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Live Chat Link Account Number: 67117873
Online support chats are not any different than e-mail when it comes to communicating with courtesy, knowledge and understanding. There is a human being on the other side of your screen there to serve you and respond to your inquiries.
Courtesy NEVER goes out of style and there is never a situation where it cannot be used to foster better relationships and communications. Keep in mind when you use a Website’s support chat that just because that service is offered to you doesn’t mean you should lose sight of the human being on the other side.
1. Attitude and tone matter!
1. Attitude and tone matter!
Your attitude and tone while serving a customer is absolutely critical. Although the customer cannot see your face or hear your voice, words can convey a lot of meaning. Don’t be sarcastic. Make sure your sentences sound cheerful and polite. Most importantly, remember you are trying to solve a customer’s problem and a positive attitude will help alleviate their worry.
2. Language matters!
2. Language matters!
First, you should try to mirror your customer’s style of speaking. If they are speaking formally, so should you. If they are being conversational, take a moment to ask about the weather or simply how they are doing. Become a verbal chameleon. But remember, when in doubt, be formal.
Second, some of our customers have little knowledge about HFSS. Do not lose them with jargon. They might not understand “perpetual” or “withdraw”. Use “HFSS language” only to the degree in which they can relate.
3. Be prompt AND get it right!
3. Be prompt AND get it right!
If your customer requests a chat it is important to respond quickly. And if you need to finish something else before helping them, take a second and say “Hi” or “Be right with you.” Once you have initiated the conversation you must remember it is more important to take your time to really find the correct response than rush out a half-baked one.
4. Empathize with your customers!
4. Empathize with your customers!
Remember that you are trying to help solve a problem for the customer. Make their problems your own.
5. Be personable and personal, right from the start!
5. Be personable and personal, right from the start!
If you can see the name of the person you’re chatting with, use it. A “Good morning, Samantha, what can I do for ya?” will go a long way towards relaxing the visitor who may be tense about talking to a stranger, especially when they are having trouble with something and are asking for help.
6. Take it easy with the templates.
6. Take it easy with the templates.
Templates are an indispensable tool for chat however we have to personalize the experience. Being human is so much more effective. Feel free to take a few seconds and edit the template.
7. Just ANSWER THE QUESTION!
7. Just ANSWER THE QUESTION!
Think of it like sex education, don’t say more than you need to say. Solve their problem without feeling the need to sell them on something they aren't asking about. People who chat don’t need much fluff, and that shouldn't be confused with personality.
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