Live Chat Tips to Help You Chat Professionally

Why use Live Chat in the First Place?

Live chat is an integral part of good customer experience because it allows you to seamlessly connect with your customers in real-time, directly on your website. This unique set of characteristics distinguishes chat from all other contact channels and can positively impact your business’s success. Chats have become a hugely popular and effective way to interact with your customers.

• Improves the support experience for customers
• Helps with customer acquisition and on-boarding
• Lets your agents build instant rapport with customers
• Boosts your customer service team’s productivity

First impressions are everything. This is true when meeting new people or talking to someone over the phone for the first time. So why would it be different for online chats? Check out our blog , Effective Ways to Humanise your Online Chats, for more information.

Tips on Chatting Professionally

Speak in a Way That Is Accessible to Customers

There is a fine line between speaking with customers in a way that is familiar and friendly but also keeping it professional. Being professional does not mean that you should be excessively formal. Speaking with customers in a way that is friendly and approachable will make them feel like your brand is relatable.

Prioritise First-Contact Resolution

First-Contact Resolution (FCR) is also sometimes referred to “one-touch” cases. This single number reflects both the efficiency and effectiveness of your service reps, so it’s no wonder that teams put this KPI up on a pedestal. The main advantages of prioritising FCR is time efficiency from a productivity perspective but arguable more important is the reputation of fast and effective problem solving, empathy and great customer service for your customers.

Use Positive Language

The chances that users are starting up a chat because they have an issues or are frustrated is quite high. By using positive empathetic language the users feels a sense of being listened to and you understand their need to help them as best you can. When you can’t provide something customers want, place emphasis on the solution.

Phrases to avid are:

• I dont know
• I cant
• No
• Its not my/our fault
• Iv already answered that
• It’s not available right now

etc..

Instead provide solutions in your answers, by using:

• Great question, let me find that out for you now
• This product will be available within XX weeks. I can place an order…

Collect Relevant Information

Making use of relevant customer information is one way to make yourself an expert in each and every customer. Have your live chat agents reference the pre-chat survey as well as information on the customer’s account or in their chat history when possible before asking customers for more information.

At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support.  Contact us today to see what we can do for you.