Author : Vikas Kumar
Director - Customer Experience, Espire | Sitecore MVP 2021

Vikas is a Sitecore MVP who heads the Digital Experience Platform (DXP) initiatives at Espire. A skilled craftsman in competency building, Vikas is a go-to-CMS expert, known for designing & developing best practices, that consistently transforms digital journey for clients.

5 ways Live Chat can transform your CX strategy

Customer experience is all about ensuring that you meet and go beyond the expectations of your customer by providing real time contextual offerings. Good customer experience creates benchmark for customer loyalty, which in turn leads to higher revenue growth. Businesses today are equipping themselves with live chats to provide a seamless experience to their customers. A live chat delights customer interaction and creates memorable experience to build long lasting relationship.

Live Chat is a tool added to websites allowing people who visit a website for engaging with the company to resolve their queries and provide relevant information on the spot and in real-time. It creates instant gratification as it offers solutions when it is needed unlike slow response taking up hours or even days.

5 ways Live Chat gives your CX strategy an edge

Live chat has been proven to provide several benefits including new leads generation, increased sales, and improved customer satisfaction rates. In this article we enlist 5 ways Live Chat can give your CX strategy an edge.

Offer real-time response and handle multiple customers

Customers demand instant answers when they are looking for support. Any delays in response would mean that you risk losing customers. Slow response time is often cited as top reasons for customers leaving. With live chat an agent can offer immediate resolution and can handle multiple customers at once so that more customers can be handled without them having to wait for too long.

Integrated with CRM live chat can offer personalized service

Once your live chat is integrated with your CRM database you can initiate your chat with your customer’s first name and help you personalize your services right from the beginning. With CRM integration you can have instant access to all your customer’s profile, purchase history and any past interaction. You would not need to ask your customer to feed in their details every time they use chat. This leads to seamless experience for your customers as you can focus more on offering real-time solutions and swift grievance redressal. You can also inform the customers about any pending or open requests to make them feel that you really care about them.

Offers seamless browsing and buying experience

A live chat integrated with your website helps your customers easily navigate to the pages and products they are looking for without having to scroll and scan the entire website. Customers can now easily ask questions and clear any doubts about a particular product in real-time for a seamless buying experience. Thus, live chats with hassle-free browsing and buying features keeps your customers happy as they keep returning and remain connected.

Resolution through Self-Help FAQs

A live chat can offer self-help FAQs to the customers without them really needing to start an interaction with the agent. Chat widgets can offer them the most relevant FAQ’s based on the keywords of the questions. This results in faster resolution and makes for a great customer experience. Also, such FAQs can be made available on 404 failure pages so that customers with the help of chat widget can navigate to the right page or information they are looking for instead of simply leaving your website.

Chat transcripts offer positive post chat experience

Customers through live chat can be sent the copy of their interactions with the agent through e-mail. By offering such transcripts you give your customers the option to revisit their conversation and need not resort to initiate further chat for the same question again, in case they had forgotten the solution or may have missed the links or related FAQs. With the transcript customers can easily revisit the conversation and navigate to the resolution right away from their inbox.

Live chat is a great addition to your business as it caters to the needs of customers all through their journey from initial queries about the product to the buying process and finally post purchase clarifications and grievance resolutions. Customers need not wait for long call queue and get the right help at the right time leading to a superior customer experience. Live chat on your webpage also help you convert anonymous visitors into buyers by having one to one interaction with them and offering instant resolution. Finally, a user-friendly, informative and hassle-free live chat session leads to improvised customer engagement and efficient customer experience.


Creating an automated online voting platform for seamless onboarding and improved Voter Experience

One of the major challenges faced by the customer was - conducting the cooperative elections amidst the nationwide lockdowns in the US as casting votes on a piece of paper was neither safe nor feasible. Espire built an online voting application to integrate all the three existing ways of voting in one place including: Online voting (through a website), SmartHub voting (through single sign-on), Paper ballot voting (which includes data entry and verification)

Designed a Centralized Content Management System for a Leading UK-based Staffing Business

A leading Global Talent Acquisition and Managed Workforce Solutions provider in the UK, needed support to centralize its content management for the 22+ acquired brands and required a simplified process for posting job openings & deploying regular enhancements for content management. Espire considering the challenges, reimplemented the front-end design framework for better performance, security and SEO optimization. We also redesigned the cloud architecture on Microsoft Azure to support constant enhancements required to centralize & manage enterprise & localized content. 

Design & Development of a Responsive SharePoint Website For the holding company of Singapore’s public healthcare providers

The client manages the public healthcare system to ensure that good and affordable basic medical services are available to all Singaporeans.

Enhanced digital customer experiences for a leading Singapore headquartered transshipment hub

The customer's existing website was deployed on-premises and leveraged a WCM platform, Joomla they required a strategic technology partner to revamp the website, improve content delivery and website navigation with needed to map customer journey and access visitor analytics efficiently

Optimized data and content management with Azure-based solutions for a leading Singapore-headquartered transshipment hub

The customer's existing website was deployed on-premises and leveraged a WCM platform, Joomla. They required a strategic technology partner to carry out Azure migration and eliminate on-premise hosting environment. They also needed managed support services for monitoring website up-time and efficient incident management.

Digital Communications and CCM Solutions 4 key initiatives to Improve Customer Experience

Digital communications help in stitching your prospect to customer journeys together by keeping them actively engaged and allowing them to re-initiate conversation from where they left off. Delivering contextual and interactive communications can help the customers take the next step and reach out to you through the channel convenient for them.

Total experience digital transformation strategy for global businesses

The Total Experience strategy has emerged as a key trend for businesses to drive better digital experiences for users, customers and employees while improving business growth

Digital experience management 5 best practices to improve customer experience on b2b websites

Customer Experience is at the heart of customer service and building long-lasting customer relationships. Customer experience will emerge as the key determinant of business success, surpassing the quality and price of products. While B2C brands have prioritized customer experience as a strategic business goal, B2B companies are yet to navigate their technology investments towards digital experience management.

Sitecore cdp optimization 5 steps for deploying customer data platform

The Customer Data Platform (CDP) has become a critical part of the modern technology stack, as a one-stop solution for data orchestration and management. Sitecore CDP comprises of all the core data management capabilities along with intelligent decisioning, predictive analytics, experimentation, and orchestration for driving positive brand experiences

The future of CRM in the CXM era

Both CRM and CXM are inter-related. The CRM system supports CXM with relevant data to personalize service offerings. CXM analyzes the data and leverages it to deliver impeccable digital experiences across touchpoints.

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