Live chat and online support is becoming an essential tool in the marketing, customer service, and support world. While there are many live chat tools on the market, only some allow you to provide the best experience possible to your customers.
Some key tips will help you use live chat correctly to provide the best possible experience to your customers and get the most out of this effective marketing, customer service, and support tool.
Everyone knows that live chat is a great tool to answer customer questions and help them with their issues, but did you know there are many ways to use it?
Here are ten tips on how to use live chat correctly.
Don’t Be Afraid To Start A Conversation
Live chat is an excellent way for consumers to access companies easily. It allows you live customer service without the inconvenience of waiting for a phone call or email response.
The only downside is that sometimes it can be challenging for the company representative to know what the customer needs. If this happens, don’t hesitate to start a conversation with them!
A representative’s job is to answer questions and ensure that customers have a positive experience. Sometimes when a customer doesn’t know what they need, an easy conversation can lead them to discover something you offer!
For example, if someone has a question about your shipping policy and mentions wanting faster shipping, consider upgrading their order at checkout and automatically include next-day air service.
Pay attention to the customer
The most important thing is to be courteous and never ignore a customer. It’s easy for live chat to turn into a one-sided conversation where the customer asks questions, and you respond. You want your live chat sessions to feel like a two-way conversation.
That means that when a customer asks a question, you need to take time out of your day (or night!) and answer it thoroughly for the customer to feel valued.
Get to the point
When you’re using live chat, it’s essential to make sure that your customers can easily find the chat window and that it is easy for them to use. Customers should also be able to find their way back if they close the chat box or navigate away from it. Take these points into consideration:
- Make sure the chat window is large enough and positioned where customers can see it.
- Be friendly and professional when chatting with customers.
- Always thank customers for using live chat and provide basic information about your company.
- Please get to know them a little and find out what brought them to your site to personalize your interactions.
Avoid using jargon
The first tip is to be patient. It may seem that the customer service reps ignore you when they don’t answer immediately, but they’re likely very busy with other chats. The best thing you can do is sit tight and wait for them to get back to you.
You can even say something like Hey, how’s it going?
This will let them know that you’re still waiting for their help and will make them more likely to answer your question.
Avoid jargon if you want your messages to be answered more quickly. It may confuse customer service and make it more difficult for them to offer assistance. Use simple language rather than fancy, complicated words.
The more precise and accurate you are with your explanation, the easier it will be for a technical assistant to help you.
If you use jargon in conversation that a support representative needs help understanding, they will likely be unable to provide you with the best possible customer service.
Check your spelling and grammar
Live chat is an excellent way for your customers to get the answers they need when they need them. However, it’s essential that you use live chat correctly for it to be effective.
The following are ten tips you should keep in mind:
- Establish clear guidelines and expectations for live chat representatives early on so that no one is confused about their role.
- Provide training for your team so they understand how to handle sensitive or difficult situations. Don’t leave live chat representatives stranded!
- Provide live chat representatives with the tools they need to succeed. This might mean equipping them with knowledge about your products or services or a link to relevant online articles and videos.
Don’t be too informal
There are many misconceptions about live chat, and while it can be used in many ways, it’s important to remember the basics. Here are some of the key tips for how you can make your live chat experience more successful.
If you can’t give a direct answer, apologize, and let them know you’ll get back to them as soon as possible.
Provide customer service that builds customer loyalty – Be sure to monitor your chat room, answer questions promptly and resolve issues quickly and efficiently.
Don’t use text speak
Don’t be too salesy
Being too salesy is a significant complaint about live chat is that it’s too pushy and salesy. Your chat should offer help, not a hard sell.
Think of your live chat as an extension of customer service, not an opportunity to make a sale. In addition to that, you need to make sure you’re available 24/7 with round-the-clock availability and always answer questions promptly.
Keep it professional
Live chat is a great way to stay in touch with your customers, and it can also be an excellent way to provide customer service. Here are some tips on how to use live chat correctly.
You can provide customers with a wealth of information using live chat. For example, if you’re selling shoes, you can tell them how many different shoe sizes are available and how long it takes to ship.
If your products are made-to-order, using live chat is an excellent way for customers to check up on their orders and receive updates.
Take it offline if necessary
Live chat has become a popular feature for websites that want to improve customer service, but it can also be frustrating if not used correctly.