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How to put a personal voice into chat to engage the customer


Chat engagements can still convey a helpful attitude.

Chat engagements can still convey a helpful attitude.

When a customer makes contact with a company through online chat platforms, it may seem like a challenge to provide personal service.

Many fear multichannel engagements sacrifice the human connection necessary for proper consumer satisfaction. Agents offering chat assistance can’t begin interactions with a cheery “Hello!” or communicate empathy through tone of voice.

There are a few strategies business customer care centers can employ to provide personal service on a chat platform.

“Customers use live chat for the convenience.”

Begin by meeting their preferences
Businesses offer multichannel support options so customers can contact them on their preferred platforms. Customer care centers have to accept contacts through phone, text, social media and live chat.

Customers use live chat for the convenience. EConsultancy shared the results of an Edigital benchmark survey concluding consumers were satisfied with live chat customer service 73 percent of the time, the second highest rated channel was email at 61 percent satisfaction. Respondents to the survey said they were pleased with live chat’s ability to provide immediate answers and efficiency.

Live chat users expect fast responses. Employees in charge of chat interactions should use customer relationship management technology to monitor the many channels utilized by the care center. The second a customer initiates a chat, an agent should be ready to reply.

By providing prompt service on the platform of a customer’s choosing, you can ensure  the consumer begins the interaction in a positive mood.

Conversational written content
Just because a customer can’t hear the company representative doesn’t mean the agent shouldn’t communicate empathy. Quality Digest reported Leadership IQ surveys found 92 percent of people prefer a warm, friendly customer service representative to a call center employee who is brief and to the point.

The agent can start by greeting the customer with a casual but upbeat hello. Chat support engagements should flow like natural conversations. Agents have to provide short, to-the-point information while giving the customer plenty of time to voice his or her questions and concerns. Even though the text should reflect a casual conversation, proper spelling and grammar is essential to convey professionalism.

Customer care centers can work with a third-party customer management provider to determine which chat phrases and terms offer friendly support without becoming too informal.

Provide individual experience
Agents can use simple tricks to create a personal chat experience. One strategy is to get the customer’s name at the start and use it as often as appropriate.

ClickZ advised companies to avoid canned responses. Even if there are routine answers to common questions, customer care agents should strive to make each statement unique to the particular person who makes contact.

Once again, customer relationship management technology will help. Customer service agents should have access to client information in a software database. If a person has contacted a company before, information from the prior engagement is available, so the experience is the next step in a growing relationship. If it is a first-time client, technology should display best practices for learning more about that individual. Asking questions is a great way to encourage involvement, and agents can record answers in the system for future use.


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