Prepare your Live Chat for Black Friday
Aug 23, 2022 | 4 mins
As the holiday season approaches, you should determine whether your website is equipped to handle the influx of customers. An important part of this is evaluating your live chat support. Shoppers expect quick responses and adequate help with their purchases, or they’ll leave your site unsatisfied to find a deal somewhere else.
But what kind of live chat features are essential, you ask?
In this article, you’ll find three must-have features that will make your life, and that of your team, easier during this exciting season.
What You Need to Know Before Black Friday
Before a herd of bargain hunters storms your proverbial gates, you’ll want to sort out a couple of things to make the most out of these sales opportunities. In this case, live chat is not only the best way to interact with customers and offer them support, but also to steer them towards the deals they need. So make sure to set it up properly! Besides the technical aspects, think about the human part of your organization. They will do the heavy lifting.
Help Your Staff Survive the Black Friday Madness!
Prepare your live chat team for the huge number of questions and queries. They should be able to handle a high volume of traffic without any issues.
Have a plan in place for dealing with customer complaints. This will help to keep the focus on new sales.
Make sure your live chat team is aware of any special offers or deals that you are running during Black Friday. They should be able to answer questions about these deals and help customers take advantage of them.
Finally, you’ll want your livechat team to stay friendly and helpful as always. They are the face of your company, so it is important to make a good impression, even on Black Friday!
3 Essential Features to Have in Place Before Black Friday
A way to route chats to the right people
On Black Friday, you’re going to be getting a lot of chats all at once. Make sure you have a system in place so that chats can be routed to the right people, whether that’s by department or by product. This will help ensure that each chat is handled quickly and efficiently.
Chatbots
Chatbots can be a great way to automate some of the more common questions you’ll get on Black Friday. This will free up your team to handle more complex queries.
Pre-written responses
Along with chatbots, having pre-written responses for commonly asked questions can be a huge time-saver on Black Friday. This way, your team can quickly copy and paste responses rather than having to type them out from scratch.
Keep Calm and Chat On
Test and optimize any new features you need to implement on your website well ahead of time. This prevents most issues from arising at critical moments and gives your team the opportunity to become familiar with them. When the rush starts, this will help to keep you and your staff focused and at ease.
It’s also important to expect a significantly higher volume of traffic. So scale up if there is any indication your website won’t be able to handle the load. You can do this by stress testing your website ahead of time to ensure it keeps running smoothly.
Finally, arrange enough staff on hand to handle the increased customer volume and any inquiries or issues that may arise. Black Friday can be chaotic, and you don’t want your employees to fall out for the rest of the season.
Follow these tips and you’ll be prepared for Black Friday, ready to drive your sales through the roof!
