It's not enough to just have live chat for your customers. Your chat interactions have to create rapport with your customers. In this video, learn three quick things you can do to make your chats friendly.
- Studies show live chat is the leading digital contact method, as 42% of customers prefer chat compared to just 23% for email and 16% for social media or forums. If you're offering chat for customer service, you are delivering on your customers' expectations. But it's not enough to just have chat. Your chat interactions have to create rapport with your customers. Here are three things you can do to make your chat interactions more personal and friendly.
First, use personal pronouns, I, we, me, you, to make written communication sound more warm and personal. Pronouns, especially I and you, establish the identities of you, the employee, and the customer, and they bring a human tone to a chat exchange. Here's an example of how to include personal pronouns in your chat. You'd want to write this, We have received your return, and your replacement is on the way to you.
And not this, ABC Company has received order number 4026, and a replacement will be sent. Okay, second, keep chat exchanges short, a couple of sentences max. Write the way you'd talk if you were face to face with your customer. If you were sitting across from your customer, you'd probably speak in short sentences, and you'd pause to let the customer respond. Concise interactions are easier for the customer to comprehend and respond to, and they sound more natural.
Okay, lastly, acknowledge your customer's concern. What is your customer's pain point? Identify what that is, and then respond to it. After the customer has told you their issue, write one sentence right away that acknowledges their concern. For example, if the first line of your customer's message is, My tablet isn't charging, you could reply, I'm sorry to hear your device isn't charging. I once chatted with a company about the status of a return.
This is how the employee responded to my request. Ms. Golden, I'm so sorry your return hasn't been processed yet. I know you're anxious to have this completed. Our return processing time can take up to 17 days from the day an order is returned to us. I hope your item is processed soon. The agent built rapport by using each of the three steps we've talked about here. So use live chat, not just to answer questions, but to create memorable rapport.
- Identify how to build a rapport with customers through acknowledging concern.
- Explore the rapport building technique of yielding to customers.
- Break down how speaking in complete sentences during a customer service call helps to build rapport.
- Examine the ways to build rapport through a customer chat interaction.
- Identify the best ways to use rapport to disarm angry customers.