Installing chat services applications on websites has become more popular in recent years. In fact, from the years 2010 to 2012 alone, there has been an increase of more than 20% in the number of sites that have added this software, and that number continues to grow. The main purpose behind this move is to improve customer support which in turn can result into more sales. With the tough competition between businesses, techniques that can bring in more customers are definitely being tried and, fortunately, chat services have proven their effectiveness in achieving this goal. Live chat services, however, are not going to bring in the desired results just by being placed in websites and assigning any one of your agents to answer your customers’ questions. Proper and efficient assistance is the key to turn your site visitors into loyal customers. To be able to provide that level of service, here are some tips that may help you.
When a customer clicks on the chat widget on your site, an agent must be able to attend to it within sixty seconds. If your agent is busy with another customer, you should at least program a message that will appear on your customer’s screen explaining and apologizing for the delay while assuring him that you will attend to him soon. If the customer is ignored, he might just leave your site and visit others, perhaps your competitors.
Address Your Customer Properly
Many sites will content themselves with calling their customers Ma’am or Sir. These may be polite and respectful, but customers want to feel valued and you can start that by knowing their first names or even their full names if they are willing to provide that. This will make them feel that you are interested about them and their concerns, and not just about getting them to buy from your site. Besides that, calling your customers by their first names will bring your conversation to a higher level of engagement. Remember to introduce yourself as well.
Hone Your Listening Skills
Avoid interrupting your customer while he writes his questions or concerns. Make sure that he has finished before you respond with the appropriate answers. By appropriate, this means that your answer must directly address his concern to show that you have listened and not just following a script. Show your interest by prodding your customer to talk more as this will also allow you to get more information about his problem and help you come up with the best solution for him.
You will always find yourself faced with a difficult customer, and for untrained agents this can result in a disaster if the agent loses his cool. Keep this in mind, arguing with your customer is a very bad idea. Whether you win or lose your argument, you will still likely lose that customer. Therefore, be patient and keep a warm demeanor as you continue to resolve your customer’s concerns.
Connect with Your Customers
Avoid using highly technical terms when explaining your products to the customers. It may be acceptable if your customer is familiar with those terms, but some could be first time customers who have no idea what you are talking about. Such approach will leave your clients more confused than when they started the conversation with you. Hence, as much as possible, use laymen’s terms and ask your client if everything is clear with him before you continue.
All these tips can be learned by your agents with proper training. This is why it is essential that you design a good training program and ensure that your agents have passed it with flying colors before you let them handle actual conversations. With these tips put into practice, you can expect your chat services to come up with results that meet your expectations.