While the main goal of managed live chat services is to bring in fresh leads, you cannot attract bees with vinegar. Customer service is a natural part of the job. That means you should always watch what you say while acting as an agent in live chat. Here are five phrases you should always avoid when using live chat:
Saying “I’m sorry” is a tricky situation. Of course, you can feel bad for the position a live chatter is in. But it is more than likely that the issue is not your fault. Not to mention, owning up to a fault can cause more issues later on. Rather, you should ask how you can make something right. Or, if you misspoke before, use the phrase “my apologies.” This is more formal and shows respect and understanding in what has the potential to be a difficult chat.
Stating that you do not know something in a live chat conversation does not help anybody. Rather than stating that you do not know the answer to a question, ask them to hold while you check on it. If you honestly cannot find the answer to an inquiry, collect the chatter’s contact information and let them know you will have a representative reach out to them. Contact information should include their first and last name, phone number, and email address, if possible.
If someone is getting heated and short with you during a live chat conversation, the worst thing you could do is tell what them how to act. We’ve all been there. It is important to empathize with a frustrated customer. Because a live chat service should focus on generating leads with potential new customers, you need to express that you understand where they come from. If you cannot achieve your goal of generating a lead, it is probably best to direct them to someone who can.
“No problem” has taken on a whole new meaning in the past decade, and a lot of people do not like it. This is because it implies that asking a question was indeed a problem for you. So, when in more of a customer service position, you should always resort to the traditional and formal “You’re welcome.”
Saying anything along the lines of “nope” or “yep” is simply unprofessional. Rather, you should use a more formal yet approachable tone. However, if you are still using a version of “no,” there should be a second part to your answer. All rejections should be explained thoroughly so the chatter knows why you or they are unable to perform the task or request at hand.
Managed live chat services are revolutionizing how companies generate high-quality leads online. By implementing a tool for instant communication, you can optimize your online conversions. So, if you are looking to invest in your company’s future, request a free, 30-day trial with our Live Chat services.
