3 TIPS For Effective Live Chat

Live Chat Works

According  to  studies,  90  percent  of  U.S.  consumers  consider  live  chat  to  be  very  helpful,  and  63  percent  of  customers  were  more  likely  to  return  to  a  website  that  offers  live  chat.  Clearly,  live  chat  works.    Not  seeing  results  yet?  Here  are  3  Fps  that  can  help  you  make  the  most  of  your  live  chat  soGware.  

Make Sure To

Watch your 1

Make Sure To 1 Watch your

Attitude The way you handle yourself when interacting with customers can make the difference between a sale and an angry customer. Be cheerful and polite, not sarcastic and curt.

Make Sure To 1 Watch your

Language Mirror your customer’s style of speaking. When in doubt, be formal and professional, but refrain from overusing jargon. Dealing with multiple languages? Have an automatic translation tool handy at all times.

Always

Make Use Of

2

Always

Make Use Of

Technology

Live chat features, such as shortcuts, triggers, and departments, can save your team a lot of time, generate lots of revenue, and help assist customers better. But only if they are used judiciously.

2 Appropriately

Always

Make Use Of

Style Guides

Having a set of common words or phrases to use when dealing with customers can be useful, but it’s better not to rely solely on such a guide, lest you sound robotic. The style guide may not always contain the right answers.

2 Liberally

Remember,

Please Be

3

Truthful Don’t know the answer to something? Don’t lie. Tell the customer you don’t know and either find out, or simply invite another agent into the chat for seamless escalation.

But Still Helpful

Remember,

Please Be

3

Prompt If your customer requests a chat, make sure to respond within a couple of minutes, or he/she will lose interest and move on. Once initiated, take your time to really find the correct response than rush out a half-baked one.

But Still Accurate

Remember,

Please Be

3

Personal Make use of the information afforded by your live chat tool of choice. Ensure that you take a look through a customer’s information and chat history (if any) before providing them with personalized, instead of generic, suggestions. This kind of assistance will wow your customers.

But Don’t Overcrowd

Ultimately,

Ultimately,

Forget about the bottom-line i.e. profits

Ultimately,

Forget about the bottom-line i.e. profits

Help Your Customer

Ultimately,

Forget about the bottom-line i.e. profits

Help Your Customer

Swallow The Losses

For Life Earn a Customer

For providing support and engaging with customers, live chat has no equal. If you are keen on creating customer WOW, you’ll find that Zopim Live Chat delivers. Try it out with our 14-day trial - you won’t regret it: www.zopim.com