Being a LiveChat’s customer means you have visitors coming to your website, starting a conversation about the products you sell. But they are not the only visitors you have. It may happen, that someone from LiveChat team will visit your website and start a chat as well.
But why? You may ask.
Well, it’s not like we go to customers’ website to buy their products (at least not at the beginning). We ask about the LiveChat itself and how we can help customers use it better. At that moment, they have a personal guide right on their chat. It’s their chance to ask questions they always wanted but never reached out to our Support Heroes.
Does it sound surprising, suspicious, nice? Probably all of that at the same time. But that’s what we do at LiveChat, and customers love it.
Why are we chatting on customers’ website?
We can’t help ourselves. That’s for starters. But we also believe it’s a great way to get a customer’s attention and ask about their experience with the product.
Like any other company, we send lots of informational emails and surveys, asking how likely customers are to recommend our product and service. But we also think using our product to reach out to them is the best way to show how to use it best.
We’re like this unique website visitor that wants to help YOU, for a change.
For us, chatting is a big part of nurturing relationships with customers. Yet, we don’t chat for a chat’s sake. There’s a big goal we set up before reaching out to customers. For instance:
- Building relationships with new–businesses - aka “Hello, is it me you’re looking for?” Reaching out to our new customers on their chat is a pleasant surprise. It’s a good base for a long relationship. At the beginning, customers have lots of questions in mind, regarding our product. But they don’t necessarily jump to our website asking our agents for help. We want to make it easier for them.
- Reducing churn - aka “Stay with me.” Having satisfied customers is one of our biggest business goals. That’s why ask for an honest feedback regarding the product. If there’s something we can improve on our side, to help customers achieve their Desired Outcome, you can be sure we’ll try to deliver.
- Upsell - aka “How you like me now?” We start a chat with customers that are longer with us, to talk about the use of LiveChat, and present more advanced features. Since these customers know the product well, they might want to know more advanced benefits and we’re happy to talk about them right off the bat.
Through these chats, we want to provide value for customers. Our bigger goal might not be accomplished, but we also have small goals to reach. Customers need to feel that we’re there to support them and guide them through our product. This kind of positive outcome is what matters the most. Sooner or later they will choose what is best for their business.
Customers reactions when we reach out on chat
Reaching out to customers is not a part of my daily tasks, but from time to time I also have a business to discuss with them. For example, when I create a case study with our customer and I need a fast response, I choose a chat instead of an email. This way I get the information immediately, and I don’t need to stop my writing.
Sometimes, I make a screenshot of their chat window, if it looks great, and that also requires starting a chat.
Even though I didn’t have much of these conversations, I got lucky to meet our one excited customer. Jason from the Media Captain, when I introduced on chat: “Hi, I’m Olga from LiveChat” also surprised me with the answer. “Omg, someone from LiveChat is LiveChatting with me!” I loved this excitement. You know, the kind of excitement that no one gives a mobile company when they’re calling to ask about their service.
Chat is not invasive, but yes, sometimes customers are suspicious, so it’s our job to gain their trust and popularize this form of communication.
Context of the chat
From our perspective, the usage of LiveChat and its configuration is obvious. From the customer’s perspective, when they have only seen the application a few times, it’s not always easy. We try to remember that when gathering feedback and talking with LiveChat’s new clients.
We don’t have a ready to send replies and always try to give a detailed, balanced answer. Sometimes we get annoyed, especially when we bounce off a couple of chats, but we know it’s part of the job.
How do we win customers over with chatting
- Background checking
Before writing to customers, with a previously mentioned goal in mind, our Success Managers do some background checking. The more we know about customers’ business, the more we can refer to their usage of LiveChat. And the more personalized questions we ask, the quicker we bond. LiveChat should be adjusted to the type of business you have. For example, in the travel industry - it’s good to ask customers if they need help with choosing a particular offer when they spend a lot of time your website. In the gambling industry, it’s worth to be available 24/7 for customers all over the world.
- Starting a chat
The intro of the chat needs to be solid. We want to draw attention and to engage a customer into the conversation with us. When we ask questions that are too simple, customers can easily bail out. So we ask something that makes them think and want to reply.
The outcome of chatting on our customer’s website
We try different approaches. Sometimes it’s a direct one, like “Are you interested in upgrading your subscription plan?” and the other times it’s just “Hello… how do you like your experience with LiveChat?” We ask and see how customers react.
We follow small steps tactics to keep customers attention while not scaring them away by demanding too much.
We try to learn from each conversation. Not only to fix one customer’s problem but to keep a finger on the pulse. If we see a particular problem a couple of times, we try to find long–term solutions. We also use Amplitude to check if everything is working OK. If we had an awesome chat and promised a follow-up, but an afterward email isn't sent, the whole communication process is less effective.
Back to you
What do you think about this kind of approach we have? Would you appreciate the direct support we give? Or you would rather be the person who reaches out first? Let us know!
If you liked this article, you might also be interested in The Role of Customer Success Manager in SaaS - LiveChat Team