Films throughout history have explored the idea of mind reading. Aside from changing your daily life forever, imagine how easy running our businesses would be if we had the same power when talking to customers?! We would know exactly what our customers need and how we can make things better for them. Unfortunately, we don’t have this power. So, we have to rely on other less intrusive methods. These aren’t an exact science but there are tools we can use.

Addressing customers’ needs more efficiently should help to increase consumer satisfaction and reduce churn.

Here are some ideas for using live support to help with your customers’ needs:

Chat History

If certain issues come up time and time again, you may want to start addressing them. A quality live support software should give you access to records of your conversations so you can look for patterns, and drill down to the bedrock of complicated issues.

Smart Tip:
Xeno offers a range of conversation history depending on the plan you choose. With the free for life plan you still get 2 months history, with the premium plan, your conversation history is unlimited.

Analytics and Metrics

One of the golden rules of digital marketing is A/B testing. Monitor your chat stats to try and get a clearer picture of what is going on under the hood. If something isn’t working, try something new. This should be an iterative process.

Surveys Instead of Superpowers

In addition to looking at patterns, metrics, analytics and trying to be Sherlock Holmes, you could just ask what your customers think. Post-chat surveys are great for listening to customers feedback. You could use a rating system to measure satisfaction and a mix of open and closed questions.

Live Feedback

Following on from our last point about just asking, live support opens up a dialog with customers in real-time. This means you can get to know their needs a little deeper than through other mediums. Chat operatives can ask customers directly about their needs and views of your company, giving you another opportunity to listen to their feedback. Phrases such as “Is there anything else I could help with today?” may give you what you need.

Wants and Needs

There are a few ways live support may be able to predict customers’ needs. Which in turn could increase consumer satisfaction and reduce churn. A quality live support software such as Xeno helps to make this process easy, with simple to build post-chat surveys and a range of analytics and metrics. Moreover, you can currently get 2 months off paid plans when you are billed yearly.