How to Gather Customer Information with Offerchat Live Chat Features

What do customers think about you?

If you do not know what clients think about you and your product then you are in a deep s*** hole. It is a miracle that you have buyers at all.

Customer feedback solidifies the value that your product or service offers and validates the need of it in the market. It translates to having a place in the online market universe or that some cluster of people actually has a need for it.

Adding a live chat tool for website can help you get to know, in depth, your customers and learn how useful (or not) they find your product.

So how can live chat help you identify the random, faceless visitors and buyers you have on your website? Here is a list of Offerchat live chat features that you can fully maximize:

Client (Chat) Dashboard

When a shopper arrives at a website, the live chat tool will automatically show notifying the shopper that someone is available on chat. Once he or she initiates a chat, the dashboard on the other side of the chat will show the location of the shopper.

In the dashboard, the live chat agent can see where the visitor is at on the website or the current page customer is viewing. Knowing that alone will help the chat agent know what customer is interested in and can offer existing promotions that apply to the specific product on that page.

Pre-chat form

Ecommerce sites that add live chat widget can also obtain visitors’ name, email (yeah leads!) and a question field (where visitors can drop in their question or message) as well before starting the chat by enabling the pre-chat form within the dashboard.

This is pretty useful especially in personalizing the chat interaction with that particular visitor. The personalized experience alone can mean a whole lot to people visiting your site and can even close a deal for you.

Offline form

This, on the other hand, gathers the same data as the pre-chat form (email and comment/feedback) except for the name. Encourage your visitors to leave you a message when no chat agent is around (kinda like email right?).

Showing an offline form is not a very good idea because when people see an online live chat on your website they’ll be expecting to be catered for 24/7. However, with small-sized businesses, hiring a full team to manage the chats round the clock is somewhat expensive, so they’ll have to figure out a time schedule that is advantageous for them.

That means…No missed sale and no wasted full salaries on chat agents.

Post Chat Survey

Available to most live chat software like that from Offerchat.com is the post chat survey. Enabling the post chat survey can help you determine what users think about you, your product, chat agents/operators or the chat session as a whole. Users can also use the post chat survey to leave comments about their website experience.

Chat History

Trace back the previous chat sessions and look for specific points that can help you categorize common problems that your clients face. For sure, during the chat session, concerns, feedback and questions came up that will give you an idea how people see your product and what you can do about it based on their suggestions.

Are you ready to use your live chat tool fully? What problems, concerns or pain points came up that made you understand your market better?