What do we mean by Chat Support?

Chat Support refers to a form of concurrent messaging in which the customer and the chat support agent must both be present at the same time to interact with each other in a conversation. Chat support interfaces can often be seen appearing on a company’s website or on their mobile application in the form of a pop-up dialogue box. chat support services allow customers and the agent to communicate and interact through short, written, and synchronous messages. It enables users to seek assistance to their queries or complaints by the single click of a button. 

Embedded Chat Window vs Popup Chat Window 

Embedded and pop up chat windows both are used popularly by both small and big businesses. Let us look at the major differences between the two. 

Embedded chat window opens right on the website when the chat button has been clicked. It does not block the user from seeing other content on the website. It gives a user the much-needed freedom to minimize the chat window when not in use and continue with browsing the website. This type of chat windows works the best for mobile devices and can help a business generate important business leads effortlessly. Companies look to Outsource chat support services to build and provide the best-embedded chat solutions to their customers. 

Pop Up chat window opens in a separate window of the browser and not on the same window. Every time a user wishes to chat with an agent, they need to switch to that window. When accessing through mobiles, such windows will open in a new tab of the browser. Such chat systems can be confusing for users who have never witnessed these before. However, they can be useful if the link of the chat window is shared via emails at the time of email marketing. 

The Pre Chat Form 

The pre-chat form refers to a small questionnaire that a customer gets after clicking on that ‘chat now’ button on the website. Additional details about a customer and the nature of their issue help a company in better understanding of the problem and assist them more efficiently with it. The pe chat form contains important fields like name, email, contact number, query/question, department, etc. These fields are necessary to fill before a user can begin with the chatting process. In certain cases when the customer has already been registered with the business they need not fill the questionnaire again and are redirected directly to the chat agent. This chat form needs to be user-friendly and need not always contain long or open-ended questions. Only short and vital customer details must be recorded to allow users to get a seamless customer experience. 

Conduct Post Chat Surveys  

If you have ever used an online live chat support tool, chances are that you would have come across a short survey asking you to rate how helpful a chat agent was in assisting you. The rating is often on a scale of 1 to 5, 1 being the worst experience and 5 being the best experience. However, in some cases, businesses give the option for a thumbs up or thumbs down option after the chat session has been concluded. Customers can also share their valuable feedback or suggestions for improving the chat support services. The ratings help a business to identify how the chat agents are performing and how there speed and efficiency can be improved. Careful analysis will help a business avoid customer pain points and resolve customer queries with ease.