OMI Live Talk – Overcoming the challenges of communicating with customers.

Reading time: 5 minutes

Using OMI Live Talk live chat software means responding to and resolving customer inquiries quickly and efficiently, offering opportunities to increase sales and improve your customer service.

While over 40% of consumers today prefer live chat messaging over any other customer service channel, mistakes in live support can seriously impact a business’s reputation and profitability.

Here, we outline and provide solutions to the most common problems faced by live chat customer service.

Problem 1: Lack of immediate response

One of the most common customer service mistakes on any support channel is making customers wait too long for a response.

Since the average response time for live chat is 46 seconds, anything that takes longer than a minute to respond will frustrate customers.

Even if a support representative doesn’t have a complete answer to a question, simply knowing that their message has been received provides some reassurance to the customer.

OMI Live Talk Solution

Solution: Use Automated Response Messages

Automated response messages provide immediate answers to customers, ensuring that support has received their request and is in the process of finding a solution.

Pre-written or automated responses are sized to fit most people and can include:

“Hello, How can I help you today?”

“Our live support hours are from 1:00 PM to 7:00 PM daily. Please try your request again later or call our customer service number.”

Note: While pre-written automated responses are convenient, they aren’t always the right solution. Overuse can make customers feel like your customer service isn’t responding.

Problem 2: Making Customers Repeat Their Problems

Over 30% of customers say their biggest frustration with customer service is having to repeat their own questions and problems.

This not only wastes both the customer’s and the business’s time, but also shows your business is disorganized and that your employees don’t truly care about customer satisfaction.

It’s a quick way to lose brand recognition to competitors, as it’s clear your company isn’t listening to customer needs.

Solution: Find out where the problem lies and manage stored chat history.

Regardless of which support staff member is chatting with the customer, the manager knows exactly what happened previously. This method has been tried and tested, and it’s even possible to access the entire chat history for specific details.

Chat history will be stored in the cloud for a minimum of 31 days – In addition to providing context, these records allow managers to assess employee performance.

OMI Live Talk – Overcoming Difficulties When Chatting with Customers

Mistake 3: Giving Unhelpful Advice

Sometimes, when chatting with customer service representatives, customers don’t receive appropriate answers to their problems and are even offered irrelevant products or services, causing them great frustration.

Solution: Use OMI Live Talk

Scripting your support staff is the best way to ensure that your support staff provides useful, relevant, and up-to-date information.

Problem 4: Measuring Conversions for the Digital Marketing Department

Other live chat tools often fail to measure metrics related to customer data sources (customers finding the company’s services through Facebook or Google, from campaign A or campaign B, from which country, in which region, etc.). But with OMI Live Talk, we can easily set up conversion tracking via Google Analytics to support the Digital Marketing department in measuring and analyzing customer behavior in detail, helping to optimize advertising campaign costs.

Solution: Use OMI Live Talk’s measurement and analysis features on popular social media platforms (Facebook, Google, etc.)

OMI Live Talk is the perfect choice because:

• It provides reports on conversations and traffic: It clearly analyzes and reports on parameters such as volume, conversation performance, which pages customers visit most frequently, and measures the source of traffic.
• Proactively reaches customers: When customers visit a website with live chat, they will see a message window pop up with a question like, “Hello, how can we help you?”
• Increased customer convenience: Questions can be asked immediately, without needing to navigate from one page to another. Fast, convenient support increases customer loyalty.
• Especially: The Live Talk interactive toolkit is extremely necessary for business activities and service industries (fashion, cosmetics, spa, dentistry, beauty salons, restaurants, hotels, etc.) and current business operations.
• Diversified interaction methods: Free video calls, free audio calls, live chat.

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