The chat widget is offered by MyLiveChat and can easily be integrated into the desired pages.
- The support staff accepts the chats via client (e.g. iChat, Trillian or via web interface). An iOS integration for chat on the go is also possible (but we do not use it).
An employee can, depending on the setting, also perform several chats at the same time. If several employees are online, MyLiveChat automatically distributes the requests according to workload. If no employee is live in the chat, an “offline” message is generated and sent to us by e-mail.
Our conclusion about MyLiveChat is clear: We don’t want to do without it anymore and can only recommend it! Effort and benefit are in a healthy relationship. The use is very simple and also the price model is good.