Forming personal connections is one of the cornerstones of educational and non-government organizations. It relies on the interest, reputation, and support from students, donors, or stakeholders.
Digital communication opened up a door to new possibilities for student onboarding, planning, and fundraising strategy.
Live chat is an ideal tool for any institution looking to modernize its customer service and form long-lasting relationships.
In case you’re wondering what exactly is live chat, we can break it down into three essential components that form one complete communication channel.
Live chat software is part of a complex, omnichannel help desk software that includes ticketing, call center, social media networks, knowledge base, customer portal, and many more.
Live chat software offers many features for customer service to utilize, giving them an advantage over other communication channels when handling online inquiries.
The live chat tool is a browser-based messaging window activated when clicked on a chat widget, also known as the chat button. It is a fully customizable and user-friendly feature that is simple to integrate on your website.
Embed the chat button on your target pages, such as Sign up, FAQ, or Donations, and see the positive results.
Live chat support is a service that the organization provides externally to the public or internally to its employees. It is the quickest way to solve any online website visitors that require it, as each session is conducted in real-time, with a human chat operative, instead of a chatbot.
Let’s be frank; neither phone nor email will become obsolete any time soon. In fact, they are still a preferred channel for numerous customers. There are many reasons for that, but it is indisputable that live chat has been growing in popularity since it became a norm to use the internet for communication.
The millennial generation has especially embraced live chat software. Over 63% of millennials prefer to have their basic customer support queries answered via a live chat.
As the modern chat software becomes more sophisticated, its advantages over the phone or email have become more evident.
So what are those advantages?
Let’s have a look at the top three.
The result? Lower operational costs and increased ROI, as you won’t need to employ huge teams to handle your communication channels. A great benefit for both EDU and NGO institutions, as they often run on a tight budget.
In case the requests for chats become too much to handle, your admins can always set up the number of chats a specific agent can perform at the same time or the overall maximum queue length.
All of this is possible with live chat, as all the communications are done from the comfort of your computer while your prospects or regulars browse your site.
You don’t even need a computer. Live chat is optimized for mobiles and other such devices, so your team can respond from anywhere to any platform.
Go beyond merely communicating to ‘connecting’ with people.
The education and non-profit businesses have seen significant changes in their marketing and service strategies in recent years. The main driver is technology. As it became easier to connect globally, so did the interest grew from international students or organizations.
Effective communication is key for building loyalty.
It is vital to keep your individual or business donors’ or students’ information and profiles as part of your next fundraising, stakeholder, or enrollment strategy.
Each chat session is converted into tickets and saved in a universal, shared inbox. Your chat agents can collect and store data from the conversations, thanks to a built-in CRM. Any agent will be able to respond as they will have all the necessary information ready and available at all times.
One of the most essential and multipurpose features, proactive chat invitation, is a timed pop-up message that appears on a website as a customized invitation or introduction.
Through monitoring the current URL of live chat visitors, you can reach out and offer a helping hand. Agents can create single or multiple invitations or turn them off entirely if all the agents are engaged with other chats.
An optional but useful feature for agents who prefer to be one step ahead of customers. During the chat conversation, the agent can observe what he is typing and prepare the answer before the customer hits send.
Canned responses streamline the workflow by using saved and predefined short text replies to the most common questions.
Chat routing is vital if the chat is supposed to reach the correct department of a relevant faculty or the campaign project team. Agents or chat admins can choose from three predefined route options to ensure fast and accurate communication:
Tags can be added either manually or automatically to specific words or phrases, thus creating a custom workflow for an individual agent.
Permits input and feedback from clients and ranking of agent’s efficiency or the overall satisfaction with a chat session.
Students, constituents, or donors can come from any corner of the world. Live chat allows your institution to become genuinely global by using the language adaptable widgets.
To provide an even more personal touch to your customer service, utilize video and chat simultaneously. Set it up in the same manner as the chat button by placing the live chat video button on your website’s specific pages.
If you wish to see all our affordable plans that offer additional features, head over to our pricing page.
The chat conversations vary, depending on the situation, but some protocols and rules have to be followed in online communication.
Individual or in groups, any chat operative must possess a full range of customer service skills, ranging from hard skills like computer literacy, grammar proficiency, or typing speed to soft skills like empathy and patience. All of these form a complete online chat etiquette.
Live chat conversations are a rapid exchange of information, so the agents have to be experts in the subject matter. Implementing and maintaining a knowledge base can serve as a great source of information for agents and the customers who prefer self-service to traditional support.
It is becoming increasingly standard for a business or an institution to outsource their customer service teams.
The primary motivators are time management, budget concerns, and workload distribution. Most EDU and NGO institutions don’t employ massive support teams or work around the clock, so their support hours are limited. Fortunately, specialized centers exist for that very reason.
Learn more about the benefit of outsourcing your LiveAgent account here.
Integrating a live chat button to your website is as easy as learning 2+2=4. When you sign up and receive a login for your LiveAgent account, all that has to be done is simply copying and pasting a short HTML code.
Do you know what else is great? There is no need to download any additional software. However, If you wish to integrate with third-party software, apps, or plugins to enhance your customer service experience, it is fully supported through Native or Zapier integrations.
Protect your students’ and donors’ data. LiveAgent’s combined security features will keep your mind at peace, knowing that all their data is safe and secured.
Here are some of the security features we offer:
As the saying goes, “Knowledge is power.” With that in mind, our knowledge base is continuously being updated with new information. Not only that, but we also encourage our subscribers to contribute as well or build a community through our customer portal.
Still not convinced?
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