Following proper etiquette in chatting should always be observed just like when you are using or speaking over the phone. This will lead to poor customer satisfactions if not followed and executed properly. Even if your agents are using a live chat tool, they should still always remember to give and demonstrate the best behaviour they have while assisting customers.
Here are the 6 most common best practices that you can share with your live chat support agents once they start chatting:
Be Always Ready
No one knows when a chat box will pop-up on your screen. So always make sure that you are ready to assist customers by setting-up your tools and system ahead of time.This will ensure that you are confident and ready to work. A live chat agent should also be focus on everything he does.
Greet Your Customers
If the chat was initiated by the customer, you can always use canned messages in greeting them. You just need to be careful in choosing the appropriate greetings to avoid any problems. Even if you are assisting through chat, always try to smile to lighten up your mood and personality.
Listen to Them
Though it is a live chat, active listening and reading should always be observed while assisting customers. This is to ensure that you will provide the correct solutions and recommendations for their concerns. In addition, your customer will also feel that you really value them and you are more than willing to help them.
Try to at least use the customer’s name at least twice while on the chat. This will give a personalized approach to them and they will also feel that they are not talking to a robot that will just provide automated responses.
Provide Resolutions as Quickly as Possible
Learn how to value their time. Try to at least solve and answer their inquiries as soon as possible and avoid being delayed in responding to their needs. Live chat should always provide immediate assistance to your customers to enhance customer service experience.
Offer Additional Assistance
Just like assisting over the phone, always ask your customers if they need further assistance. You can always optimize the usage of your website by assisting them in navigating it and informing the important tabs and links they can check for reference. You can also offer to send a copy or transcript of the live chat on their mail address so they can always refer to it if they experience the same problem.
Showing these best practices while chatting and assisting customers through live chat can always make them satisfied and happy. Providing the best customer service should not be only demonstrated over the phone or email, but also in chatting. So going the extra miles for your customers will surely make your business and company on top of the competitions.