The way we work has changed dramatically in recent years. Along with the rise of mobile, BYOD, and other trends, new generations are entering the workforce and bringing with them a different approach to technology. IT support has evolved in a number of ways to address this new way of working, including the ability to offer support via live chat.
With messaging far outpacing phone calls, live chat is an important means of communication for any service desk. But you need to know where you are heading before you leap into this mode of client communication. Following are a few considerations that will help successfully implement this new channel to bring value to users, reps, and the organization as a whole.
1: Have a plan
This may sound like a basic tip, but it's important to have a plan — not just for which issues you want to handle via chat, but also for how you will begin to push the support volume to the new channel.
2: Develop a roadmap
It's unrealistic to expect everyone to adopt the channel right away. Setting milestone targets will help you evaluate adoption progress and identify any issues or challenges that might be hindering more widespread adoption.
3: Publicize the program
All the planning you do at the outset is irrelevant if you don't let end users know about the program. There are a number of ways you can promote the new channel, but one of the most critical is ensuring that it is publicized as part of the existing support model. For example, you might have an automated recording directing callers to the live chat link when waiting for support by phone.
4: Train the reps
Addressing support requests via chat is different from more traditional models, as it enables reps to handle multiple sessions simultaneously. Make sure your reps are comfortable with multi-tasking and are familiar with the program's capabilities before you launch. It's essential to spend sufficient time training your staff — and hiring additional reps if needed — to make the program a success.
5: Optimize your staff
One of the benefits of live chat is the perception of immediate support. If users are unable to get through or have to wait a significant amount of time, they will default to another channel already disappointed. When preparing to launch a chat program, make sure you're properly resourced to keep wait times to a minimum.
6: Use scripts
Live chat may be an emerging support channel, but it can still benefit from the predetermined scripts utilized in phone support. Particularly as reps are becoming familiar with handling multiple sessions at the same time, having scripts for frequently asked questions can be an invaluable tool in getting them up to speed quickly and ensuring efficient end-user support.
While scripts have many benefits, it's important not to lose the personal elements of phone support when you implement live chat. Support reps should modify scripts to add personalization and address exact concerns. They should also be sure to listen carefully to users' problems before throwing an answer their way.
8: Make it intuitive
As mentioned above, mobility is a key driver of today's changing support needs. Making it easy for users to initiate a chat session from their device of preference will ensure greater adoption.
9: Take advantage of user surveys
Feedback can be extremely useful in improving your program. Institute a survey at the end of every session to obtain details about the individual's experience and use the information to make improvements and further hone the program.
10: Get rep feedback
In addition to polling the user community, be sure to connect with your IT staff about their experiences. As the frontline reps utilizing the program, they can provide valuable insight into how it can be improved and help identify other issues that could be handled via the chat program.
Making it work
With the above considerations, organizations not only have the tools they need to successfully implement chat, they are also well positioned to continue improving the program to address users' evolving support needs.
About the author
Greg Cowart is Business Solutions Manager at Bomgar.