4 Chat Tips for Engaging Customers on Live Chat Systems

Live chat systems have become part and parcel of a lot of online businesses today. Five out of ten websites you visit are using chat software to engage with clients. 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.

live char operator 

Introducing Yourself

Using a live chat system to engage clients 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 

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 during a 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.

Popular Articles

Regular Customer vs Loyal Customer: Why it is not the same

Retaining customers is less expensive than acquiring new ones, and customer experience management is...

5 Golden Rules of Customer Service

Following rules is one of the most difficult part of life and of business. Some rules should be foll...

21 Phrases That Service Staff Must Know

Words are a powerful tool of communication. Using the right phrases can help you resolve any situati...

Virtual Chat or Live Chat? Now You don’t have to Choose

As the owner of an e-commerce website, you probably already know all about the importance of providi...

How to Improve Your Live Chat Service: Chat Scripts

Live chat on websites is mostly used for sales and customer service. Technical support mostly requir...