Here are four ways to improve your live chat services and customer experience.
In today’s marketplace, you can not be content with only talking to your customers during a sale. Communication with them needs to happen quickly and naturally, especially when they have a question or issue, 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 customer experience.
Use A Pre-Chat Survey
A pre-chat survey does two critical tasks. First, it gives your customers something to do while your agent prepares to help them. This way, they don’t feel like they are sitting on hold. Second, it lets your agent have a good sense of the issue before engaging 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 says in the chat. It is also essential 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 coming. When your agents respond, they should do so with proper writing skills.
Provide A Transcript
Once the chat is over, provide the customer a transcript of the conversation. The transcript ensures 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 they won’t miss out on the transcript if they get disconnected during the chat.
Contact TeleRep Today!
If you are ready to install a call center service for your business, TeleRep is here to help. If you still have more questions, our trained professionals are ready to answer them. We know how important customer feedback is to you and your business, so let them know that you care with an answering service. To learn how TeleRep can help you today, visit us online or give us a call at 1-800-638-2000. To keep up with our work and to see what we have been up to, be sure to follow us on Facebook, Twitter, LinkedIn, and Pinterest.