As you probably already know, fast email support and friendly help over the phone are no longer the differentiators they once were. A great customer experience is much more than that, which is why we’ve been hard at work on an all-new version of Beacon that includes live chat.
Live chat is an incredibly manageable and cost-effective way for your support team to deliver an amazing experience across the entire customer journey.
Whether someone is just visiting your website to learn more about your business or they’re coming back to purchase again, they don’t have to stop what they are doing or leave the page to find an answer.
Within Beacon, they can quickly find the answers they need by accessing a curated list of knowledge base docs or reach out to a support agent if they still need help. Most importantly, customers find answers in minutes, not hours.
I’ve wrangled a group of experts here at Help Scout to share their top 10 tips for providing live chat support across the entire customer journey to nurture prospective buyers into engaged, happy customers.
Here’s who you’ll be hearing from:
Using Live Chat for Support
Using Live Chat for Support Driven Growth
Using Live Chat for Customer Expansion & Retention
Using Live Chat to Drive Sales
Using Live Chat to Generate Leads
Let’s jump in!
Mat Patterson, Customer Support at Help Scout
“Aside from the new Live Chat feature, I'm most excited about Beacon’s 'Content Suggestions by URL' feature. My customers will see related help topics based on their current page, giving us a better chance to answer their question before they have to ask it!”
Mo McKibbin, Support-Driven Growth at Help Scout
“Contextual article suggestions are a game-changer for our team. We put a lot of effort into crafting helpful, precise Docs articles, and I love being able to get them in front of more customer eyes with Beacon.”
Nancy Baron, Customer Success at Help Scout
Tim Thyne, Sales at Help Scout
“The nature of customer support is changing — customers have extremely high expectations. Live Chat is the logical solution to this challenge, and it was important to us that the tool we chose fully integrated with our current help desk software, managed customer expectations, and could be customized to match our brand. Beacon 2.0 will help us to rise to the challenge, with ease.”
Alexa Hubley, Marketing at Help Scout
Find out what customers think of chat support, by the numbers.