Live chat is an essential tool for contact centers aiming to improve customer engagement with an active online presence. Chat has been around for over a decade, but only in the last few years have companies realized its true potential.
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Having live chat is now a standard feature for most companies looking to talk to customers in real-time. Chat is a conversational tool and performed in real-time, but it also requires strong writing skills. This means, agents need to encompass both phone and skills simultaneously in order to be successful at chat. So, as companies embrace live chat can we confidently say that contact centers have become masters at it yet?
A little bit of help never hurt! Here are 5 simple steps you need to be cautious of when trying to be successful at chat support. How often have you experienced a miscommunication when texting with a friend simply because you read too quickly or jumped to conclusions?
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It happens all the time. Top Contact Center Trends in However, handling too many chats can keep your customers waiting too long between replies.
An agent with pristine phone skills understands master chat importance of repeating a customer request or concern. This shows customers that you clearly understand and acknowledge their issue.
When master chat customer feels understood they tend master chat relax — not to mention it develops a sense of rapport between the chat agent and customer. As we definitively pointed out in the first point — a misunderstanding can happen very easily over chat. Just like SMS, chat responses tend to be short, incomplete and quickly-fired.
For this reason, tone can be difficult to decipher, so choose your words carefully. Using positive language to develop your tone can avoid a chat catastrophe. We suggest sticking with a compassionate yet informative tone.
Another good rule of thumb is to use an emoticon when your tone might be unclear J. A post-call survey offers many benefits! Specifically, it provides you with an opportunity to evaluate performance and make adjustments.
The key here is to make surveys simple and short. Make sure you ask no more than 5 multiple-choice questions using a five-point scale for answers. The last question could be an open-ended message where customers can express specific problems or suggestions.
Call Center Trends in As Zig Ziglar says. The only thing worse than training employees and losing them is not training them and keeping them. All rights reserved.