Consumers want answers, and they want them right away. Slow customer service can result in lost opportunities for businesses across all industries. That’s why live chat is more popular among businesses and corporations than ever before. This fast, efficient communication method is a great way to address the questions and concerns of both new and long-standing customers. With the help of a few customer service live chat tips, it’s easy to improve consumer relationships and stay competitive in the industry.
Tips for Effective Live Chat Customer Service Messages
For consumers who have questions while deciding whether to buy a product or service, live chat is a quick and simple solution. With live chat customer service messages, consumers have their questions answered and decide on a course of action within minutes. Like any other part of a customer support strategy, it takes planning and precision to develop a successful live chat program. Here are a few live chat customer service tips that can help you communicate more quickly and effectively.
1. Keep a Conversational Tone
While the tone of a conversation may vary depending on the situation or customer, it’s important to be friendly and conversational. Excessive formal language can translate as boring, while a message filled with errors and too much slang may read as unprofessional. Although the occasional slang or emoji is acceptable in the right context, it’s best to communicate professionally during live messaging.
2. Write Short Messages
Consumers like quick, easy answers. They prefer replies that are short, sweet, and to the point. It’s easy to lose potential leads by offering answers that are too long and complex. Short messages are more digestible and easier to read, which makes them ideal for consumers who are in a hurry to find solutions.
3. Point to Relevant Materials
Additional resources and materials play an important role in allowing businesses to communicate with new customers. These materials can help answer questions, point consumers to other offerings, and even encourage them to buy more products. During live chat, it’s important to find ways to keep the conversation going so the consumer receives the support they need and walks away satisfied with their service. Pointing to relevant materials is a smart way to keep people engaged and asking questions.
4. Focus on Speed
Live chat is different from other types of messaging and communication because it all happens in one sitting. If a representative is too slow to respond, they could lose a lead within minutes. That’s why focusing on speed without sacrificing accuracy and quality is so important. Live chat features such as Quiq Replies offer standardized messages the agent can use with a simple keystroke to respond both quickly and consistently.
Greater speed during live chat can result in more leads, happier customers, and better profits. In some cases, chat bots also keep the conversation going by helping potential leads while representatives are unavailable.
Contact Quiq for More Live Chat Customer Service Tips
Live chat is a powerful strategy that can help any business attract more customers and build better customer loyalty. The key is to keep replies quick, short, and to the point while maintaining a positive tone. For more information about customer service live chat, contact us online today.