How to Make Conversation Effective During Live Chat
How to make conversation effective during Live Chat
In recent times live chat software has gained more and more popularity because companies believe in giving total comfort to customer before purchasing. In fact, it is soon becoming a necessary product for any online business, which is a wise investment as well. But just installing a live help will not really grab you leads, there are certain techniques that can help an operator to communicate lively and attract customers. These techniques are important to note because if the live chat software is not used properly it can also work against you. So if you are an operator then learn how to make any conversation effective during live chat via below given 10 tips.
Visibility - Attractive visibility of a live chat window can make customers punch in for further query. Visibility might include, screen name, avatar, appearance of the chat window etc. of course if you are using it for your business purpose then creating any funky or casual environment can be harmful.
Introduction - First impression is the best impression holds true here, so when someone pitch for query you can introduce yourself by name and ask how can you help. Imagine you were on a business call and just speak the way you do on a phone call.
Typing Rule - Always follow the typing rule during any business conversation on live chat. These rules may include, typing in lower case and not using any cool/funky words. Typing in upper case usually means that you are extremely rude to the other person on chat and being a business talk it is good to use words that are more business oriented.
Remain Respectful - Being an operator it is very important that you remain nice and polite to the customers. Even if the other person is abrupt the operator need to be professionally well-mannered. Use "please and thank you" whenever required even if the other person does not in the conversion.
Be Focused - This is most important tip any live chat operator should follow. If your site visitor is requesting a chat then give them the required attention and be focused on what they are asking for. When you are on call make sure you are only on the call and not applying nail-polish along.
Offer Time - This conversion is via live chat software and you have no clue on what the other person is doing apart from talking to you. So don't be in a hurry and give appropriate amount of time to other person to respond. It may also happen that the other person is not so good at typing and may take some time to reply.
Avoid Humor - It is always good to avoid humor when on a professional call or chat. There are clear possibilities of losing the client if you are cracking stupid jokes and using funny slang. Make sure you keep the business ethics in mind during chat.
Listen - Don't simply get tempted when someone initiate a call to you and start pitching in your services. First listen to what the other person wants and reply accordingly. Of course pitching is important, but only after you clear the customers query. Also remember that the customer may not have time to listen to your sales pitch, so here make use of call back option.
Canned Messages - These days live chat software system comes with something called canned messages, which allow you to store texts that are used often. Canned messages can be of great time saver for common questions asked by site visitor.
Private Info - If you need to share any private and confidential information with customer then live chat may not be the best option. It is always good to send the info via an email with attached document. And make sure you run live chat via https:// connection that automatically says your client on how secure your system is.