12 Important Tips Every Customer Service Team Should Know About Live Chat

12 Important Tips Every Customer Service Team Should Know About Live Chat

Good customer service teams can help maintain healthy customer relationships and build back any trust that may have been lost due to a poor experience. Conversely, a bad support team can have the opposite effect, leaving customers feeling like their money could have been better spent elsewhere.

Properly training customer service teams to handle the myriad of issues that can occur will help customers maintain a favorable opinion of your company and keep them coming back again and again. To help you do this, a panel of Young Entrepreneur Council members share the best advice a leader can impart to their staff while training on one of the more popular modes of customer support—live chat.

1. Read For Understanding

Read the customer’s question before copying and pasting from a script. Nothing sets a negative tone in live chat discussions faster than copying and pasting from a script asking for information that the customer already provided in their original question or preceding message. Read first and then respond so customers don’t have to repeat themselves. That shows you actually listen and care. – Jonathan Prichard, MattressInsider.com

2. Put The Customer First

I want my customer service staff to have a people-first attitude, and we thoroughly train them for it. The main motive behind setting up a customer service department is to help our customers find the solution they need. So it’s our duty to put the people first even if it means we need to go an extra mile. – Thomas Griffin, OptinMonster

3. Be Fast And Direct

The significant points of that job are responding quickly and having a great deal of patience. You also want to work on the staff’s ability to write succinctly and clearly. The faster and more direct their responses are, the faster they can deal with the customer and move on to other tasks. Customers also appreciate timely resolutions. – Salvador Ordorica, The Spanish Group LLC

4. Try The ‘Hey, Gorgeous’ Technique

I recommend the “Hey, gorgeous” rule to help support staff write friendly and helpful responses. It goes something like this: If the sentence you are typing could start with “Hey, gorgeous,” then your sentence is great. If that feels off, then rewrite it to line up with how you’d talk to someone you were friendly enough with to say that to. It also helps eliminate any condescending tones in a response. – Nathalie Lussier, AccessAlly

5. Avoid Pre-Planned Responses

My best advice is to avoid canned responses. It’s important to sound like a real person who is genuinely interested in helping the customer, and not like a robot. This can be difficult when you’re dealing with a high volume of chats, but it’s important to take the time to read each customer’s message and respond in a way that is tailored to them. – Syed Balkhi, WPBeginner

6. Greet The Customer Right Away

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Greet the customer as soon as possible. You can follow it up by asking them to please give as much information as possible about their reason for contacting customer support in the meantime so that your team can get their question solved quickly when you return to assist them. When you are ready to take that ticket, the information will already be presented to you. – Mary Harcourt, CosmoGlo

7. Ask For Feedback

Using your site’s live chat feature, you can improve your customer service by asking for feedback at the end of every interaction. This could be a simple survey or a couple of quick questions. You may not receive an answer from every single user, but those who do answer will give you vital data about how to improve your live chat marketing strategy. – Jared Atchison, WPForms

8. Train For Common Objections

When we train new customer support staff, we give them a list of common customer objections. I tell team members to read over these objections and anticipate them coming up at least once a day. I found that this helped new employees better understand our audience and the benefits of our products. – John Turner, SeedProd LLC

9. Make Small Talk

To give great customer service while using live chat on your website, don’t be afraid to add personality to the conversation. It’s okay to make small talk during intervals of waiting, such as entering customer information or waiting for data to load. Small changes create a more personalized experience for users even through a screen. – Stephanie Wells, Formidable Forms

10. Know The Product Well

I would advise them to know the product or service we offer inside and out. They need to use it regularly, troubleshoot and resolve problems on their own. Many times, the customer may be facing an issue but they aren’t able to express the problem correctly. With proper knowledge, the support staff will be in a better position to identify problems and resolve queries faster and smoother. – Benjamin Rojas, All in One SEO

11. Treat Customers As Individuals

My one piece of advice is to consider each person and each situation as unique. So many of the live chats want to categorize problems into a specific area and give them a standardized approach. Customers smell that a mile away and feel like it’s them being brushed off. Every case is different, even though some have the same problem. Each customer needs to be treated as a unique case and have their chat be personalized. – Baruch Labunski, Rank Secure

12. Relay The Problem Back To The Customer

It may sound simple, but relaying the problem expressed by the consumer back to them can dramatically improve your customer satisfaction rating. When your audience has their issue relayed back to them, they know that your team is listening and wants to help them find a solution. – John Brackett, Smash Balloon LLC

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