Don’t you worry about how you come across to your real life customer or leads?
You should take equal or more care about how your live chat interactions.
So, let’s talk about having the right live chat etiquette.
If a business doesn’t have the right professional live chat etiquette, you can firmly say that its doomsday clock has already started ticking.
During live chat, you don’t have the tools of direct face-to-face communication such as charisma or even a firm handshake..
In this situation, your live chat etiquette could decide if the interaction goes forward or side-ways.
Live chat is your front-line sales team
With live chat is replacing cold calling, most businesses are starting to rely on their 24/7 live chat to engage prospects and generate leads.
In this sense, your live chat agents can take-on the role of a salesperson for your company.
And, a highly successful salesperson has one critical skill above all else…
They are always easily likable and memorable. This makes the prospect to pay attention to your sales pitch, which in-turn helps them close the deal.
With live chat becoming your businesses’ virtual sales persona, your live chat interactions also should be amicable to your customer.
With the increasing chat volume, it could quickly become tricky to maintain a professional but personalized way of interactions throughout the day. This requires you to know more than a few live chat etiquette tips that could come-in handy.
But, how can you achieve these skills?
The short answer is “professionally trained live chat etiquette.”
Let me explain.
Every live chat interaction should follow an unique tone and voice that’s specific to your business.
The right live chat agent should be trained on right ‘language and tone’ to maintain the right etiquette throughout the interactions. In this blog, we’ll look into the main etiquette for your live chat interactions and why it’s critical for your business.
Is Live chat etiquette easily applicable and scalable?
In the previous years, most businesses employed long rows of cold calling experts. who chipped-away the phone books that looked like a big log of wood.
Look at the imaginary scenario of a present day live chat agency.
This means that your live chat etiquette should be easily implemented across different teams and multiple chat agents.
If you aren’t careful,
- the live chat could easily repel your customer away rather than be a focal point of your business.
- it may not fulfill the true objective of augmenting the customer service or sales.
As we have seen, the right live chat etiquette can definitely help your business growth and/or engage with your customers.
Without further adieu, let’s consider the different ‘live chat etiquette’ tips to facilitate a better website experience.
Live chat etiquette for professional interactions
Try following these easy-to-follow etiquette during your Live chat interactions for instant improvements in sales results and customer service NPS.
- Test your greetings for maximum response.
- Frame the sentences optimistically
- Don’t assume customer issues as a given
- Avoid cut-and-dried interactions
- Ensure impeccable grammar and spelling.
- Ensure response time of less than 15s.
- Master a casual tone of conversation
- Be knowledgeable about product offerings
- End chat interactions amicably
- Finish by asking for NPS score
Now, let’s look each of these responses in detail.
1. Have a better set of Greetings
In most circumstances, a live chat operator may be tempted to go with “Hello Visitor” as a permanent template for a new greeting.
But this can quickly get old and stale. Instead, a website could have a greeting that’s customized to the time of the day. Also, the greeting could be customized based on the type of website. For example, if it’s an eCommerce website targeting millennial, the ideal greeting could be “Welcome sunshine”, which appeals to the taste of a millennial.
In either of these ways, you should ideally test your auto-responder messages for inciting better visitor response.
2. Frame the sentences Optimistically
With live chat being a purely conversational medium, there is a large stress on how the sentences get framed. In this sense, the difference between appearing cordial and indifferent could simply depend on the individual sentences.
Now, let’s examine a case of two sentences.
In the first case, the chat agents says “How may i help you?”. And, in the second case, chat agents pings “Is there something that i can do for you today?”
You can say that both these sentences convey exactly the same message. But they communicate the polar opposite in meanings.
The first one comes across as helpful sentence. But the second one communicates an indifferent tone. Needless to say, more customers are likely to respond to the second sentence.
3. Don’t take assumptions on customer Issues
In most customer service scenarios, there might be a number of recurring issues. Without right training, the service agents tend to fall-back on troubleshoots for these recurring issues.
But most customers may not have this same recurring issue. In these situations, the service agent should be able to accurately understand the specific customer problem.
4. Avoid cut-and-dried Interactions
If you check on any chat-related customer forums, you can see that cut-and-dried interactions are a frequent raised cause of irritation among customers.
Most chat interactions are based on a chat script that gets to be re-brandished at every possible opportunity. Needless to say, this gets old and stale. The chat interactions also looses its charm along the way. In this situation, you could make each conversation unique by providing individually tailored responses which in-turn generates more responses.
5. Ensure impeccable grammar and spelling
In essence, all chat interactions are a 1:1 conversations that happens in a chat window. In this scenario, bad grammar and spelling could single- handedly jeopardize even a high-potential customer interaction. Often, you don’t get a second chances to re-asses any particular conversation.
In this situation, you need to ensure that all chat agents are essentially immune to making any grammatical or spelling errors.
6. Ensure response time of less than 17s
If your chat agent responses takes more than 17 seconds, you will start seeing a large drop-off within the chat conversations.
If they are maintaining a one-on-one conversation, most chat agents will be able to maintain a sharp turn-over time for their conversation.
But most chat agents are required to simultaneously handle at-least 3 chats. As they are getting more chats assigned, most chat agents could easily get overwhelmed and would have higher turn over times.
In turn, this could quickly get escalated into a large scale issue. To avoid this issue, you should have an easily scalable arrangement to manage your website live chat.
7. Master a casual tone of Conversation
Ideally, a chat interaction should happen as a 1:1 personalized chat conversation. But, when handling a large volume interactions, this could slip back to a idyllic form of conversation. Often, chat agents veer towards a too casual or too uptight during the conversation.
Either of these isn’t too conductive for creating a productive live chat conversation. In this situation, all chat agents should be properly trained to manage a casual tone of conversation through out their operational period.
This could be resolved through careful vetting and training of live agents.
8. Get properly trained on website offerings
In most cases, the chat agents are only equipped or knowledgeable enough to hand-over to a particular department or give cut-and-dried answers. Instead, the chat agent should be able to resolve at least the first 50% of the chat interactions within the primary touch points.
Later, only a smaller portion of the customer issues should get handed over to the technical or process management team. In this situation, you can accelerate the entire pipeline handling your business chat interactions.
9. End chat interactions Amicably
At least in some cases, the chat interactions have a tendency to get stretched-out without any end in sights. And, each minute is precious. A novice chat agent may be tempted to abruptly end the chat conversation.
Even if a particular chat interaction seem to be a clear waste of time, you may have an actual customer or prospect could be at the other end of the chat window.
For this, the live chat agent should be drilled in the way of amicably ending a chat conversation. And, it should happen within a limited number of chat interactions.
10. Finish by asking for NPS score
In the digital era, anything that you do should be geared towards continuous improvement. This could also be stated about customer satisfaction during a live chat interaction. An NPS scoring system will help you measure the quality of customer interactions across a time period.
In the digital era, anything that you do should be geared towards continuous improvement. This could also be stated about customer satisfaction during a live chat interaction. An NPS scoring system will help you measure the quality of customer interactions across a period.
When properly applied, the right live chat etiquette makes immense difference to your business bottom-line. Unless it’s met, a bad live chat experience can become an immense pain point for your customer experience. Needless to say, you’ll even start loosing qualified website leads.
In this situation, live chat support with a professional live chat etiquette can be a game changer. Would you mind testing our live chat if they meet the above criteria.
Mr. Prassanna Kumar is Industry veteran with in-depth experience in managing 24×7 chat agents and different marketing activities. He has experience at growing brands in different industry verticals. You can connect with him at his linkedin profile