Companies whose websites experience high traffic volume constantly encounter unique challenges when responding to inquiries from leads and customers. Luckily, Slaask is highly agile, truly versatile, and perfectly suited for sites in the top 100 of Alexa's worldwide ranking (as many as several hundred million unique visitors per month).
How to manage inquiries from my leads and customers in high-traffic scenarios?
1. Define how you would like to provide the experience of live chat to your leads and customers
You should first prioritize the way you wish to provide the live chat experience to your leads and customers.
Is your aim to provide a live chat experience for your leads and customers? Just your leads? Just your customers? Or certain customers only? These are the types of questions you should be asking yourself before configuring Slaask.
Once you have a clear plan in place, which includes answers to these types of questions, you may begin configuring Slaask to suit your needs.
2. Make sure you have a "minimum viable team" to handle incoming chats
If traffic on your website is high, it means you will likely be receiving a large number of customer/lead interactions, which means it will be in your best interest to dedicate an appropriate percentage of your company's human resources (either in a shared approach or with full-time live chat experts) to live chat duty. Dedicating enough human resources to Slaask is a prerequisite to providing the "minimum viable experience" to your leads and customers via live chat.
By configuring the “Team” page on your Slaask account, you can make sure you invite every team member responsible for communicating with your leads and customers
Once you have your initial team in place, you should know that you will always be dealing with one of two dilemmas: either you will not have enough human resources to keep up with all your live inquiries OR you will have too much! This is perfectly normal, and, thanks to the many dedicated features for high-traffic sites, Slaask is able to help you bridge the gap between the number of live chat inquiries coming in and the amount of human resources you have ready to respond to them.
3. Create several live chat windows (also known as “widgets”)
Creating multiple Slaask live chat widgets (2 to 8 for example) is a very effective way to better control the way you deliver the live chat experience to your leads and customers.
By creating and promoting multiple Slaask live chat widgets, you can deploy several in certain sections of your site, and several more in other sections. This is a great way to support different types of audiences or small/medium subsections of your audience.
For example, you can place a live chat widget on a specific page that only logged-in users may access.
Please refer to “Using Slaask across multiple domains” for more information.
4. Configure “Automatic chat dispatching”
To make sure inquiries are correctly routed to the appropriate team members, you can enable a unique feature that was designed and implemented by Slaask called “Automatic chat dispatching” (also known as “automatic chat routing”).
This feature has been designed to allow your team administrator(s) to create groups of team members (e.g., your sales, tech, or product teams).
This way, you can choose which team members on your team will be notified when you receive a new inquiry through your website. You can even add the same members to multiple groups.
On the other end, your visitors can choose which topic (sales, tech, product, etc.) they want to talk about before launching the conversation.
Please refer to “Understanding automatic chat dispatching” for more information.
5. Define a maximum number of simultaneous chats for your team
To address your customers' messaging needs, you can define the maximum number of conversations that each team member on your team is allowed to have concurrently.
You can define a maximum number of simultaneous chats:
- For your entire team at one time
- And for each team member individually (if needed)
By doing so, the number of simultaneous chats will be capped for all your team members. On the lead/customer end, the live chat widget will automatically adapt its behavior in line with this cap.
Please refer to Defining a maximum number of “concurrent chats” for each team member and Understand the “waiting line” system for more information.
6. Set up a bot
Using the Slaask technology stack, you can define a public bot for your company (i.e.: “Acme Bot,” “Slaask bot,” “Apple Bot,” etc.) and have it help you filter conversations that require live human assistance from conversations that can be handled without a human.
Bots offer enormous potential to your team members by giving them more time to focus on important tasks instead of re-answering frequently asked questions and while giving your leads and customers a qualitative experience through conversations.
Please refer to “Setting up a bot for your company” for more information.
7. Enable the multilingual widget feature
Many high-traffic websites are multilingual. To improve your “visitor conversation” rate, we recommend that you provide multilingual support via the Slaask live chat widget that automatically adapts to your audience's language settings.
By enabling the multilingual widget feature from your Slaask account, your live customer service app’s language settings will adjust themselves according to the language settings of your visitor's web browser. The result is a flawless translation of your live chat communication!
Please refer to “Adapting live chat to your multilingual website” for more information.