There is no wonder why live chat has become one of the most popular types of support for a large number of businesses, having in mind it provides the fastest and usually the most thorough responses. The customer satisfaction rate when it comes to live chat support in 2016 was 73%, which is more efficient than phone or email customer service.
Although live chat has transformed the way businesses communicate with their customers, simply introducing live chat support is not enough. Until your operators learn to use the chat software efficiently and practice required chat ethics, your business will be far from reaching the desired level of customer satisfaction.
In this article, we are showing you some of the most inappropriate behaviours of live chat operators that may radically decrease your customer satisfaction and therefore, sabotage your business. Read on and find out how to make your live chat agents your perfect ambassadors.
What Are the Live Chat Agent Worst Behaviours and How to Change Them?
#1 Not Giving the Right Answer
Providing a relevant response to customer concerns is vital for every live chat agent. You should be aware that unrelated answers won’t take the customer service experience in the right direction, so chat agents shouldn’t provide answers before going to the root of the issue.
Allow the customer to complete their concern, before you try to supply a solution. Although you may genuinely feel like helping the customer by being proactive, but customers may find it offending. After your customers are done asking a question, you can start offering suitable responses. In order to save customer time and efforts, try to be accurate and precise.
#2 Presenting Answers Poorly
When it comes to providing feedback for customers, it’s not all about the right answer, but it’s also about the way you present it.
Every credible customer service strategy should be based on the use of flawless grammar, spelling, and sentence structure. The flow of your thought should be simple and easily understandable, without technical terms or jargons. Remember that your goal is not to confuse, but to educate the customers about their areas of concern.
Avoid convolutions at all costs and double check the quality of your responses before hitting send.
#3 Answering Slowly
The reasons for slow answers can vary. Many a time, agents may face challenges in providing instant responses because of complexity of the concern, which is fine. However, if agents become laidback; it’s certainly going to hamper their answering time on chat that can cripple your business reputation. For faster responses, you can ask your agents to
- Use the proactive features, such as pre-chat surveys for data collection
- Use relevant media, including already made files, images, screenshots, videos
- Set shortcut keys for frequent operations
Finally, no matter what you do, try to stay away from automated responses as much as you can since they definitely aren’t a good solution to this issue. Instead, use carefully tailored canned responses that not only saves answering time, but also keeps up with the quality of the responses.
#4 Not Managing Customer Expectations
Even though your customers may expect an immediate response, a study performed by Gallup showed that there’s something even more important. While fast answers made the customers six times more likely to get highly engaged, the friendly and thorough ones provided nine times greater chances of full client engagement.
In fact, half cooked answers are an immediate turnoff for most customers as they are not what a customer is expecting from your customer support. As this study has shown, it is obvious that the wait time is not the most important requirement. What’s more significant is to address the customer expectations but providing them with accurate information. You should unambiguously point out:
- the predicted wait time for a thorough response
- the customer service working hours
#5 Resembling a robot
Until robots take over the role of live chat agents, you should definitely keep the human aspect of your personality when talking to customers.
A study performed by Pennsylvania State University showed that the customers tend to be happier when they interact with the agents that use emojis in their conversations.
Therefore, instead of acting like you are a software extension, as an agent, you should be not only informative, but also attentive, understanding, and empathetic. Keep the conversation tone friendly.
#6 Not Being Helpful
Sometimes, the customers that reach out for live chat won’t have the clear idea of what they want. That’s when you’ll be more than welcome to give them a suggestion, an alternative, and even a warning. In accordance, if you fail in making them feel like they can trust you and count on your help when looking for a perfect solution, you will fail in retaining them, which will affect your business in a wrong way.
Remember that the difference between losing and retaining customers usually lies in your quick but effective answers to the questions that commonly aren’t that difficult to solve, such as:
- What product would be a more convenient option
- What versions of a product they can choose from
#7 Not Having a Meaningful Chat
Even though a live chat agent should be able to solve the issues that customers have and help them make a decision, you should think beyond it. You are helping the customers overcome the obstacles so that they can become loyal to you in the future. In accordance, try to turn the dual mode on and deepen your communication – apart from helping them, you should also try to use suggestive selling techniques.
This way, by providing help, you won’t only be supportive, but you’ll also promote your business and therefore, show excellent customer service skills that will lead to retaining a larger number of customers.
How to Avoid Lousy Customer Support and Make Customers Happier
In order to provide a quality live chat support system, you should make sure the live chat agents understand your business values and have a thorough knowledge of the topics they’re discussing with customers.
The operators that don’t possess relevant knowledge and adequate communication skills may significantly affect the customer interest in your brand. Hence, don’t hesitate to invest in training and educating your operators to provide the best possible results – your customers will appreciate it.
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