The customer is always right. But, are they? Navigating the waters of customer service in terms of lead generation is not always easy. You want to impress and make your potential customer happy, but you also need to be informative and effective. Managed live chat is a great way to bring in new clients, but are your employees equipped to handle them head on?
Here are service skills that every live chatter should keep in mind while working:
How can you expect to generate quality leads if you can share basic product information pertaining to your business? Any employee manning a Live Chat should be well-versed on everything on the company website in addition to the small details that may not be explicitly stated online. This way, you can inform your visitors in the most thorough way possible.
With Live Chat, there is sometimes the pressure to respond quickly – too quickly. For a quality answer, it is okay to take an extra second to answer as accurately as possible. First, wait for the visitor to send their message before sending yours.
Though some conversations are predictable, you cannot be sure that they will not change their question mid-thought. Then, give them the most relevant response, trying not to bog them down with too much information. With more conversations, chatters will get better at formulating instant and informational messages.
When a visitor reaches out on Live Chat, they are looking for answers. While it may seem self-explanatory, it is important to note that they don’t know everything. A Live Chat visitor may ask a lot of questions. Simply bear with them. Address each question individually. And, if you are lucky, the reward for your patience may be a brand-new client!
Chances are, not every employee that runs a live chat dedicates their time solely to the chat. But, it is important to give each and every chat the focus it deserves. By staying focused on a chat, you can better provide information for your visitor. Yes, this may require another task to be set aside momentarily. That also means time management is of the utmost importance (see below).
The key to a managed live chat is the instantaneous answers. Live chatters will eventually learn how to balance all of their work duties with incoming chats. It is wise to take into account how long each chat may take in a day. You can then better prepare for how much you can get done in addition to live chat.
Digital platforms are the best way to interact with current and potential clients. And managed live chat services are the future of online lead generation. If you are interested in learning how your business can benefit from implementing Live Chat in your digital marketing strategy, request a free trial to get started!
