annasmith14j@gmail.com
Do³±czy³: 03 Lut 2025
Posty: 1
|
 Wys³any: Pon Lut 03, 2025 06:46 Temat postu: Chat Tips for Customer Service: What We Learned from 7.7 |
 |
|
We all started chatting in the late 90s. Since then, we have loved casual communication with emojis, voice messages, etc. But live chat in customer service follows slightly different rules than private chat communication.
“How different?” is a common question that service teams ask us when they start using our live chat. Over the years we have worked closely with many great support teams , including BMW, Statista, Allianz and Thomann.
As much as we've taught our customers about the best live chat tips and tricks, their experienced teams have been a huge source of inspiration for us too. We recently discovered that Userlike users have had a total of almost eight million chats over the past six years.
From general writing style to specific writing examples, here are the best tips for live chat in customer service.
1Adapt your style to the customer
The big difference between a chatbot and a human service employee is the ability to empathize. The customer also wants to feel this in a chat conversation.
The writing style of our target audience is casual and informal - and that's how we respond. If a customer addresses us with a relaxed attitude, we adapt accordingly.
Erwin Anmut, customer service at Titus
Social imitation is an essential aspect of human interactions. Start with a neutral greeting and adapt your choice of words to the customer's as the chat progresses. Chatting is very similar to a face-to-face conversation; you will probably approach a digital USA WhatsApp Number Database native differently than a 70-year-old.
When adapting, make sure that you always communicate within the scope of your corporate identity. The tone of a skate shop like Titus leaves more room for informal address than that of an insurance company.
2Divide long blocks of text into individual messages
Chatting is fun because it's so quick and convenient. The same should apply to customer support via chat. Instead of writing a long paragraph that includes all the steps to a solution, it's better to press Enter after just one or two sentences:
“I'll be happy to explain the necessary steps to you”
*send*
“To upgrade, first go to the dashboard.”
*send*
...
This way you can have a natural conversation instead of overwhelming your customers with too much information at once.
Another side effect of smaller bites: the customer can interrupt you immediately if they notice that you are talking about apples when they mean oranges. The conversation can be steered in the right direction with a quick “That's not what I actually meant.”
_________________
USA WhatsApp Number Database |
|
POMOC
Szukaj
Rejestracja
U¿ytkownicy
Grupy
Profil
Zaloguj siê, by sprawdziæ wiadomo¶ci
Zaloguj
