No matter how casual it sounds, live chat for business still resides in the professional area. The purpose of live chats is to quickly and effectively answer customer queries, upsell customers and develop a rapport with them. There is a thin line that divides professionally friendly chat and sloppy, ineffective chat. Here are a few etiquette guidelines about live chat for business:
1. Observe Proper Grammar and Avoid Text Speak
As a professional live chat agent, SMS shorthand such as substituting “u” for “you”, “wut” for “what” and “w8” for “wait” for example, are unacceptable. This would decrease the professional reputation of a business. If they can’t spell well, how will they address your concerns?
2. Name Exchange
This is the part that adds the human side to live chat. Exchanging names gives the impression of friendliness. While the live chat agent may not provide his or her real name and the customers may not provide their name at all, including the name a name when the live chat agents introduce themselves is important.
3. “Positive is Neutral, Neutral is Negative”
This is the rule of thumb in polite conversation. Live chats should be as positive and friendly as possible. Gratitude must always be expressed when the query is successfully answered.
4. Straight to the Point
Engaging in a live chat conversation must be maintained to the necessary concerns only.
How do You Make an Effective Live Chat Experience?
Live chat for business makes the customers feel like they are in charge. This kind of satisfaction that customers get contributes to the long-term health of the business, regardless of the nature of the business. The very essence of the importance of live chat functionality is that it develops a real connection with the customer in a way that they do not feel threatened. Depending on the quality of live chat service, the business would leave an impression on the customers causing them to avail of a business’s service one more time or to recommend the products or services to their friends and colleagues.
Live chat for business also keeps transcripts. This is important in assessing customer mood and the level of satisfaction. The transcripts will effectively provide data that will be helpful to determine what is or what isn’t working for the business. Like a survey, live chat transcripts would help business analysts monitor the customers’ opinion and feedback and see the fluctuating trends in the market on the level the business is familiar with. Business owners and staffs could easily gain an insight about the most frequent questions and problems customers have. Additionally, businesses can effectively monitor in which area their staff excels and needs more training.
A live chat experience should be courteous and if possible, enjoyable for the customer. Questions must still be answered quickly. It would be easier to upsell a customer with an enjoyable live chat experience.
So how do you make an effective live chat experience? Did you know that 45% of live chat customers in the United States simply abandon their live chat window when their queries aren’t addressed quickly but still, 83% of them need support when buying online? Live chat for business is an investment. It must produce gains more than the business paid for it. An effective live chat conversation must be concise. Customers are not looking for a friend, they’re looking for answers. While a friendly tone is a must, a short, honest and helpful answer is the best. Jokes and slangs must be avoided as the business is dealing with different kinds of customers from different social backgrounds.