A part of that is knowing what sort of tone and voice to use. It is important to have an online live chat presence that reflects the identity of your brand. This way, they will feel like you care about their issue, and that you’re not just trying to wrap up the conversation as quickly as you can. Acknowledge their concerns, and put yourself in their shoes. Whatever the issue that your customer is writing you about, be sensitive to their needs. Use advanced chat features, such as using customer service representative names and photos so that your customer service representatives can start building rapport at the very start of the interaction. It is equally as important to your customer for you to know them as it is for them to know you. Check out these tips to help you create a more human connection over live chat:īy using the customer’s name and buyer history, you can personalize your greeting and responses to let your customer know that you care about their unique issue. After all, many customers are still getting used to text-based customer service conversations and have a hard time understanding and communicating a cheerful tone. This may seem too obvious for a list of live chat best practices for customer service, but if you’re not mindful, you can easily come off as cold and distant. Disable live chat whenever your business is closed or your agents are unavailable, so as not to mislead customers. If live chat support is available 24/7 for your business, say so! If not, your website should also reflect operational hours. If you have to research their issue or transfer them to a specialist, let them know upfront–this way they’ll know that they’re in good hands, and that you haven’t forgotten about them. If a customer must wait, let them know for how long, and what it is that they are waiting for. In some cases, setting clear and reasonable expectations is the next best live chat practice. Responding to customers immediately is the goal, but with so many customers to attend to, it’s not always going to be possible for most live chat agents.
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Recommended for you: How to Reduce Your Average Handle Time Fast 2. As they say, a picture is worth a thousand words…so save yourself the trouble of writing out lengthy responses! This can help make an issue clearer, which will help solve it faster. You can also save time by sending images, files, screenshots, or even how-to videos instead of writing out lengthy, complex responses. Set shortcut keys for frequently used operations, like canned messages, to save time. Additionally, use this information to make sure that the chats are going to the right department or agent by setting a routing rule. Utilize live chat features, like pre-chat surveys to know what sort of issue your customers have before they begin typing. By having a customized greeting ready, customers will know that you are ready to help them now.
To prevent these issues from occurring, we’ve outlined some key steps you can take for a faster response time:īy using canned messages, customer service agents can greet customers swiftly and avoid repetitive typing. Keep Your Average Response Time LowĪ high response time can lead to high abandonment rates and customer dissatisfaction. But how might one maximize these benefits? We have created a list of live chat best practices that will help you make the most of this quickly evolving medium, and will help put your customer service ahead of the curve.
If the results were skyrocketing conversions way back then, can you imagine what taking the plunge can do today, when consumers are privy to the benefits and convenience of live chat?Īs it stands, more and more companies are experiencing the benefits of live chat that Wells Fargo first felt back in 2008. The quote comes from a Forrester case study on Wells Fargo, who implemented live chat way back in 2008 with incredible results.