Personalizing your live chat services is one good way of maintaining brand awareness through your customer service representatives and tech support agents. You can brand chat windows to suit your company. You can create greetings distinct to your business.
Here are a few more hints to guaranteeing successful communications with customers on live chats.
· Scripted messages are well and good, but “wowing” customers may require going off-script sometimes.
Scripted messages, or canned messages, exist because they keep the ball rolling on live chats. Quick responses are especially critical when other customers are in queue. But some customers may want personalized responses to their issues. They’ll want to feel like they aren’t just part of the herd of customers, hearing the same lines over and over.
By providing individual responses to certain customers, your service representatives or tech support agents are creating genuine connections that lead to customer loyalty, and perhaps even increased consumer base.
· Know that there may not be a one-size-fits-all type of customer service style.
It’s important to be flexible about how your service representatives and tech support agents communicate with customers on live chat. But whether it’s being official and formal with one customer segment or being casual and laidback with another, make sure that each communication is aligned with your business’s brand and objectives.
· Identify which customers need to be prioritized.
Perhaps the most effective way to manage customer queries or complaints is to identify each one according to specific categories. Some customers may complain a lot. Other customers may be using your live chat for the first time. There are also customers who complain but give your company plenty of business, and some complainers that might be influential in social media.
Determine which customers require priority and which ones need minimal attention. Because once you give the right amount of attention to the right customers, your live chats will be far more successful in delivering results.
Choose the best live chat software for your business and, especially, your customers. Learn more about LiveChat here.