Chat is a communication means that continues to enjoy popularity among companies because it allows contact to be immediate. When used properly, it helps to provide a close, personalized service, and consequently improve customer satisfaction.
It is important to provide valuable interactions in customer service. Service quality is considered good or bad due, in large part, to the way customers are assisted.
Each interaction must be followed up attentively and in real time so customers’ requests and needs are swiftly identified. One of the tools for direct real-time interactions is chat.
The following are some advices to deploy a chat tool and provide a good customer experience.
Pay attention to interactions
When offering customer service via chat, you must have a dedicated team of agents capable of delivering immediate, clear, and accurate resolutions. Keep in mind that customers who use chat are immersed in the technological world and need to get information quickly. Therefore, it is advisable to provide them with concise and precise answers.
Good grammar skills are a must for customer service representatives as they are crucial to corporate image. Even though chat-based communication is less formal, agents must remain professional and respectful towards customers at all times.
Create a customer-friendly environment
Chat channels allow to provide custom assistance. It is advisable to let customers identify agents easily by name, or even by photography. This creates a sense of closeness and gives customers the certainty they’re being serviced by a live agent rather than by an automated application.
Communication via chat does not require agents to repeat a speech, and thus it is more fluid than phone calls. Chat conversations are also flexible. Agents can customize messages making sure to always address customers respectfully.
Deploy different resources
In contrast to other contact means, online chat enables agents to send files and share links to specific websites that come in handy to meet customer needs.
Chat is not only used to provide support to existing customers, but also to give information about products or services to prospects and leads.
Chat transcripts are saved in a log file for further reference and customer security.
Focus on customers
Some chat management tools include features for developing templates or scripted responses; however, it is better not to automate messages delivered to customers, but rather engage in direct conversations to obtain valuable information about your services.
Customers who prefer chat over other means expect to receive personal assistance. As most of them don’t like to interact on an automated basis, it proves more suitable to get rid of predefined or scripted responses.
If you do choose an automatic tool, use it after hours and make sure to indicate the time at which live assistance is available. This way, you will be able to follow up on each chat conversation.
Multi-channel contact centers need a platform for managing all their customer interactions over different communication means. Nuxiba’s CenterWare Xion features a series of functionalities and drill-down reports that give you detailed information by customer interaction and full control over all your contact channels, including chat.