Reactivity must be your ally
Consumers are becoming increasingly demanding, whether it be in terms of the quality of the product, its availability, the speed of the website, etc. But they are also increasingly impatient, particularly when it comes to getting assistance. Incidentally, 63% of French Internet users say that too long of a waiting time is the most “irritating” of circumstances. An estimated too long waiting period is estimated according to the communication channel: 2 to 4 minutes for assistance via phone call, less than 24h via email and less than 2 minutes via chat. Beyond this timeframe, the probability that the visitor gets frustrated and leaves the website is greater. Reactivity is a major challenge since 34% of Internet users find reactivity and availability of the customer service to be one of the main criteria for satisfaction.
Multitasking is your future
Of course, offering impeccable customer service is important, but being efficient is just as important. That’s why advisors must multitask all the while remaining focused and relevant to their accompaniment by chat.
Often, an advisor has to handle several conversations at the same time. It is crucial that he provide a service of quality to each visitor. In addition to handling simultaneously several chats, the advisor must also visit web pages on his site, to share them with a client for instance, or work with the CRM system or social networks to offer a complete quality service.
See to it that the correct language level is being used
The perception of your advisors through expressions and words they use varies a lot. During a conversation with a visitor, an advisor must adapt his frame of mind, need and environment to the setting in which he operates. For instance, the use of technical language with a visitor who is a neophyte in your area of expertise is to be proscribed. There can be a gap between what you say and what will be understood. Use simple terms, it will only benefit you because you will avoid frustrating the consumer that would otherwise be even more confused after having listened to your advice.
When talking to a visitor, pay attention to the language level being used and avoid using a colloquial language. Sure, the conversation with the visitor can be warm and agreeable, but it must remain professional. The use of emojis can be appropriate and even add to the conversation, but it should stay moderate and be adjusted according to each visitor. Some communicate with emojis, others tend to find them unprofessional.
Don’t forget, adjusting is essential!
Keep the client on the same communication channel
If a visitor contacts you via click-to-chat, it’s not to be redirected towards a call center or an email address. If that’s what he wanted, he would have done it himself. By contacting you through a particular channel, he is telling you he wants a swift answer on that same channel. A consumer is more comfortable addressing one interlocutor as opposed to several on different channels, especially since, in general, each time you change interlocutors, you have to explain your problem all over again, which can quickly become frustrating.
Sure, consumers are increasingly “multi-channeled”, but when they ask for a direct answer, you have to give it to them. Sometimes the questions are of a technical matter, but thanks to click-to-chat tools, it’s easy to have the visitor get in touch with the technical advisor. Either the technical advisor joins in on the conversation, or the chat is directly transferred, with its chat history, to the technical department that will already have all the necessary elements to adequately meet the visitor’s needs.
Furthermore, since click-to-chat is already a multi-support device, visitors can contact your website directly from their smartphone, tablet or PC.