Everything you do in business, you do it for the customers. There are thousands of reasons why excellent customer service is worth every penny and your time. Here is the guide to some Live Chat etiquettes on how to conduct a chat and to create the best Live Chat experience for your customers.
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Visibility to the customers
Chat option should always be available to the customer on a website. The longer a customer is looking for the option, lower the chances are for a good customer experience. In Live Chat, we can set up an automated personalized message for the customers on the website. The fact that they see an assistance they can reach out to whenever in need makes their browsing experience easier and much more pleasant.
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Continuity and Response time
Never let the customer wait! Always keep your average response time low. A high response time can lead to high abandonment rates and customer dissatisfaction. An unhappy customer will leave the place of business if you did not fulfill their needs on time. In order to avoid such issues to happen, there are some key features Live Chat provides which you should use are –
Canned Messages
Sneak Peek
File Sharing
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Set Clear expectations and Chat Limits in Live Chat
Always remember Quality over Quantity!! Responding immediately to the customers is the prior goal, but with so many customers to attend to, it’s not always going to be possible for most live chat agents. Accepting too many chats at once will not only scatter your attention, it will make each chat take longer than it would otherwise. Limit yourself to the number of chats for the outstanding live chat experience. Of course, the limit is just a guideline.
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Communication should be Crystal Clear
Whether you are using a canned response or typing out an answer to a unique issue, an important live chat practice is to always send out messages with quality content. Always read customer’s messages carefully and avoid sending wrong answers to the customer. Accurate responses are a must. Don’t let the emphasis of responding immediately to the customer ever comprise the accuracy of the response. If you don’t the answer to the customer’s query, seek help!
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Put yourself in Caller’s shoes- Empathy
Empathy is a must-have skill for everyone who wants to work in customer support. Always acknowledge their concerns. Without the ability to imagine what the customers go through and how does it makes them feel you won’t be able to react properly. Don’t force customers to do things your way, care about what they want in a first place. Making the customer comfortable and allowing him/her to take the time to describe the issue while we provide some knowledge about the subject is a natural way of gaining trust.
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End a chat on a positive note
It is important to always stay positive and friendly in a live chat. The way in which you end a chat session matters. Always ask customers if they’re satisfied with the solutions provided, avoid abrupt goodbyes or maybe there’s any part of the conversation that they didn’t understand and need additional explanation with.
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Follow up when necessary-Feedback
Sometimes a customer comes to chat with an issue that won’t have an instant solution. In such cases, where resolution isn’t going to happen in the span of a typical chat, the best thing you can do is let them know you’ll follow up with them via e-mail or phone.
