How to make the most out of Live Chat (10 Tips)

Some of these tips may seem obvious, but are very important, when it comes to promoting a healthy brand image, through good customer service.

How to Make the Most of a Chat Session

The objective is to always  help the customer. Your client may need assistance with things such as: asking for pricing information, confirming shipping details and schedules, obtaining additional information, setting appointments and more.

A bonus to each chat session is customer satisfaction. By taking a friendly approach, answering quickly and adding some incentives such as discounts or upgrades will help turn a visitor into a client or even an advocate for your business

Here are some suggestions as to how a good live chat operator should engage with visitors:

Knowledge

Know What You Are Selling

Make sure you are familiar with the products or services you are offering. Make sure to go beyond the brochure and be ready to answer in depth questions.

Know your Resources

Have your website and all documentation ready and handy. Create a list of links for various tasks (such as checkout, FAQ’s, Documentation), so you can hand them out at a moment’s notice.

Etiquette

Focus on solving the query

Going off topic and establishing a relationship with a customer is always a good idea. Don’t go off topic though and make sure you keep the chat focused on answering the question. If you find the conversation is drifting out of control, you can always bring it back by typing “Back to the issue at hand” or  “getting back to your question …”

Be Non-Confrontational

This is maybe the most important rule of them all. You are supposed to calm down angry visitors and de-escalate situations. Leave personal opinions and feelings out of the chat and drive focus on the issue, away from persons involved.

Listen

This part is mostly overlooked. Even though sometimes you may seem to understand exactly what the client is saying, and you may think that completing their sentence will impress them, don’t. Allow them to explain the issue in full detail. If after their explanation you require more information in order to fully understand the issue, don’t hesitate to ask.

Honesty is the Best Policy

Instead of disappointing a client, double check and ensure that offering them that additional discount or that free shipping is indeed possible. A good suggestion would be to have an accessible list with what to offer in different circumstances that you can quickly consult when in need. This can save you time and headache .

Be Clear

If the client asks you a question, always directly answer the question. If additional details are needed, add them after the answer. Just remember clear, concise and to the point.

Avoid Jargon

Use common language that can be understood easily. Don’t assume your client knows what you are talking about.

Describe your Actions

Let the user know if you are working on a reply, by using phrases like: “please hold on” , “let me check on that”

Don’t leave the customer hanging

Make sure that you always keep your clients in a loop. Whether you’re waiting on Tier 2 to get back to you, or you working on their issue that is taking longer than expected, don’t forget to go back to your chat and let your visitor know. This lets them know that you didn’t just abandon them.

if you apply these simple rules you will not only provide excellent customer service but you will be able to gain long lasting customers and brand followers.

Happy chatting!

Right now Live Chat will give you a considerable edge over your competition, but very soon, not having a live chat will put you at a disadvantage.