Customers may not be getting the most out of your product for a number of reasons. They may get frustrated with particular functions or they may not be aware of certain features that could be a game changer for their business. So, their usage starts to drop or tail off completely.

Never fear though, because there are ways that could help entice users back on your side and reduce churn thanks to live response:

Pair with an Email

Sending an automated email to users that haven’t logged in for a certain period of time can help to retain inactive users. In the email, you could point out some new features or some tips for getting the most out of your product. Once these users log back into your service you can use live chat to dig deeper into why they have been inactive and try to resolve these issues.

Help with Problems

One reason for inactivity is that customers don’t know how to use your product properly. With live chat you can talk them through the problem in real time.

Smart Tip:
Xeno has a co-browsing feature, so your contact can share their screen with you in real time and you can talk them through any issues super efficiently.

Be Proactive

If a user logs into your service after a long period of inactivity you can send them a live support message, instead of waiting for them to come to you. This may be more likely to be read than an email, as so much is assumed to be spam today. But aside from this, you can give the user a personal service, in real-time. Helping them out with any issues they have and offering tips tailored to their individual needs. In addition to helping them move forward, this is another opportunity for you to wow them with your customer service skills and build trust in your company.

Let Them Know

Use live chat messages to let customers know about new features or updates that may have been introduced since their last visit, upcoming discounts and more.

Smart Tip:
With Xeno’s news feed feature you can post short news updates directly into your chatbox.

Listen to Customer Feedback

Listening to customer feedback can help you to see where you are going right and wrong when it comes to customer retention. A good live support software will let you look at extensive history of past conversations with customers. This coupled with post chat surveys can help to pinpoint common issues with your service so that you can try and prevent them in the future.

Now We Are Cooking

Live chat could help your business on many levels and enticing inactive users and keeping others interested is one of them. Traditional methods such as phone and email still have weight for reducing churn too, but adding a live response string to your bow may help to reduce churn further. A quality live support software such as Xeno will display customer information so you can tailor your support before they even start talking, you can also browse through chat history and easily create post chat surveys to stay ahead of the game.