Which chat causes your Chat Response Rate to drop?
Have you ever wondered which chats can have an impact on your Chat Response Rate (CRR)? In this Bintang sharing post, we will explore effective strategies to improve your CRR and provide a better chat experience for your customers. By following these steps, you can ensure that no chat goes unanswered and enhance your overall customer satisfaction.
IDENTIFYING NON-RESPONDED CHATS
One of the key factors influencing your CRR is the number of non-responded chats. Non-responded chats refer to the total number of chat threads that have not been responded to on time. It's important to note that if you respond to a chat thread AFTER 12 hours of receiving it, it will be counted as a Non-Responded Chat.
To identify these Non-responded chats, follow these simple steps:
Enter your Business Insights > Navigate Sales & Service
Click on "Customer Service": Look for "Chat"
Spot Non-Responded Chats: Non-responded chats are the ones that haven't received a response within the allowable 12-hour timeframe which affected your Chat Response Rate.
STRATEGIES FOR IMPROVING YOUR CHAT RESPONSE RATE
Now that you know which chats are affecting your CRR, let's discuss effective strategies to enhance your response rate:
Prompt Responses: The best practice is to respond to chats as soon as possible. However, as a busy entrepreneur, managing time can be challenging. In such cases, consider setting alarms to check your chats at regular intervals. Here's a recommended schedule:
Early Morning: Check your chats as soon as you wake up.
Lunchtime: Allocate time during your lunch break to address pending chats.
Before Bed: Review and respond to chats before you sleep.
Prioritize Non-Responded Chats: Make it a priority to address non-responded chats first. By doing so, you ensure that no chat goes unanswered beyond the 12-hour timeframe. This proactive approach demonstrates your commitment to excellent customer service.
DOES ANOTHER SELLER'S CHAT BROADCASTS AFFECT YOUR CHAT RESPONSE RATE?
A common mistake is responding to chat broadcasts from other sellers. It's essential to understand that these broadcasts do not affect your Chat Response Rate (CRR). Save your time and energy by focusing solely on non-responded chats that directly impact your CRR. This way, you can channel your efforts more effectively. In addition to identifying if the chat will affect by other sellers' "Chat broadcast" is by seeing if your "Auto Reply" will appear, if it appears means you are required to reply to that specific chat.
Improving your Chat Response Rate requires a proactive approach and effective time management. By promptly responding to chats, prioritizing non-responded chats, and avoiding irrelevant chat broadcasts, you can significantly enhance your CRR and provide a better experience for your customers. Remember, a high CRR reflects your commitment to exceptional customer service and can contribute to the overall success of your business.
