You’re probably reading this because you know of the incredible benefits of customer support chat like:
- Increased customer loyalty, sales, and revenue as a result of live chat, according to 79% of businesses surveyed. (Kayako)
- A 10% lift in AOV (average order value) when a buyer’s journey includes customer support chat. (ICMI)
- Chat support (41%) is preferred to phone support (32%), email support (23%), and support via social media (3% ). (Kayako)
Now, how can live chat support tools + automation workflows help your organization?
Here’s the ground we’ll cover:
- Be Available in Popular Customer Chat Apps: Be responsive to Facebook messages and offer native and Messenger on-site chat that adapts to a customer’s preferred chat channel.
- Streamline Your Chat Inbox: Inbox to streamline a business’s multiple customer chat channels.
- Map Chat Menus to Customer Journey: Chat menus that map the customer journey to help users navigate to info in chat fast.
- Answer FAQs Instantly: Get customers 24/7 immediate answers without human intervention
- Make Forms Interactive in Chat: Increase form conversions with interactive forms that users can finish at their own convenience.
- Alert Agents to Takeover in Live Chat: Set up smart notifications in email, mobile app, and browser to alert agents when to take over with live chat.
- Respond to Customers in a Mobile Chat App: View and respond to customers wherever you are from the live chat mobile app for Android and iOS.
- Get Opt-in for Ongoing Messaging: Sign people up for ongoing marketing communication in real-time messaging channels like Messenger and SMS.
- Automate Surveys: Set up drip messages to automate customer support satisfaction surveys.
- Integrate Your MarTech: Automatically connect the opt-ins, signups, and leads generated in messaging channels to your CRM (customer relationship management), ESP (email service provider), training and webinar platforms, and other business applications.
Customer support chat systems work together like this:
Now for the full story. Let’s dive in.
1. Be Available in Popular Customer Chat Apps
Messaging is more widely and frequently used than social media.
Why is messaging so popular today? Here are the top reasons why consumers turn to chat with service providers:
- 53%: To resolve problems quicker
- 45%: To use chat apps they already have
- 36%: To keep a record of the chat history
Check, check, and check!
I know those are the reasons I reach for a chat app, whether it’s with my friends, family, or a service provider.
The next question is what messaging channels provide the most advantages for customers and businesses?
Facebook Messenger is the #1 most popular messaging app in the U.S. with over 1.3 billion monthly active users worldwide. Messenger is a critical channel for customer support chat.
Of course not every customer uses Facebook Messenger, and businesses today need to be able to connect with customers on the messaging apps popular around the world.
It would be nice to be able to oversee and respond in a timely manner to every popular messaging platform, but that’s just too much overhead. Right?
With the right customer support chat platform, you can use one interface to:
- Give customers the option to use the messaging app they prefer.
- Read and respond to the customer convos happening across messaging apps.
- Create menus, navigation, systems, and automation that work simultaneously across messaging apps.
MobileMonkey OmniChat is software that helps businesses connect to customers in the messaging apps they already use.
And when you install MobileMonkey’s OmniChat customer website chat widget on your site, it can be set up to adapt to a customer’s preferred chat channel.
If users are signed in to Facebook on their browser, a Facebook Messenger live chat widget will automatically show. If they’re not logged into Facebook, a native chat widget will show.
This responsive flexibility is resulting in more than a 2X increase in conversations started for MobileMonkey customers.
2. Streamline Your Customer Support Chat Inbox
Giving customers control to use the chat app that’s already on their phone means more conversations started. And when customers use live chat in their customer journey, it leads to more downstream revenue.
In fact, 38% of surveyed buyers said they had made their purchase directly because of a chat session. (eMarketer)
The advantages of customer chat are clear.
So what’s it look like in practice? And how can a business effectively be available in all the chat messaging apps that a customer may be looking for?
Enter the OmniChat inbox: one messaging inbox that streamlines a business’s multiple customer chat channels.
