There are several different customer service channels available to customers, but the winner always seems to be the one that responds the fastest. Since web chat is both time-sensitive and personal, it’s often a customer’s preferred mode of contact. Here’s how to optimize customer satisfaction using live chat.
Make sure the chat is visible.
There’s a lot of information for visitors to look over when they’re on your website, but the live chat option should be obvious and easy to find. A pop-up window on the bottom of the page lets customers chat while still navigating around the website. Since the window is going to be small, make sure the font is large enough to read.
Only send an invitation if an agent is available.
Offering a live chat option at the right moment is key to engaging the customer at the best time. However, you should never invite the customer to a chat session if there isn’t actually a live agent available. Customers shouldn’t have to wait for help, especially if you reach out to them first.
Go off script.
Even though you want to maintain a certain level of professionalism, live chat conversations can lean toward the friendly and personal. The agent should introduce themselves and refer to the customer by name. Also, it’s okay to go off script if the customer asks detailed questions or if they’re upset and need the agent to show empathy.
Keep chat etiquette in mind.
Even though live chat is on the informal side, agents should still write in complete sentences; pay attention to spelling and grammar; and avoid slang. Paragraphs should be short and digestible, and technical speak should be avoided so that the customer can keep up with the conversation.
Make it quick.
Customers want their issue handled quickly on chat. Agents should make sure to respond swiftly whenever the customer sends a message. Conversation should be limited so that it doesn’t get in the way of solving the problem. Also, if the situation will take too long to troubleshoot on live chat, the customer should be given an alternate solution, like self-service or the number to the right department.
Live chat is helpful for customers who need to multi-task or want to get fast service. In order to deliver the service customers deserve, it’s necessary to know what they expect.
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