Lately, we've let you know about the new routing rules. Let's dig deeper into that topic and see how they work! [a thread] 👇
#custserv #LiveChatTips
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29 Sep 2020
#TuesdayTip 32
If an issue/concern can be solved in several ways, it is a good idea to share them all with the customer— they may prefer one solution/approach over another.
#LiveChatTips #LiveChatAgents
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22 Sep 2020
#TuesdayTip 31
If you’re a technical support agent, make it a habit to always test a solution in your system before suggesting it to the customer. This helps you iron out any flaws and prevent frustration.
#LiveChatTips #LiveChatAgents
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15 Sep 2020
#TuesdayTip 30
Makes sure your live chat responses are simple enough for customers to comprehend. Even if a customer piles on a lot into a single complex query, break it into smaller parts while answering so it’s easier for them to follow.
#LiveChatTips #LiveChatAgents
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8 Sep 2020
#TuesdayTip 29
Adding a short bio to your profile, complete with a picture, adds a personal touch and makes you more approachable to your prospects and customers.
#LiveChatTips #LiveChatAgents
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1 Sep 2020
#TuesdayTip 28
It's common for people to mistakenly land on your site thinking it's a different site. Save time and effort by delaying your automatic chat greeting, giving them a chance to leave if necessary.
#LiveChatTips #LiveChatAgents
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25 Aug 2020
#TuesdayTip 27
Identify stages a user might have trouble with your mobile app (eg: payment fails, product unavailability) and contextually display your live chat button for them to reach you quickly.
#LiveChatTips #LiveChatAgents
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11 Aug 2020
#TuesdayTip 26
While using #ChatTranslation, keep words simple and sentences short and clear to ensure effective translation. Also, inform customers that you don’t speak their language so they'll overlook nuances lost in translation.
#LiveChatTips #LiveChatAgents
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4 Aug 2020
#TuesdayTip 25
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Sometimes a customer might speak in a roundabout way or use slang or terms you don’t understand. Rather than potentially misinterpreting their queries, ask questions to clarify the question and confirm your understanding.
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#LiveChatTips #LiveChatAgents
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28 Jul 2020
#TuesdayTip 24
Pauses from customers are common in #livechat. They could be on a call, trying your suggestion, or they may have moved on. In any case, checking in while giving them time to get back instead of ending the chat shows that you care about its outcome.
#LiveChatTips
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7 Jul 2020
#TuesdayTip 21
When you proactively reach out to prospects visiting your website, a greeting relevant to the visitor's web path and the current page they're on is more likely to get a better response compared to a generic one.
#LiveChatTips #LiveChatAgents
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30 Jun 2020
#TuesdayTip 20
Treat all visitors who initiate a chat with respect, even if it seems like you might not get their business. Any negative comments they leave about your company in online forums or on social media can affect the company's reputation.
#LiveChatTips #LiveChatAgents
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23 Jun 2020
#TuesdayTip 19
While talking to angry customers, avoid being defensive or making excuses. The best thing is to acknowledge their feelings, focus on problem-solving, and tell them that you’re doing your best to fix it.
#LiveChatTips #LiveChatAgents
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16 Jun 2020
#TuesdayTip 18
In an effort to make chats more conversational, #LiveChatAgents tend to use ellipses (. . .) a lot. But this punctuation can be perceived differently by customers, and some may even find it annoying. So, it’s always best to avoid them.
#LiveChatTips
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26 May 2020
Time for #TuesdayTip 16
Customers expect immediate assistance when they contact you. So use skill-based routing rules to send chats to the agent best equipped to assist them instead of juggling them between different agents.
#LiveChatTips #LiveChatAgents
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19 May 2020
Here’s the next #TuesdayTip
Give your customers time to respond. Shooting questions one after the other before they’ve had a chance to answer can frustrate customers.
#LiveChatTips #LiveChatAgents
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7 Apr 2020
#TuesdayTip 9
Bring a human touch to your #LiveChat by responding in your customer's tone. If they're speaking formally, match it. If they're using lots of smileys, don’t be afraid to smile back or even laugh with them.
#LiveChatTips #LiveChatAgents
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31 Mar 2020
Time for #TuesdayTip 8
Customers use #livechat for its immediacy. If you need a minute to find out some information during a chat, let the customer know so they’re not left wondering if you’re still on the chat.
#LiveChatTips #LiveChatAgents
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24 Mar 2020
#TuesdayTip 7
Customers need to feel heard, especially in #livechat where it’s difficult to gauge if you're listening. Show them you are by responding with phrases like “Oh, I see,” “I understand” or “Okay”. Responses like "hmmm" and "uhuh" are unprofessional.
#LiveChatTips
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17 Mar 2020
#TuesdayTip 6
Break your #livechat answers into small chunks instead of sending whole paragraphs. This way, you can adapt to the customer’s comprehension level, or they can tell you sooner if you’re talking about apples when they meant oranges.
#LiveChatTips #LiveChatAgents
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