Support Chat – One of Chatwee’s Many Faces

by Roman Kozlowski 0

Chatwee has been designed to serve online communities first and foremost. I’ve developed multiple posts available on this blog, discussing the relation between live chat and groups of people frequenting particular websites. At the same time, I haven’t really given much attention to the support role many chat apps play simply because this isn’t our product’s main purpose. That said, I’m about to switch things up and show you how to turn Chatwee into a support chat.

The style of interaction between members of online communities and a prospect/client and a support agent differ significantly. Basically, the former often is one-to-many, while the latter is strictly one-to-one.

As soon as you install Chatwee on your site, its visitors will be able to engage right away. If, however, you’d like to use the app as a sort of a support chat, you’ll need to adjust the settings in your Dashboard.  

I know you may be thinking, “There’s plenty of strictly support chat apps available. Why would I want to mess around with Chatwee?” Well, I believe there are several reasons you may be interested in trying this mode.

How does the support chat mode work?

First off, tuning the settings will not turn Chatwee into your regular support chat anyway. It’s going to be a little different. What you’ll get is a list of admins site visitors can approach to ask any questions they may have. You may also choose to not strictly follow all my suggestions and thus create something in between.

Chatwee’s support chat mode may be useful for a special kind of site. Maybe you’ve been using the app for community purposes but your mode of operation has changed. Maybe you’d like to try a new way of communicating with your audience. Whatever the reason may be, here’s…

How to turn Chatwee into a support chat

The process is simple, really. For the most supportest (yeah, I said it) experience do the following:

  • Disable chat rooms – prevent users from being able to have a public discussion.
  • Disable user list – prevent users from seeing other individuals logged in to the chat.
  • Disable chats between regular users
  • Disable community section – this is where registered users would normally be shown.
  • Enable support section – this is the list of admins / support agents that’ll be displayed.

The most important of these settings is the support section – the list of admins available for support. As far as the rest goes, you can assess yourself the extent to which you want other types of interaction to be allowed but in my opinion, the point of this support chat mode is to limit those interactions. That’s why I suggest turning off chat rooms and the user list

I hope this post gave you some interesting ideas on how to use Chatwee. Let me know if you tried any of my suggestions down in the comments.

Chat Operator Extraordinaire – Roles & Responsibilities

by Roman Kozlowski 0

A quick search online for live chat solutions reveals a myriad of available options. They all possess and share sets of great, useful features to help you reach your goals. The thing is these widgets, for the most part, aren’t autonomous. How well they perform greatly depends on each and every chat operator delegated to work the mouse and the keyboard. What personal traits, then, should a chat operator display, you may ask? Well, you’re just about to find out, read on!

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Improve Customer Service With 5 Actionable Live Chat Tactics

by Roman Kozlowski 0

The provision of customer service is a never-ending saga. Come to think of it, running a business is basically waiting for Murphy’s Law to become effective. I’m obviously not saying this to discourage anyone. You must be well aware of the elephant in the room and realize that at one point or another, something will go wrong with your product or service, and it’s how you tackle the problem that actually defines you. With that being said, let’s take a look at how you can improve customer service with a number of tactics you can start using right away.

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6 Reasons Why Live Chat Support is a Business Booster

by Roman Kozlowski 0

How do I make my business different from the competition? How can I grow and innovate? How do I establish better relations with customers and make them come back? How can I gain extra insights and make my operations more effective? These are the questions business owners worldwide ask themselves daily in an attempt to push their organizations to that next level. Obviously, there’s the human factor, where talented individuals are able to lead the charge. There are also various business performance boosting tools, the sheer number of which can make your head spin. In this post, I’d like to focus on one such tool and show how you can address the questions above by implementing live chat support.

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Tone of Voice in Customer Service: How to Avoid Sounding Like a Jerk

by Roman Kozlowski 0

Have you ever tried calling a customer service line only to be greeted with a dull ‘Hello, you’ve reached Acme, how can I help you?’? Of course you have. I bet those instances didn’t make you feel very appreciated as a customer – a lesson you might have taken to heart as far as your own business goes. The thing is that the process of communication, business environment being no exception, contains certain intangibles. It’s not only about what you say, but also how you choose to say it. In this post, I’ll focus on using the right tone of voice in customer service and give you a tip on how you can save yourself from sounding like a jerk to your clients. Let’s go!

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Building Customer Loyalty: A Website-Centered Approach

by Roman Kozlowski 0

If building customer loyalty hasn’t been sitting at the top of your business agenda, it’s time to reevaluate things. The good news is you probably already have some enthusiastic users of your product or service. Otherwise, you’d be out of business pretty fast. Now, there are many tactics to make clients stay with you, however, in this post I’ll focus on one particular strategy, that can be implemented by most companies these days. Stay with me to learn how to build customer loyalty using your website.

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6 Best Social Media Customer Service Practices

by Roman Kozlowski 0

The growing importance of social media in business is undeniable. Each of the online social platforms offers something unique and holds a huge potential for marketing and advertising to highly targeted groups of potential customers. Venturing into social media, however, doesn’t mean setting up profiles in every medium available. You have to find out where your clients are, in order to focus your marketing efforts. Moreover, you have to be ready to tackle a variety of situations involving your clients. To make your life easier, I’ve covered some of the best social media customer service practices, including examples, in the post below. Stay with me to step your social game up!

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How to Handle Difficult Customers: Ideas for Improvement

by Roman Kozlowski 0

Let’s act all grown up for a minute and face the facts. Running a business, it’s impossible to not have to deal with difficult customers at some point in time. As long as there are error-prone humans involved in the commerce, these shouting, whining and complaining beasts aren’t going anywhere. And I don’t mean to discourage you by saying this. I’m sure you’re quite aware of the elephant in the room. In this post, I’d like to discuss actions you can take to make dealing with difficult customers as painless as possible.

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