How to handle live chat support
Certain things need to be taken care of while handling live support chat. One of the main advantages of live chat is that it adds that personal touch to the website, which can result in increased customer interest, which in turn will result in increased sales. So, it is very important that it is handled with utmost sincerity rather than having it on your website just for the sake of it!
Convey warmth to the customer
Friendliness is the key while interacting with customers. Even though you are working in a business environment, there is no harm if you use the customer’s name a few times during the conversation. That helps in conveying the warmth to the customer. A "Please" or "Thank you" is worth it.
For example, if a customer asks a difficult question which you cannot answer instantly, instead of writing something like, "Tough one!", you can always put in a little more effort to write "Good one, Chris. Please hold on for a few while I check it out."
Do not make the customer repeat
Try your best not to make the customer repeat. It might give a feeling that you are not being attentive. However, if you need to ask the customer to repeat, then make sure that you apologize for making him repeat.
Convey verbal communication using emoticons
Live chat is purely text, and the customer is not face-to-face with you. Words can easily be misunderstood for their literal meaning, and the customer might also misinterpret your words and think that you were rude. So, you need to express and emphasize what you want to convey. Emoticons can be used in order to achieve this wherever appropriate.
For example, a customer who is happy with your service and appreciates you might write, "You rock." A reply like only "Thank you" might send out a feeling that you are hardly interested or acknowledging the appreciation. You can always add an emoticon, for example, "Thank you, Peter. :)" It makes a huge difference.
Be well spoken
Your words and attitude depict your knowledge, intelligence and personality. So, it is always nice to be well spoken. Make sure that you frame the sentences properly, avoid spelling mistakes and use the right words. These things might not matter too much when you are having a talk, but they do matter a lot in written communication. Being polite doesn’t hurt either.
Use canned messages wisely
Having pre-defined replies for common questions can save you a lot of time. But make sure that they are relevant, framed properly and answer the query completely. Otherwise, the customer will easily figure out that you are sending him canned messages. Do remember that the customer is there on live chat because he needs a human response.
If you are using canned messages, make sure that you do not repeat them. If you have to use the same canned messages time and again, then that means that there is something wrong. Try to rectify the problem.
Keep it short and simple
Chat as you talk. Use simple language. Nobody is judging your vocabulary skills. Do not engage customers in long, unnecessary details. They are not here for a manual. Communicate through short sentences but make sure that the complete message is conveyed.
Be quick
Be quick in your responses. Nobody likes to wait for ages to get a response. Use of canned messages might be handy here, but be intelligent in using them.
Keep the customer informed
Do inform the customer about what is happening. Sometimes you might need a while to figure out the problem or the solution. Let the customer know what you are working on.
Do not use one-word replies or Internet abbreviations
Refrain from giving one-word responses. Doing so conveys that you aren't interested. Also, avoid using abbreviations as we do over the Internet or while text-messaging. Take the time to write the complete word.
Know your product
The people handling chat should have sound knowledge of their product. They should be able to answer the questions fielded by the customer. If they can't provide a solution, they should suggest alternatives and guide the customer in how to find a solution to the problem.
Solve the problem
Most importantly, try your best to solve the problem quickly and effectively. If you cannot solve it, then make sure that you guide the customer to the right channel as mentioned above rather than fooling around and pushing the customer to various support levels. After all, the customer is here to get the problem solved. As long as you can do that, small mistakes are acceptable.
Be calm and patient
Customers can get impatient at times. Try to understand their frustration when they are facing a persistent problem or being kicked around through various support levels. Be calm and patient. Remember that there is no business without customers. But that doesn’t mean that they can be abusive. If things start going over the roof, you can always end the session politely. Also, you might not be in a great mood because of personal problems while handling the chat, but never let that show in your conversation.
Have a good parting message
Last but not least, it is good to have a nice canned message which you can say at the end. Not all customers will be interested in prolonging the conversation with you as they might have other things to do. In such cases, you can use this quick canned reply so that they have a good impression before they leave the site. In other cases, you can take the time and write messages tailored to the situation before the customer leaves.
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