Use a unified OmniChat inbox to:
- View all conversations happening across native chat, Messenger chat, and SMS. (WhatsApp, Instagram and Apple Business coming soon).
- Filter conversations by status (follow-up, done), assigned agent, or messaging channel.
- Respond to conversations with live chat.
- Save notes and tags to customer profiles.
The right tool can be a time saver and efficiency generator that makes marked improvements in customer satisfaction.
3. Map Chat Menus to the Customer Journey
Every page on your website has a different goal. And different pages might even have multiple customer profiles in mind.
So why put one generic chat widget on every page on your site?
Especially since personalization and catering to a customer’s unique journey results in happier customers and greater business value.
Take a look at the different customer personas using your site. Then map your web pages to the customer journey and use page-specific chat widgets to help users navigate to info aligned with their needs.
Additionally, set up custom greetings for important website pages. Predict what that page visitor is looking for, and use a greeting designed to start more conversations.
For instance, the webchat greeting on your pricing page might be: “Do you want to see if you qualify for SPECIAL pricing?”
While the webchat greeting on the purchase confirmation page might be: “Would you like to receive text message updates about your order?”
Here are some custom greetings that act as ice breakers — designed to start more conversations and create deeper connections with customers.
- Would you like help in finding the right-size bicycle for your kid?
- Are you looking for a rental apartment, buying a home or condo, or selling your property?
- Would you mind taking a brief survey about your customer experience today?
It’s easy to set up a custom greeting and the automated follow-up and menu system for individual web pages using MobileMonkey. Which could look like this:
Create a new customer chat widget for each custom greeting and conversation flow you want to design.
Then select the page to display it on, and build the chat menu system — like a phone tree that helps a user select the info they need — from there.
Check out these 11 brilliant web chat examples that you can use today for more ideas.
4. Using Customer Support Chat to Answer FAQs
We understand that customers turn to chat because they know they’ll get an answer faster than alternatives like email, phone, or social media.
But here’s something you may not know: Customer support chats that are fully handled by chatbot automation score slightly higher satisfaction ratings (87.58%) than those that are transferred to a live support agent (85.8%). (Comm100)
Customers don’t need to talk to a person to get an instant answer in chat.
Your business can program answers to FAQs for your bot to handle and customers can get the critical information they need without ever talking to a live agent.
The way you set that up is with customer support chat Q&A triggers.
Set up keywords that trigger a response to a customer’s question in the chat.
You can even see the questions people are asking in chat sessions and program answers to those questions from existing bot content or create new content.
But before you go down the rabbit hole of programming every question and answer you can think of, a few do’s and don’ts:
- Do use existing FAQ content from your website to program your bot with basic Q&A.
- Don’t rely on Q&A to be your bot’s main way of providing info to visitors. Instead, use the guided menu approach to give visitors a phone tree to help them navigate to the information they’re looking for.
- Don’t expect your bot will need to provide all the answers. You can end the chatbot portion of the conversation and trigger a live agent to take over when the situation is appropriate. More on takeover alerts in Step 6.
- Do include a few delightful bot responses with Q&A triggers. For example, programming a few emoji responses will give your bot personality.
5. Make Forms Interactive with Chatbots
Live chat is the channel of choice for customer support, but it’s also a great tool for lead generation.
Using live chat for lead generation includes leveraging the interactivity and high-engagement of messaging to get more subscribers, signups, and opt-ins.
Where you have signup forms, consider using interactive chat forms to increase form conversions.
Additionally, Quick Questions allow you to save attributes to your contacts’ profiles with ease. String Quick Questions together to qualify leads and customize conversion funnels based on user selections.
Forms, as you’d expect, let you collect multiple fields of lead information. Like Quick Questions, Form data saves custom variables to contacts.
Use Forms to specify fields that count as a completed conversion in bot analytics:
In the example above you’ll that the chatbot asks the question, “What’s your phone number?” When the user replies with what the bot recognizes as a phone number, a conversion is recorded and can be viewed in your chatbot analytics.
