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How to Successfully Chat With Customers

October 10, 2014 Patrick Reynolds

Live Chat is the latest trend that is used by companies to help their customers. Providing customer support through live chat should be done with extra care. You need to pay special attention towards several important facts in order to satisfy customers with their concerns. From this article, we will let you know the method that you can follow in order to successfully chat with customers.

Take ownership of the conversation – Once a customer initiates the conversation, you need to take ownership and keep it flowing towards a defined resolutions. You can use specific questions instead of general questions to maintain the smooth flow. This will assist you to provide a quick solution to the customers with their concerns as well. At the end of the conversation, you need to summarize everything in order to make sure that you have not left out anything. Moreover, you need to maintain politeness throughout the entire conversation.

Be helpful – You need to be helpful to the customer from the beginning of the conversation to the end. If the chat is not helpful, potential customers will not tend to use your services and you will miss a sale. You need to listen carefully to the concerns of the customers and provide the appropriate solution. You should also know when to escalate the customer concern to the next level. You should also respond immediately to the messages sent by customers. Using a proper script can assist you with quick replies.

Communicate professionally – Professional communication is an essential aspect that all the live chat conversations should have. You need to pay special attention towards spelling, punctuation and grammar. Moreover, you need to think twice before using jargons or acronyms. Your customer might not be familiar with them. You need to build credibility, trust and rapport with customer throughout the conversation. It is recommended to stay away from conversations that can give life to a negative light.

Show your expertise in subject – Customers who initiate a conversation through live chat think that all the agents are experts with the service. You need to show your expertise to the customers and build trust in their minds. You can also share knowledge with them which and make sure that they tend to seek your services again without any hesitation.

Multi task seamlessly – Agents who offer help through live chat will have to multi task and chat with more than one customer at a given time. You need to switch between those conversations in a seamless manner and make sure you provide an accurate service to all the customers. Agents can seek the assistance of tools like sales gen system, knowledge base and CRM to provide this seamless service. Moreover, you need to have a basic understanding about the services that you offer to the customers. This can assist you to provide a quick solution to the customers with their concerns.

Patrick Reynolds

Patrick Reynolds is the VP Partner Strategy for Etech Global Services and has 19 years of experience while working with Etech. Patrick has held variety of Leadership positons at Etech. His responsibilities at Etech includes leading Etech’s chat operations in the 4 Texas and the 2 India based locations.