Online consultant productivity improvement and Website Support.
On many sites today you can find special chats for online consultations. It is believed that such chats can help increase the conversion of the site and generally positively affect the business, but in practice, the functionality of online consultations often does more harm than good for sites. Why does it happen? How can you increase the efficiency of an online consultant?
Important criteria that affect the evaluation of the online consultation chat work on the site are the expert’s response time, his competence and ability to correctly build a dialogue, the absence of errors, and the absence of excessive obsession. If, according to one or more of these criteria, the chat of online consultations on the site has a “deuce”, then there is no need to talk about effectiveness. To understand how the “right” online consultant on the site should work, you should remember what visitors expect from it. And they expect no less help – timely and competent. It turns out that not all sites that have chat rooms for online consultations can offer their visitors just such help. For example, often the answers to the questions asked in the chat do not come for too long . Quite often, chat rooms of online consultations interfere with the perception of the main content of the site, literally blocking out interface elements or page text. Among the other “sins” of chat rooms of online consultations are too complicated a scheme for interacting with a chat (to ask a question to an operator, you have to fill in many different fields first), importunity, and too often the operator is absent. To increase the efficiency of the component for online consultations on the site, it is necessary to get rid of the listed and similar problems. And for this, it is necessary to make changes both in the technical support of the chat and in the model of interaction with visitors through an online chat consultation.
Optimize response time from chat operators.
If a site visitor asks a question in a consultation chat, he expects to receive an answer to it as soon as possible. This means that the online consultation chat operator must be really online in this chat and be able to respond immediately to the visitor. A small queue of visitors waiting for a response is acceptable, but if such queues become regular and constantly growing, you should consider increasing the number of consultants.
Optimize block design and layout with online chat.
As already mentioned, if a chat for consultations covers important parts of the site’s pages, this can lead to a decrease in its effectiveness. The chat block should be “moved” or reduced so that it while remaining noticeable, does not interfere with the study of information on the site.
Optimize the amount of data collected about users.
Chat online consultations serve not only to quickly help visitors to sites but also to collect contact information of visitors. But in the pursuit of contact information, it is important not to “go too far” with the number of different fields of the dialog window, otherwise, only very persistent visitors will be able to ask the consultant their questions, while the rest will simply leave the site. On different sites, chat rooms for online consultations are used in different ways. For example, on some sites they are needed to answer visitors’ questions about specific goods or services, on others, they are used to solve technical problems, on the third they serve to receive contacts. But all such cases are united by one thing: if there is an online chat site, it should not be “for show”, but should really work and help the company build effective communication with site visitors.