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Managing live chat: the unknown benefits of adopting an all-hands approach

Incredible customer service comes from strong customer insight. Get your team closer with all-hands live chat.

pixelated hands raised up against a bright purple background

Have you ever had a question about something you wanted to buy?

You’re looking around the website searching for a phone number, looking for an answer. You’re directed to FAQs, searchable – if you’re lucky, you’re sent to a contact form, or you find a donotreply@ email address.

And then you give up.

Capturing these abandoned baskets is one of the biggest benefits of live chat, but there are a couple of others which are often overlooked.

When managing live chat an all-hands approach can be beneficial to both small and large teams, here we’re sharing our favourite and most impactful benefits.

Being a rebel.

a pixelated fist raised against a bright purple background

It has become the norm in many companies, especially larger corporate types, to try and get away from the customer as much as possible. They put walls in-between themselves and their customers in the form of complicated contact forms and FAQ pages.

It’s hard to find a real person to answer what might be a simple question.

Imagine how many customers they lose this way.

Use this to your advantage by making it so incredibly easy for your customers to talk to you. Using live-chat is one of the best, most efficient ways to do this and to satisfy your customers need for instant responses in this age of short attention spans.

This sets you apart from the crowd. Live chat and instant replies aren’t standard yet, but they will be soon – get ahead of the crowd and get closer to your customers.

Customer insights for everyone!

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There’s often misalignment inside of a company. The engineers want to get on and build what they’re building, the sales team are ready to get out there and sell – and sometimes the customer’s voice can get lost in all this.

It’s hard to understand why the focus of a company or team is shifting if you don’t have the context for it. By having your entire team taking turns on live-chat this problem disappears.

By managing live chat using the all-hands approach, more of your team talk to customers. It becomes almost impossible for anyone to miss out on customer feedback, and there’s a lot to learn from really understanding how and why customers are using your product, and which parts of it they’re struggling with.

This helps us build better products for our customers, not for ourselves.

One thing to remember is to create a system to record all this feedback – we use Trello – but you could use a google doc or anything that suits your team! Just make sure that all of the feedback is stored in one place and is organised.

Pick categories for your feedback to sit in and make sure to schedule in time to discuss this feedback as a team.

So, you’re ready to get your team onboard?

rebellious pixellated hands on a bright purple background

Start here with our 10 practical tips for adopting live chat as a team, and let us know if you have any questions or need some help getting started!

Or maybe you want to learn more about adopting live chat as a team? Or perhaps you’re a pro at live chat and want to level up by using proactive prompts?

Written by
Beth is our Head of Growth. She likes to write about customer behaviour, creative strategy, and, well, growth.

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