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How Live Chat can help increase customer retention

Aishwarya Sankhé
min read
How Live Chat can help increase customer retention

When a crisis occurs, what do you do? Your instinct is to panic, isn’t it? To message your friends to figure out what happened and how to fix the situation. You’re anxious, you’re frazzled. You want answers immediately.  

Now imagine not getting a response from your friends, or having them tell you “Oh, why didn’t you text me on Messenger? I hardly use WhatsApp. Could you drop me a message there instead?” For them to reply to 4 hours later. You’d be pretty pissed off and angry, and you’d be wondering-  

“What kind of friend doesn’t use WhatsApp in 2020?!”

Your instinct isn’t to go on Google to read lengthy articles to figure out what to do. It’s to handle the crisis immediately.

The lack of support, the transferring between media, it’s enough to make you feel like this friend won’t be there to support you if something happens.

And it’s the same with customer experience. Listen to what the people say. They want results immediately.  

Under the umbrella of excellent customer supports, speed is huge contributor. Webforms and emails are already outdated because of how long it takes to get queries resolved. Customers think “might as well call the support center and be put on hold for 3 hours.  

Customers need immediate support; they need Live Chat.  

Increasing customer retention with Engati Live Chat

Personalization is key

Increasing customer retention is all about decreasing response times, while delivering personalized experiences. In order to do so, you need to step into your customer’s shoes. You can spend a lot of time trying to study customers through observing their behaviour, but you’re still making assumptions about them at the end of the day.  

Do you want to know what’s the most effective way to learn about your customers?

Talking to them and asking them questions.

But as a customer, would you enjoy filling out generic, unending web forms?  

That's why we provide customer support chatbots for customers to fill out surveys in a more interactive way. Similar to venting to friends about what’s going on, your chatbot can provide the same support to your customers by asking engaging questions.

Advanced routing

I remember the last bad customer support experience I ever had. I was on hold for 30 minutes, and every time I spoke to someone, I got hit with the “Transferring you to another agent.” The worst experiences for customers involve a lack of resolution, and constant waiting to find the perfect agent to address customer needs.  

The pre-chat survey also gives you the information you need to assign the perfect agent to address your customers concerns. Based on the information provided by your customers, your supervisor can get a real-time view of what your customers need, or rather, who they need.  

But as your business grows, so will the number of inquiries. Sifting through those inquiries can be overwhelming for your supervisors, which is why we provide advanced contextual routing. Engati Live Chat software can automate the process of assigning the perfect live agent to your customers to further reduce the response time.  

The quicker the resolution time, the higher the retention rate.

Live chat

Now that advanced routing is set up, engaging with customers over what’s on their mind becomes a breeze for your live agents. They have the perfect platform to connect with customers over what’s on their mind, all on one platform. Do they have a question which the transfer of an image? No need to switch to email! They can upload their documents directly on the chat window.  

Accessibility and cross channel support

As a business, you need to be where your customers are. Whether that’s on Web, WhatsApp, Facebook Messenger, Slack, Telegram, or WeChat. You also have to ensure that regardless of where your customers reach you, that their experience remains consistent across all media.

The customer journey usually across a variety of channels. First, your customer lands on your website and looks for where to contact your support team best. They send an email, follow up on social media, before eventually calling you.  

The steps of this journey could easily be reduced. It's one customer with one issue, but most brands will report this as three different tickets. Cluttering the ticketing system like this is frustrating for supervisors and agents, and you don’t want to be frustrated when dealing with an already frustrated customer.  

With Engati, you get a one-view inbox of all incoming customer requests. Upon asking for a customer’s contact details, our intelligent engine will stitch together the previous conversations with the same customer so that your live agent isn’t scrambling for context.  

Smart responses

Do live agents need to step in to address every customer query? Not at all. In fact, making live agents address everything could be detrimental to their productivity. Engati Automation with Live Chat software can prevent your agents from burning out.  

When it comes to mundane questions, your agents can program responses to provide immediate relief to your customers. Supervisors can also upload FAQs and a knowledge base so that the process of answering simple questions can become automated. Simply upload your knowledge base, either in the form of a PDF, .csv, .doc, etc., and our engine parses through the entire file and provides customers with what they need in record time.  

Embracing automation

Customers are happy to jump to your competitors if they receive no responses or acknowledgment on your end. But does being an always-on business require agents to be awake at strange hours?  

With Engati, the answer is- absolutely not. The speed of responses affects perceptions and conversation, and with Engati automation, your customers get immediate support, every time. With an uptime of 99.9%, Engati’s chatbots are always on to support your customers, wherever they are.  

The key to increasing your customer retention, is by ensuring your customers are happy. Immediate support provides comfort to your customers. It's like a safety blanket that tells your customers that while your agents may not be available, you’re still here to listen to what’s going on. With comfort comes trust, and trust allows your customers to open up to you more. The more information you have, the better you can care for your customers, and thus increase retention.

Live chat increases the customer retention rate by 5% as it creates more satisfied customers.
- Megallen Solutions on customer retention.

Improving customer retention is a never-ending journey  

There is no one-size-fits-all approach to customer experience. It involves lots of data, lots of monitoring, and lots of analyzing on how you can do better. People change, customer behavior changes, and technologies change.  

There are many methods and tools to explore, so you have to explore what, not works for you, but what leaves your customers in awe.

Explore Engati to increase your customer retention.

If you register with us right now, you can get started with Engati’s customer engagement platform with unlimited live chat agents, free for 30 days! Click the get started button now!

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About Engati

Engati powers 45,000+ chatbot & live chat solutions in 50+ languages across the world.

We aim to empower you to create the best customer experiences you could imagine. 

So, are you ready to create unbelievably smooth experiences?

Check us out!