Website Chat Integrations: Doing more with Live Chat
So, you’ve installed a website chat for customer support.
After letting your customer support team use it for a while, you might be wondering if there’s more you can do with it?
Is there more value than can be unlocked from live chat technologies?
Let’s break down some best practices and integrations that can open more doors for your business (and increase your revenue!).
Customer Support Best Practices
First, let’s start with the basics.
The true power of live chat platforms is unlocked by following customer support best practices.
Ask yourself, are you tracking the right customer support KPIs? Is your business easy to reach out to? Are you tackling issues efficiently by specializing your team in different areas?
Here are our customer support best practices to increase the efficiency of your support efforts:
- Understand customer support and its goals
- Choose and track your KPIs
- Make it easy for customers to contact you
- Respond faster with live chat
- Let customers find solutions to common issues
- Use customer support as fuel for product and service improvements
- Create sub-teams for customer support
- Hire the right staff
- Collect customer data
- Take advantage of further technologies
This list might seem like a lot. However, there’s no need to worry, they are easier to implement than you’d think. We have broken them all down in our in-depth guide on customer support best practices.
Website Chat Integrations: Leveraging Technology to Provide Customer Support
We’ve written before about how to leverage integrations with live chat to provide better customer support.
In short, you’d want your integrations to allow for quick, easy-to-use and reliable customer communications. All while also collecting and storing valuable customer data and insights that can further improve your customer support efforts.
Here are two key integrations that can help you achieve these goals.
CRM Integrations
Integrating a CRM platform with your live chat tool can drastically power up your support strategies.
For example, when a customer initiates a chat with your business, a CRM integration would allow you to also see all relevant customer information instantly. Gone are the days of your support reps wasting time by “pulling up” the customer’s information.
A customer starts a chat and your rep can instantly see their contact info, previous purchases, current paid plans, website browsing history and more.
This would even allow for optimized user experiences. Say, if you already have the customer’s name and email address in your CRM database, why ask for the same information every time they’d like to start a chat?
A CRM integration can also use this data to make your communications more reliable. If a customer randomly disconnects from a chat conversation, it can fall back to email instantly.
This is incredibly important when you consider that live chat can be a sales channel too.
Browser Recording
Now, let’s take it a step further.
Integrating browser recordings into your CRM + Live Chat platform can provide you with even more valuable data and insights.
What are browser recordings? Browser recordings allow you to record, store and access screen recordings of your user’s browsing sessions on your website. This way, you can see exactly what your user sees on their screen and review their browsing habits on your website.
Picture this, a customer starts a chat conversation. The customer is running into an issue while trying to make a large purchase on your site. You definitely don’t want to lose this sale but the user is unable to accurately explain what is wrong.
No problem, by integrating browser recordings, your support rep will be able to instantly see what your user is seeing in their screen through the same dashboard they are using to chat with them.
No need to connect to the user computer to share screens.
Bringing it all together
You can probably now think of many other ways in which integrations between live chat, a CRM platform, and browser recordings can help your business.
However, implementing such integrations can sound like a daunting task. But there is no need to worry.
Moment, our fully-featured CRM platform brings live chat and browsing recording implementations out-of-the-box. Better yet, all these implementations are available in our free plan.
Looking to get started? Here’s how to quickly install Moment on your site for free.