6. Alert Agents to Takeover in Live Chat
Set up smart notifications in email, mobile app, and browser to alert agents when to take over with live chat. Live chat takeover and hot lead alerts for your live agents need to be timely in order to close more deals.
Transferring a customer from chatbot to live agent is easy to do and always available with live operator chat takeover in MobileMonkey.
A smart chatbot does the job of answering FAQs and routing customers that need a live agent to the right representative.
Live operator takeover is supported by smart alerts and notifications of conversations requiring a live agent follow-up.
Notifications can be set up as browser notifications, mobile app notifications, email notifications, and more.
Then, live agents can jump into the conversation at the right time thanks to easy-to-setup web chat lead notifications.
Drop a notification widget into any automated conversational flow and select from the notification options that work best for any team — from browser notifications to email alert to web app or mobile app notification.
7. Customer Support Chat Mobile App
View and respond to customers wherever you are from the live chat mobile app for Android and iOS.
The MobileMonkey live chat mobile app lets your team respond to chat inquiries right from your mobile phone, any time, on the go.
And the MobileMonkey desktop inbox features more advanced customer support team features, such as assigning chats to agents and marking conversations as needing follow-up or done.
Furthermore, the OmniChat inbox collects all the chat conversations happening across your brand’s messaging channels – like Facebook Messenger, web chat, and SMS – in one unified location so that you can streamline your chat support efforts.
8. Get Opt-in for Ongoing Messaging
Sign people up for ongoing marketing communication in real-time messaging channels like Messenger and SMS.
For example, using a MobileMonkey chatbot for text message marketing, you can use an SMS keyword to opt-in customers to receive future communication via text. In the case below, the keyword being used is, “CLUB”.
An American Marketing Association report notes that businesses report live chat supports all stages of a customer journey:
- Marketing awareness: 29%
- Early-stage direct sales: 32%
- Marketing conversion to sales prospects: 39%
- Mid-stage direct sales: 24%
- Sales closing: 18%
- Post-sales customer support, education, engagement: 39%
For more opt-in strategies, take a look at this article on how to get more SMS subscribers.
9. Customer Support Chat Automated Surveys
Set up drip messages to automate customer support satisfaction surveys.
Drip campaigns automatically send messages to customers based on triggers, like when a new contact subscribes, you can send a welcome message and offer.
Or when a customer support ticket is closed, and a chat conversation is marked done, that can trigger a satisfaction survey.
Using a pre-chat form as a way to qualify leads for your live agents is a great way to proactively engage with your website visitors and generate leads. MobileMonkey live chat surveys:
- Are quick and easy for users to complete with clicks of the mouse
- Save the survey information they collect in your customer profiles
- Allow for you to send follow-up content
There’s a lot of marketing value in pre-chat surveys. And maybe the most valuable is the data you can capture quickly and then use to create targeted audiences for future engagement with customers and prospects alike.
10. Integrate Your Marketing Tech Stack
Automatically connect the opt-ins, signups, and leads generated in messaging channels to your CRM (customer relationship management), ESP (email service provider), training and webinar platforms, and other digital marketing tools.
The MobileMonkey integrations allow you to easily send information that’s stored to customer profiles in MobileMonkey to other applications.
Here are some of the more popular integrations for MobileMonkey users:
- Add all new leads to your CRM, such as Salesforce
- Send text message marketing campaigns or Slack notifications to new contacts
- Subscribe new MobileMonkey contacts to MailChimp
- Register MobileMonkey contacts to Zoom Webinars
Important Next Steps
- Create a free chatbot today with the new Free Forever MobileMonkey Stay Connected special edition.
- Talk and learn about chatbots with other enthusiasts. Join MobileMonkey Island, a Facebook group of over 35k marketers and entrepreneurs that are ready to support you.
- Advance your marketing performance with Chatbot University, a free chatbot tutorial and training area for chat marketers.