Live chat systems have become part and parcel of a lot of online businesses today. Five out of ten websites you visit are engaging customers on live chat. However, the question remains, are they making the most out of their live chat system?
After all, getting chat software embedded in your website and actually using it to engage clients are two different things. Let’s take a look at some handy chat tips that your chat personnel should keep in mind when talking to clients.
Introducing Yourself
Engaging customers on live chat is not that different from conversing with them in person. You must observe basic chat etiquettes and introduce yourself. This adds a personal note to the interaction and makes it more than a customer just interacting with a business. Keep a respectful tone. In case a customer gets rude, remember not to take it personally. Patience and politeness can help turn around the most disgruntled customers in some cases.
Speed Matters when engaging customers on live chat
As a customer service representative, you must try your best to resolve a client’s issue as fast as you can. Maintain a high response rate so that a customer does not have to wait long before you respond to them. Listen carefully to their problem and try and find a quick resolution. Of course, if your resolution does not really help the client, then you need to reconsider an approach. Wrapping up a chat is important, but if the number of unsatisfied customers piles up, then you could run the risk of losing some clients forever.
Learn Everything About Your Company
As a live chat agent, it is important that you know everything about your company and its products. This will help you answer customer queries in a better way. You must also stay up to date with new products and the additional features added to existing products. This can help you pitch these products when you are engaging customers on live chat. Even if they don’t purchase the product, causing awareness can be very useful to your company.
Learning about technical products is especially important for a live chat agent. You never know what a customer is going to ask, so make sure you familiarize yourself with all aspects of the product. You can also read up on troubleshooting issues with a product.
Speak Their Language
It’s important to be professional when interacting on live chat. However, this does not mean that you speak in a way that the customer fails to understand you altogether. In order to engage customers through chat software, you must avoid things like using abbreviations, making obscure references, giving complicated instructions, using regional slang, and using industry jargon that the customer does not understand.
To Sum It Up
A live chat system can be an extremely useful tool. The key is to use it correctly. Doing so can help you increase your conversion rate, drive up sales, and build long-term relationships with customers.
