In this month’s Supportive, Emily Triplett Lentz steps in for Mat Patterson to interview Help Scout CEO Nick Francis about the challenges of chat support.
The challenge with chat support
- Pros and Cons of Live Chat for your Website: If you’re considering experimenting with live chat as a customer service channel, first review the basic pros and cons to help you weigh the decision.
Free PDF: Choosing the Right Support Channels for Your Business
It’s better to excel at a few channels than to spread your team thin and provide poor service. Download this simple, free guide to choosing the best customer support channels for you and your customers.
- 15 Keys to Understanding Live Chat Software: Read this before implementing chat as a support channel for your business.
Chat best practices
25 Customer Chat Tips to Reassure and Nurture Your Online Customers: As Nick mentions in the video above, live chat can be incredibly effective at the point of sale — there’s a huge case to be made for human interaction during an online purchase. These tips will help you get the biggest bang for your buck.
Best Practices for Live Chat Support: Chatters gonna chat — you might as well approach it thoughtfully, and set up your team and your customers for success.
Live Chat Etiquette – 32 tips to make live chat work: If you chat the same way you email, the customer misses out on lightning-fast answers — arguably chat’s biggest benefit. Context matters.
Support 101: Don’t Make These 3 Live Chat Mistakes: Chat is the most challenging support channel to truly do well. Avoid these common mistakes when you’re setting up your support team for live chat success.
Examples of chat innovations
9 Companies Using Live Website Chat in a Creative Way: Can chat be a differentiator? Innovative companies like Betterment and SnapEngage are using chat for new customer onboarding, or for when web visitors run up against a 404 error.
11 Examples of Conversational Commerce and Chatbots: Plenty of people are working on the ability to seamlessly shift conversations from AI and bots to a real person when needed.
The Next Frontier in Customer Support: To stand out from the competition, it’s no longer enough to offer great email and phone support. Customers expect more. Here’s how we’re addressing that challenge at Help Scout.