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I'm a huge fan of live chat. It's the best channel for providing support, and excellent for closing new customers as well. I love it for customer research.
I do a lot of support myself (have been for years), here are the 5 live chat principles I teach to new recruits:
I do a lot of support myself (have been for years), here are the 5 live chat principles I teach to new recruits:
1. Real-time, every time.
If live chat is not live, it's basically a form but worse - because people expected it to be live.
Instant live chat is a great CX, but if your reply is 1 min late, odds are the person is already gone, with negative emotions about you.
If live chat is not live, it's basically a form but worse - because people expected it to be live.
Instant live chat is a great CX, but if your reply is 1 min late, odds are the person is already gone, with negative emotions about you.
2. Instantly acknowledge that you saw someone's question/comment.
Then take your time to investigate the issue. The time of first response is the 2nd most important metric. The most important part is obviously solving the issue at hand.
Then take your time to investigate the issue. The time of first response is the 2nd most important metric. The most important part is obviously solving the issue at hand.
3. One-stop solution.
Whatever the issue, it needs to be solved at first touch. You never direct people somewhere else (e.g. I don't handle this, call this number instead or email that person).
The user should not have to go anywhere else, do anything else.
Whatever the issue, it needs to be solved at first touch. You never direct people somewhere else (e.g. I don't handle this, call this number instead or email that person).
The user should not have to go anywhere else, do anything else.
4. If there's an issue, you own it.
"Please forgive me."
What are they gonna say - "no I won't?". No. More than anything, people want to be heard and acknowledged, their feelings validated.
You believe them, even when they're wrong.
Reassure them: "I will make this right".
"Please forgive me."
What are they gonna say - "no I won't?". No. More than anything, people want to be heard and acknowledged, their feelings validated.
You believe them, even when they're wrong.
Reassure them: "I will make this right".
5. When they have a recommendation/suggestion, you investigate it.
"Why does this matter to you?
"How would you use this feature?"
"What would this enable you to do?"
"Why?"
"What's happening?"
Make an effort to understand the user. Questions will lead to new useful insights.
"Why does this matter to you?
"How would you use this feature?"
"What would this enable you to do?"
"Why?"
"What's happening?"
Make an effort to understand the user. Questions will lead to new useful insights.
