3 Helpful Tips for Live Chat Etiquette

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Live chat is a great communication channel, and the preferred choice for many customers when engaging with a company; some of the appeal has to do with its ease, simplicity and brevity. When agents are appropriately trained in live chat etiquette, and have access to efficient scripting tools, they are much more likely to have a successful interaction with a customer.

In a paper published by TELUS International, the company asserts that avoiding customer frustration and brand damage should be top of mind for companies when training live chat agents. Often, customers choose live chat because it’s easy and quick; if your live chat interactions are forcing customers to put forth a lot of effort in their engagement, then your company isn’t realizing the full potential of this communication channel.

To bolster its argument for minimizing customer effort, the report cited a 2010 Harvard Business Review article where the case was made that “delighting customers doesn’t build loyalty; reducing their effort—the work they must do to get their problem solved—does.”

So, how do live chat agents reduce the customer’s effort when choosing this communication channel?

1. Keep It Brief

Reducing customer effort begins with your agent’s greeting. The greeting sets the tone of the conversation, so if it’s long-winded or muddled, your agent is placing an undue burden on the customer. Once the conversation has commenced, keeping responses to the point is key to providing a positive customer experience. As mentioned earlier, being brief doesn’t mean being clipped. The goal is to provide enough information to the customer in an efficient, yet courteous, manner.

Keeping it brief is especially important when working with a frustrated customer. A simple “I’m sorry” has more impact than a convoluted, over-worded apology.

2. Make Sure It’s Concise

Concise wording will lessen the chances of misunderstanding, and providing clear answers reduces the customers’ effort. Remember that customers prefer live chat because it’s efficient, so training agents how to properly write out responses that quickly get to the heart of the issue, and using proper and robust Live Agent Scripting, are key components of efficiency.

3. Read First, Then Respond

One common problem identified by TELUS is that agents will provide quick answers without first taking the time to read or fully understand what the customer is asking – this is an efficiency killer. Whatever the reason, agents need to take the time to read what the customer has written and then respond with an answer that provides a quick solution.

Once the issue or question that the customer is getting at is identified, the agent can then provide a brief, yet concise, response that moves the conversation forward without requiring the customer to put forth much effort. This is made even simpler when using powerful scripting tools that can help the agent to stay on track and keep the engagement flowing smoothly.

This article was written by Jodi Beuder of MHI Global. Are you interested in submitting a guest blog post? Please contact us!

This article was originally published November 2, 2015. 

1 Comment

  • Suvashree Bhattacharya says:

    Thanks for sharing this nice article. Here you have missed one important point. Support agents while chatting with customers should not make any grammatical or typo error.

    But there are times when the live chat support team needs to provide the same answers to different customers like about pricing, shipping policy etc. Typing the same reply again and again not only increases the response time but also there is a chance of making typo errors.

    ‘Canned Responses’, an advanced feature of several live chat software helps you to deal with such problems. With this feature all you need to do is to type the reply once, save it under few keystrokes and reuse it during the live chat sessions. It will definitely improve the quality of your customer support and thereby conversions.

    To know about how it can benefit you, you can check out my latest blog article here: https://www.revechat.com/blog/create-canned-responses-for-faster-live-chat-support/

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