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The inner and outer workings of a digital agency

Divyanshu leads the content and marketing team at envigo. Apart from being passionate about his clients, he tries to master the art of videography.

Do’s and Don’ts on a Live chat

Continuing with our series on website live chat, we present a few do's and don'ts while interacting with your customers on live chat. In the previous blog, we had discussed the reasons you need embrace live chat for B2B marketing.

What all you should be doing on a live chat?

  • Firstly, know your website and products well. As we had outlined earlier, the aim of a website live chat is to make the customers' buying journey easier. So, an agent must be thoroughly acquainted with the product, services and website in order to be able to to guide the customer. Nothing puts off a customer more than a half-baked response or even worse, a response that is completely different from what you have said on the website
  • Use canned responses. The main goal of live chat is to get valuable answers real time. Having a set of canned responses for frequently asked questions, makes the live chat more efficient.
  • Humanise your responses and hear out your customers. A customer wouldn't bother to live chat just to ask for your opinion. They are there because they haven't found what they were looking for. A good site chat agent should assist a prospect with what they want rather than try to speak or type over them.
  • Focus on solving the issue. A common outcome of humanising your conversations, is the chat going way out of topic. Using phrases like 'getting back to business', 'is this what you mean' helps you save time.
  • Grammar matters. Yes, all your agents should abide by grammatical rules including capitalisation and punctuation. Using all caps for responding is outright disrespectful. A formal response should be a complete sentence, while the less formal one can be in fragments. One should typically refrain from using 'lingos', and tailor their conversations to suit what they are selling.

So, what are the things that you shouldn't do on a live chat?

  • Never lie on a live chat. Sounds obvious, huh? But most agents just don't seem to realise the gravity of making a false promise, or lying (just to achieve their targets). If you promise free delivery, stick to the promise. If you don't have a product, say so. This will make sure that your customer comes back to you when they need something else. Your answer should always be precise and clear. Either a yes or a no. It should never be an ambiguous 'maybe','Yes, but' or 'No, when..'.
  • Avoid using jargons. Bear in mind that the customer has chosen to use live chat only because he did not find what he was looking for on your website. Using jargons is only going to prolong the conversation. Keep the terminologies very simple and straightforward.
  • Never leave the customer unanswered. Constantly keep updating him about your actions. Simple answers like 'Let me check it for you sir', 'Please hold on', 'Give me a moment' go a long way in ensuring that customers continue to chat with you.
  • Never pitch new products unless it's absolutely necessary. Ideally, you should pitch only when asked to, by highlighting the benefits in a proactive and smart way.
  • Never use pseudo names or pseudo IDs. Nothing is more annoying than seeing an 'Agent-1' chatting with you. Enough said!

Once you have gone through the basics with live chat, it's time to take a step forward and delight your customers. As the old saying goes, positive experiences are the best form of advertising!

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