7 Must-Follow Etiquette Tips To Ensure Customer Satisfaction During Live Help
The chat service offered by Livehelp.com is a powerful instrument that numerous companies – large and small – use to ensure their websites are user-friendly. While the chat service is regarded more for its ability to better online customer service, it can also help with keeping users engaged and increasing sales.
7 Important Etiquette Tips To People To Use Live Help Correctly
Now, when you use the Livehelp chat service, there are several important tips you must keep in mind to ensure the experience is a pleasant one.
1 – Give Names
The most basic tip of all seven for the involved parties is to give each other’s names. For the chat representative, this is so important because people often feel they’re not talking to a live person when engaged in a chat conversation. One way to start the chat includes: “Good day. My name is David. Who do I have the pleasure of speaking to today?” This gives the chat a little more personal touch that can ensure both parties have a fruitful Live Help session.
2 – Be Friendly
When talking on Live Help chat, it’s important to be friendly (this goes for both the business representative and customer). Make sure the communication stays positive, which can be difficult to do. According to various studies, people will react in a negative manner even when the sender hasn’t meant to steer it that direction.
Remember this little phrase, “positive is neutral and neutral is negative”. When someone has answered a question for you, be sure you say something positive about it such as, “Thank you for answering the question. It’s most appreciated.” If you answer with a simple “thanks” or “okay”, it comes across as impolite.
3 – Miscommunication Is Common
When it comes to chatting online, miscommunication is quite common. There are three things to keep in mind to ensure there is no miscommunication.
- You should never try to be sarcastic. While joking around is an effective way to lighten up the serious tone in a chat, the problem stems from the fact that sarcasm can be misinterpreted.
- When it comes to Live Help, each party has their own agenda. The customer needs information and wants their questions answered. The agent is there to help the customer get what they need and ensure the user has a satisfying experience. When you know what the party is looking for from the chat, there can be no miscommunication.
- Don’t joke around on during a Livehelp chat. Like sarcasm, jokes can be misconstrued in a way not meant to be. In fact, some people may see a joke as an insult, which could make the chat season become a negative experience. Therefore, don’t joke around when in a Live Help chat session. Even if you mean it in good fun, it may not be seen that way.
4 – Put Attention On Answer, Details Later On
When it comes to responding to customer inquiries, it’s best to be as in-depth as possible. When you do, it shows that you genuinely care about the customer and are making an effort to help them. It’s best to respond in a polite, concise manner without adding more details to the equation unless it’s absolutely necessary. Consider the two examples of a Live Help session – which one would you rather have?
- Visitor – “Where can the checkout page be found?”
- Agent – “On the navigation bar, it’s at the top right hand of the screen.”
- Visitor – “Where can the checkout page be found?”
- Agent – “It’s interesting that you ask but our checkout page can be found by clicking on several links on the website. If you scroll up to the website’s header, you’ll see a sign up link. You can also find it on the features page as well as on the navigation bar to the right.”
If you see in example two, the chat representative is both supportive and helpful but wordy. The representative isn’t giving the user a straight answer, which may cause the user to decide to go elsewhere. Details are good, but when it comes to Live Help sessions, the shorter the answer, the better off everyone is.
5 – Dealing With Questions Regarding Competition
Everyone is familiar with the old saying, “If you have nothing nice to say about something or someone, don’t say a word at all” also applies to Live Help chat sessions. Customers will ask questions about other companies’ features and prices. The reality behind these questions is that it’s fair for them to ask. After all, it’s something they are concerned about.
This is not the time you should start bashing the competition. Rather, put attention on your product’s benefits, not on the shortcomings of the competitor’s products. Customers need to understand that the Live Help representative is there to assist them in every way possible.
However, what people need to understand is that company agents don’t like the idea of sending prospective business to competitors.
6 – Don’t Yell (CAPS LOCK)
When you go into a store, you don’t yell at someone to get your question answered. After all, you’re not going to get the interaction you want. Well, the same situation applies to Live Help chat sessions. When it comes to the customer representative, shouting at customers often means getting fired. Nobody wants to be yelled at, even if they want their side of view heard. People don’t like being yelled at.
- Customers: It’s reasonable to assume you’re upset and aggravated, and need a little help.
- Agents: When customers yell at you, politely ask them if they accidentally hit their caps lock button.
7 - Spelling and Grammar Are Necessary
Look at the Live Help setting as a business engagement, not a friendly text message to your friends. Talk to your visitors on Live Help as if you’re going to send a business email to a co-worker. Stay professional, and be mindful of the spelling and grammar mistakes.
When you keep these seven etiquette tips in mind when using Live Help chat, you’re going to experience a much better session that proves to be both successful and productive.