Live chat services can be an essential customer service tool, but only if your agents have the necessary chat skills.
In today’s marketplace, you can not be content to only talk to your customers during a sale. Communication with them needs to be something that happens quickly and naturally, especially when they have a question or issue that they need you to address. Live chat services can be a great way to do this, especially since many customers prefer not to talk on the phone. However, it can do more harm than good for your brand if the agents on your end don’t have the chat skills they need. Here are four ways to improve your live chat services and improve your customer experience.
Use A Pre-Chat Survey
A pre-chat survey does two critical tasks. First, it gives your customer something to do while your agent prepares to help them. This way, they don’t feel like they are sitting on hold. Second, it allows your agent to have a good sense of the issue before they engage with the customer. However, your agents need to read the survey information. If you make your customers repeat everything they said in the survey, they will feel like you don’t care about their time.
Pay Attention And Have Empathy
Just as your agents need to pay attention to the information provided in the pre-chat survey, they should also pay attention to what the customer is saying to them in the chat. It is also important to make them feel important and like you care about their problem. If your agents lack empathy, your customers may be less likely to come to your company for help in the future. When they feel like you and your agents are invested in solving their issue, they will have a stronger relationship with your brand.
Respond Quickly And Professionally
Agents should also swiftly respond when messages come through to them, with an average response time of 10 seconds being ideal. A typing indicator is an excellent way to let customers know that someone has read their message, and a response is on the way. When your agents respond, they should do so with proper writing skills.
Provide A Transcript
Once the chat is over, provide a transcript of the conversation for the customer. The transcript ensures that they won’t forget important information from the chat once it ends. Many businesses give customers the option to have a transcript emailed to them after the chat disconnects. This is one solution, but allowing them to opt-in at the beginning ensures that if they get disconnected during the chat, they won’t miss out on the transcript.
Call Center Services From TeleRep
TeleRep knows how important customer feedback is to your business. We are well known for our professionalism and excellent customer service when dealing with your valued customers. Let your customers know you care, right now, with an answering service. To learn how TeleRep can help set your business apart, contact us online or give us a call at 1-800-638-2000. To see more examples of what we’ve done, follow us on Facebook, Google+, Twitter, LinkedIn, and Pinterest.