Interacting with customers requires a variety of skills, and each interaction channel has different requirements. For example, with phone communication, customer service representatives need to be patient and empathetic, while Live Chat requires advisors to handle multiple chats simultaneously, using a different language.
1. Creating the best initial impression
You’ll never get a second chance to make a first impression, so cherish the opportunity to interact with customers for the first time. Although customers may not hear or see you, they can still sense your attitude through your interactions, language, and tone of voice.
Here are some factors to keep in mind when chatting with customers:
- Be cheerful and polite: Even if you’re not feeling great, you shouldn’t show it to the customer. Always try to be cheerful and polite. Your positive attitude can help reduce their anxiety when they’re facing issues.
- Avoid sarcasm: Remember that customers are still your customers, no matter what. Never show sarcasm towards them. Show that you’re always ready to assist them.
- Avoid informal communication: Use complete sentences and formal language when chatting with customers, even if it’s not mandatory. Customers will greatly appreciate this approach.
2. Establishing a common language with customers
Adapting your conversation style to match the attitude and tone of the customer is incredibly important. For example, if the customer is chatting in a friendly and approachable manner, you should respond to them in the same tone. Conversely, if the customer is somewhat demanding, you need to demonstrate that you are taking their concerns seriously and assisting them in the most professional manner possible.
Of course, to establish a common language with customers, advisors must be truly adept and flexible in every situation.
3. Limit the use of jargon
When chatting with customers, many advisors make the mistake of overestimating the customer’s knowledge about the product or service. Always be ready to guide customers through the basics, using easy-to-understand language, and make sure the customer fully understands the issue before moving on to the next steps.
4. Be honest with customers
When receiving a question from a customer, if you believe that product A would be the best choice for them, but product B is more expensive and brings more benefits to your business, which product would you recommend to the customer?
Remember, nothing is worse than lying to customers, especially when it comes to their benefits. Advisors should provide objective and honest opinions so that customers can rely on them to make decisions. Especially when a customer asks you about something you don’t have an answer to, respond truthfully that you don’t have the exact answer and refer them to another advisor who can help.
5. Leverage customer information
Live Chat is truly a fantastic channel for customer care and support. It provides you with all the basic information about customers that you need: where they come from, how long they’ve been on your site, what sections they’ve viewed, and more. Moreover, with customers who have interacted before, advisors can leverage chat history to avoid repeating previous questions. This may seem like a small detail, but it can leave a strong impression on customers.
Personalizing every interaction with customers is no longer difficult when you make good use of what Live Chat has to offer. This helps satisfy them and reinforces their loyalty to the business.
Live Chat is increasingly being used by many businesses as an extremely effective channel for customer care and sales. Customers are demanding more attention and support, quickly and effectively. Utilizing the features of Live Chat as well as equipping advisors with the necessary skills will help businesses interact with customers most effectively.
