3 Live Chat Etiquettes that give splendid Customer Service Experience

by Thea Lewis Blogger

Etiquettes are the major factor that plays a significant role in delivering exceptional customer service. This is important because your vast industrial experience, reputation, etc. would seem meaningless if you don’t have manners how to assist customers during support interactions.

Moreover, discourteousness could lead to customer defection. It is so because customers don’t think twice while switching to another brand when they get mistreated during support interactions. In order to not lose customers’ loyalty and trust, business owners let call centre outsourcing companies provide live chat support service along with others.

BPO companies always ensure that their support agents don’t forget their etiquettes while having a word with customers on live chat support channel or any other dais. Here are the 3 live chat etiquettes that customer service reps should possess:          

1.    Proper introduction

Generally, it is believed that support interactions take place only to providing prodigious solutions. Somewhere, it is true, but a bit of personal touch can help to establish the bond of trust, which, in turn, leads to a long-term customer relationship. If industry reports are anything to go by, 73% of customers stay associated with the brand because of the friendliness of support agents.

That’s the main reason why call centre outsourcing companies tell their live chat support agents to give an introduction in a personalised manner during customer interactions. In short, giving proper introduction is one of the important etiquettes that customer service reps should be having.

2.    Good Grammar, spelling, and language

To give amazing live chat support experience, it is significant to write sentences properly during customer interactions. This is so because customers, especially millennial ones often expect live chat support agents to have good writing skills so that interactions can go smoothly.

However, when live chat support agents make mistakes related to grammar, punctuation, spelling, etc. then this ruins support experience of customers, which consequently, leads to negative WOM. That’s why live chat support agents are always instructed to crosscheck the written sentences before hitting the hold button.

Besides grammar, call centre outsourcing companies instruct their live chat support agents to take care of language. This is so because whenever support agents excessively use technical language or write sentences in a passive voice, this makes a big negative impact on customer satisfaction.

3.    End on a high note

Ending the chat sessions on a high note is another etiquette that support agents are supposed to have. This is so because customers often remember the final words that support agents told during the interactions. Therefore, if live chat support agents write rude sentences while concluding customer interactions, they are indirectly making their efforts (that they had put during the conversation) worthless.  

Therefore, call centre outsourcing companies to give these tips to their live chat support agents to remember:

  • ·         Customers should be thanked for discussing issues.
  • ·         Customers should be invited to contact again if any issue takes place in the near future.
  • ·         Proper closing phrases should be used before saying goodbye.  

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About Thea Lewis Advanced   Blogger

58 connections, 0 recommendations, 152 honor points.
Joined APSense since, July 21st, 2016, From Noida, India.

Created on Jan 15th 2019 01:01. Viewed 546 times.


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