How Agents Can Ensure Successful Customer Service Chats
Now that you are familiar with the Chats section, you can now do your first chat. There are some things you need to remember when dealing with customers.
1 - Preparation Is Key
This is necessary when it comes to your ability to answer your customers’ questions as well as your knowledge of the product(s).
2 – Concentration
It’s important you keep focused on the matter at hand. If you are to solve a customer’s case, you need to give them short, concise answers right away.
3 – Stay Calm
Should something go wrong at some point – and chances are good that it’ll happen from time to time – then admit the mistake, apologize and continue to try solving the issue. When you have doubts, there is just one question to ask yourself, “Will what I do make my customer happy?” When you stay focused on the customer, you’re bound to have better results and can cope with difficult-to-handle situations.
Increase The Overall Satisfaction Of Your Customers
When you’re engaged in a live help chat, there are several factors that ensure there is outstanding customer service.
1 – Response Time
One of the easiest ways to better a customer’s experience is to shorten the response time. If your customer has to wait several minutes for each answer to their question, they’ll regard that has a bad experience. Ensure that the response time you give the customer is the quickest one possible. They’ll be most appreciated of the experience.
2 – Canned Responses
This is the easiest way to give customers a large amount of text. The canned responses can be recalled by pressing the hash key (#) and the tag for the particular response you want, regardless of how long or short it is.
If you find yourself using a specific response to the same question, add that to the canned response list. After all, it’ll be convenient for later Live Help chat sessions.