{"id":7669,"date":"2018-11-27T15:16:46","date_gmt":"2018-11-27T15:16:46","guid":{"rendered":"https:\/\/www.gosquared.com\/blog\/?p=7669"},"modified":"2019-11-28T10:55:52","modified_gmt":"2019-11-28T10:55:52","slug":"managing-live-chat-adopting-an-all-hands-approach","status":"publish","type":"post","link":"https:\/\/www.gosquared.com\/blog\/managing-live-chat-adopting-an-all-hands-approach","title":{"rendered":"Managing live chat: the unknown benefits of adopting an all-hands approach"},"content":{"rendered":"<p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/static.gosquared.com\/images\/liquidicity\/18_11_21_allhands\/18_11_21_pixelhandsup@2x.png\" width=\"1422\" height=\"622\" alt=\"pixelated hands raised up against a bright purple background\" class=\"alignnone size-medium\" \/><\/p>\n<p>Have you ever had a question about something you wanted to buy? <\/p>\n<p>You\u2019re looking around the website searching for a phone number, looking for an answer. You\u2019re directed to FAQs, searchable &#8211; if you\u2019re lucky, you\u2019re sent to a contact form, or you find a donotreply@ email address. <\/p>\n<p>And then you give up. <\/p>\n<p>Capturing these abandoned baskets is one of the biggest benefits of live chat, but there are a couple of others which are often overlooked.  <\/p>\n<p>When managing live chat an all-hands approach can be beneficial to both small and large teams, here we&#8217;re sharing our favourite and most impactful benefits. <\/p>\n<h2>Being a rebel.<\/h2>\n<p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/static.gosquared.com\/images\/liquidicity\/18_11_21_allhands\/18_11_21_pixelrebelfist@2x.png\" width=\"1422\" height=\"622\" alt=\"a pixelated fist raised against a bright purple background\" class=\"alignnone size-medium\" \/><\/p>\n<p>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. <\/p>\n<p>It\u2019s hard to find a real person to answer what might be a simple question. <\/p>\n<p>Imagine how many customers they lose this way. <\/p>\n<p>Use this to your advantage by making it <strong>so<\/strong> 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. <\/p>\n<p>This sets you apart from the crowd. Live chat and instant replies aren\u2019t standard yet, but they will be soon &#8211; get ahead of the crowd and get closer to your customers. <\/p>\n<h2>Customer insights for everyone!<\/h2>\n<p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/static.gosquared.com\/images\/liquidicity\/18_11_21_allhands\/18_11_21_pixelthumbsupabstract@2x.png\" width=\"1421\" height=\"622\" alt=\"lots of pixelated hands giving a thumbs up against a purple background\" class=\"alignnone size-medium\" \/><\/p>\n<p>There\u2019s often <a href=\"http:\/\/Buck the trend and get closer to your customers    - Most companies try to put distance between them and their customers  - eg can't find anyone to speak to etc - be different - customers appreciate it, live chat stats\" rel=\"noopener noreferrer\" target=\"_blank\">misalignment inside of a company<\/a>. The engineers want to get on and build what they\u2019re building, the sales team are ready to get out there and sell &#8211; and sometimes the customer\u2019s voice can get lost in all this.  <\/p>\n<p>It\u2019s hard to understand why the focus of a company or team is shifting if you don\u2019t have the context for it. By having your entire team taking turns on live-chat this problem disappears. <\/p>\n<p>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\u2019s a lot to learn from really understanding how and why customers are using your product, and which parts of it they\u2019re struggling with. <\/p>\n<p>This helps us build better products for our customers, not for ourselves. <\/p>\n<p>One thing to remember is to create a system to record all this feedback &#8211; we use <a href=\"https:\/\/trello.com\" rel=\"noopener noreferrer\" target=\"_blank\">Trello<\/a> &#8211; 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 <em>organised<\/em>. <\/p>\n<p>Pick categories for your feedback to sit in and make sure to schedule in time to discuss this feedback as a team. <\/p>\n<h2>So, you\u2019re ready to get your team onboard?<\/h2>\n<p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/static.gosquared.com\/images\/liquidicity\/18_11_21_allhands\/18_11_21_pixelrebelhands@2x.png\" width=\"1422\" height=\"622\" alt=\"rebellious pixellated hands on a bright purple background\" class=\"alignnone size-medium\" \/><\/p>\n<p>Start here with our <a href=\"https:\/\/www.gosquared.com\/blog\/10-tips-for-adopting-live-chat\" rel=\"noopener noreferrer\" target=\"_blank\">10 practical tips for adopting live chat as a team<\/a>, and let us know if you have any questions or need some help getting started! <\/p>\n<p>Or maybe you want to <a href=\"https:\/\/www.gosquared.com\/blog\/podcast-all-hands-live-chat\" rel=\"noopener noreferrer\" target=\"_blank\">learn more about adopting live chat as a team<\/a>? Or perhaps you\u2019re a pro at live chat and <a href=\"https:\/\/www.gosquared.com\/blog\/chat-prompts-guide\" rel=\"noopener noreferrer\" target=\"_blank\">want to level up by using proactive prompts<\/a>? <\/p>\n","protected":false},"excerpt":{"rendered":"<p>Have you ever had a question about something you wanted to buy? You\u2019re looking around the website searching for a&#8230;<\/p>\n","protected":false},"author":31,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1586],"tags":[1318,563,587,1179],"class_list":["post-7669","post","type-post","status-publish","format-standard","hentry","category-gosquared-updates","tag-all-hands","tag-live-chat","tag-management","tag-tools"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v18.6 (Yoast SEO v19.0) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Managing live chat: the unknown benefits of adopting an all-hands approach - GoSquared Blog<\/title>\n<meta name=\"description\" content=\"When managing live chat it takes time to weigh up the different options. 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