Found in a company's internal knowledge base
Posted: Mon Dec 23, 2024 9:01 am
It's even worse if the company appears to have very little experience in the industry at large. Everyone, from leaders to line workers, should have a good idea of what the company does and where they can get certain information. This is especially true for any team that communicates with customers via live chat.
4. Be friendly and helpful
There is such a thing as value-driven service, and much of it lebanon phone number comes from additions that create a positive experience. Have you ever heard of the employees at Chick-fil-A? What is the common sentiment? They are some of the nicest people to deal with.
What you want at Chick-fil-A is the food. Pleasant behavior is not something you pay for or require. However, it does enhance the experience, which means you are more likely to return to the restaurant.
The live chat experience should be the same. Sure, the customer is probably just asking a question or trying to resolve a concern. However, pleasantries, addressing the customer by name, thanking them for waiting, thanking them for the business, etc., can go a long way.
Friendly Holiday Sales Agent
5. Use prepared answers
Prepared responses create efficiency and communicate a sense of authority and ability to address customer concerns. It is always good for a business to have a set of predetermined responses to certain common queries. This is one of the reasons why automated chatbots can sometimes work so well.
However, it's also important to know when to use canned responses. If there's an emotionally tense situation or you're at risk of losing a customer, for example, it's probably best to add a more personalized and personal touch to the live chat experience.
4. Be friendly and helpful
There is such a thing as value-driven service, and much of it lebanon phone number comes from additions that create a positive experience. Have you ever heard of the employees at Chick-fil-A? What is the common sentiment? They are some of the nicest people to deal with.
What you want at Chick-fil-A is the food. Pleasant behavior is not something you pay for or require. However, it does enhance the experience, which means you are more likely to return to the restaurant.
The live chat experience should be the same. Sure, the customer is probably just asking a question or trying to resolve a concern. However, pleasantries, addressing the customer by name, thanking them for waiting, thanking them for the business, etc., can go a long way.
Friendly Holiday Sales Agent
5. Use prepared answers
Prepared responses create efficiency and communicate a sense of authority and ability to address customer concerns. It is always good for a business to have a set of predetermined responses to certain common queries. This is one of the reasons why automated chatbots can sometimes work so well.
However, it's also important to know when to use canned responses. If there's an emotionally tense situation or you're at risk of losing a customer, for example, it's probably best to add a more personalized and personal touch to the live chat experience.