While live chat has received accolades from customers as a quick and efficient way to communicate with companies and organizations, one question remains: Should we offer live chat to all of our customers for every reason or scenario? Now it sounds like a great idea, but is it the best option for both company and customer? Read on as we take a deeper look for answers.
Who’s Right for Live Chat?
When attempting to determine which customer inquiry or request is right for your live chat channel, here are a few things to consider:
1. The volume of customer interactions.
2. The value of each interaction type to your organization.
3. The complexity of the various customer interactions.
Let the journey begin!
Volume of Customer Interactions
When determining which customer is right for your live chat channel, it’s a good idea to get a handle on the number of customers currently utilizing all available communication channels. Take a look at the number of phone calls, calls initiated from your website, emails, SMS text messages, etc. that your organization is currently handling on a daily basis. Look at this exercise as a way to qualify candidates for live chat.
Break the analysis out by company departments. The answers to these questions will reveal your contact drivers. While this exercise may appear cumbersome, the payoff will be huge later when developing your live channel strategy. If this information is utilized properly, an increase in live chat customer satisfaction ratings will be the result as one looks to proactively deflect inquiries and requests that can be handled outside of the live chat channel. Another by-product of this analysis is the identification of operational improvement opportunities which may fall outside of the live chat channel spectrum.
Now let’s determine how valuable each of these interactions is to your company. Create three value categories – low value, medium value and high value. The interaction reasons identified during your analysis should now be valued.
Ask these questions when attempting to determine interaction value:
Here’s what the categories might look like when filled with inquiries:
High Value Medium Value Low Value
Support requests billing inquiry information request Emails address changes
Customer interaction requests vary in their complexity. Some require a minimal amount of agent activity to address the request, while other requests may require more time and effort to assist customers. To put it simply, analyzing requests for complexity is an exercise to determine which requests require the most agent effort to service the customer.
Two questions one might ask are:
Just as we did when placing value on customer inquiries, we’ll do the same for complexity. Let’s create complexity categories – low complexity, medium complexity and high complexity. Using the same requests for the valuing example, let’s see what a typical complexity box might contain.
High Complexity Medium Complexity Low Complexity
Support requests billing inquiry information request
Billing inquiry address change
Right for Chat
After taking the time to complete the exercises, one is more than likely able to decide which customers inquiries and requests are prime candidates for live chat. It’s easy to see that your high value/high complexity inquiries or requests will benefit from utilizing your live chat channel. Here are a few tips for providing a great customer experience for these customers.
Remember – Make sure that your live chat channel is tuned for high value/high complexity customer inquiries and requests. Start by determining the volume of interactions across all communication channels, assign an interaction value to request and inquiry types and develop interaction complexity levels in order to create an efficient live chat channel.