Communicating with a customer over live chat can be different than interacting with a customer physically, over the phone or through email. Sometimes customers can misinterpret what you are trying to say as communicating through text messages can leave more room for interpretation. Though, that does not mean you need to spend hours envisaging every word that you type.
The success of live chat majorly depends on the training of the live chat agents. When it comes to training the agents for chat, we think ‘etiquette’ is a perfect word. Companies like Chat Outsource, who train their staff offer exceptional customer service. Therefore, good customer service leads to benefits for your business like a loyal customer base, customers willing to pay a premium for your products, and eventually customers leave great reviews and high ratings for the seller. And if you’re offering, live chat customer support, you’re probably already aware of the benefits such as increased sales, high customer satisfaction, and reduced customer support costs.
Follow these chat etiquette tips to help give visitors to your website a positive support experience. It expresses a sense of respect and politeness while describing the guidelines by which chat agents interact with customers.
Provide a proper introduction
When the agents introduce themselves in a proper professional way, they put a personal touch in the conversation and the customer feels more comfortable in exchanging information with the customer support team. A little bit of familiarity goes a long way in creating an emotional bond between your customer support staff and your customers.
Don’t keep your customer waiting
People have switched to live chat just to minimize the waiting time on hold using the traditional telephone lines. When we talk about live chat, the faster the agents response time, the better the customer experience. According to a recent research, over half of all customers become irritated and frustrated if they don’t talk to a live person right away, whereas 45 percent of customers will abandon the purchase if they don’t get a response from customer support agent instantly. It is advised that you should have your live chat agents automatically accept live chat requests in order to allow customers instant access to the information they are looking for.
Use of good grammar
Always make sure that your live chat agents have good grammar and excellent spelling skills, regardless of the language they are offering the support in. Use of bad grammar and spelling mistakes by the customer support agent will hint your customers that you don’t value them and this will also make the entire business appear unprofessional. Spelling mistakes and grammatical errors can be avoided by providing tools like infographics or dictionary widget for their internet browser. Similarly, your live chat agents should not use internet acronyms and abbreviations such as lol, brb etc. or type in all caps (which may indicate a harsh tone to the user. Jargon or technical terms should be kept to a bare minimum to prevent the customer from becoming confused.
Be Friendly and Cheerful
In order to deliver a great customer experience, customer support agent must communicate with the customer in a friendly and cheerful tone rather than acting cold or boring. In fact, a research has also concluded that almost 75 percent of all customers expect their customer service agent to be friendly, which indicates that customer service friendliness was expected more than receiving the help that customers need, indicating the importance of being friendly.
Honesty is the best Policy
A customer support agent must never lie or try to deceive a customer at any given situation. In circumstances, where customer’s demands cannot be met immediately or if there’s a bad news for the customer, your live chat agents should be honest with the customer while trying to offer the next best alternative. When your live chat agent promises something to the customer, they should make sure to deliver on that promise.
Keep the chat positive
It is extremely important that your live chat agent always attempt to converse in a positive manner. Unexpectedly, if there’s negative news, the agent should be competitive enough of handling it in a positive way which does not make it sound harsh or bad. According to a recent study, any such negative news should be placed at the beginning of the interaction while saving the positive news for the end, as this has shown to have a positive effect on customer enjoyment.
Stay on topic
Although it is imperative to be friendly with the customer, it’s even more important to never lose sight of the aim of resolving the customer’s problem. Live chat agents must resist getting in discussion on a topic that isn’t directly related to the customer’s problem. Even if the customer would like to go off track your customer support agent should direct the conversation back to the concern at hand in a courteous manner in order to maintain efficiency.
Be caring and empathetic
There are times when the live chat support team will have to deal with angry and frustrated customers. Rather than arguing with the customers, the support team should work hard to diffuse the situation. They should always apologize for any inconvenience caused and should be willing to spend a reasonable time to allow the customer to cool down. Your chat agent needs to be eager to empathize with your customer, let them know that they’re on his or her side and that their feelings of frustration are understandable.
It is quite common that customers engaged in live chat do take pauses. They could be on an important phone call or could have taken a food break. Whatsoever the reason might be, it is important that the chat agent does not end the chat immediately after getting no response. Chat agents must always give customers two to three chances to respond while they’re off, with each chance being at least a couple of minutes before you end the chat.
End on a good note
It is advised not to end the chat as soon as you think the issue is resolved. Your agents need to have a chat ending protocol to ensure customer satisfaction that should include:
- Thanking the customer for the time taken to discuss their issue,
- Asking the customer whether their issue has been resolved and if they have anything else that they need assistance with.
- Wishing them a good day and ending with a goodbye.
Companies can use these 10 simple rules of chat etiquettes to train their live chat agents in order to deliver an exceptional customer service.