Providing an exceptional customer experience is crucial for any business. It decides whether the visitor will turn into a long-term customer or abandon your site and never come back. We cumulated some tips for training your agents for providing an exceptional customer experience. For such a customer experience agents need to:
Communicate honestly with your customers:
Mostly, customers tend to know when the chat agent is stretching the truth. If your chat agent lies to a customer, it only extends the queries further. As a part of the training provided to the live chat agents, you may even screen chat agents to see how they handle pressure. One good technique is to quiz them by asking questions that get difficult gradually. Based on this you can actually know the ability of the agent to handle pressure.
Ensure the knowledge of escalation process:
Make sure that all the queries and concerns are resolved during the ongoing chat session. If the chat agent cannot answer a query, he should be able to write up a helpdesk ticket and flag it as urgent. Therefore, chat agent can be helpful either ways such that even if he cannot directly help a customer with a problem, he still can be helpful by either transferring the conversation to someone who knows the answer or by conducting required research online and providing the desired solution.
Measure every response:
Customers love being valued. So, late responses can lead to frustration and your customers feeling as they have little or no importance. You need to carefully analyze each agent’s performance level and keep him or her out of the more advanced positions until they’re ready to handle the pressure. Make sure that you measure every response turn-around time so that the customers get a sense of having undivided attention. Canned messages can be employed for this purpose.
Work gratitude into every canned message:
Working gratitude, i.e. including “thank you” to canned messages often brings them back because they would rather deal with people who are grateful than those who just take their business for granted.
Engage with customers:
There are some simple rules that the agents should follow whether they are online or in normal conversation. Briefly, these rules include listening carefully, asking probing questions, knowing the product thoroughly, resolving customers’ queries efficiently, using proper grammar, and being ready to offer key insight into the stated problems.
Customer satisfaction should be the very first thing you should strive to work for in this customer-centric scenario. So, leverage these tips and make the most out of your customer support efforts.
