The Ultimate Checklist to Skyrocket Your Live Help Online!

Here is a powerful yet simple rule. Always give people more than they expect to get.” – Nelson Boswell

View customer interaction via live help online support as a game of tennis. You have to perform your best every time while making it look calm upfront in order to win the game.

 

The live help online that is provided by you turns from just good to great when your users become a fan of your brand and begin telling everyone about your company and act as your word-of-the-mouth marketing ambassador. The mindset of your customer support agents is always brimming with one questions and that is how to provide the best customer service?

So, we have taken it upon ourselves to prepare for you a winning checklist that we also follow in order to stay ahead of the live help online game:

Create a persona of users

Personas are fundamentally fictional characters that are created to represent the diverse users that visit your site. This interesting strategy of creating personas is often used by the teams of web designers and marketing world.

The created personas can result in fabulous outcomes in the process of customer support if it is implemented effectively and efficiently. A good example of the persona is with the name “Malice”.

Now, Malice here is a calm and optimistic person. She is a banker by profession. She prefers virtual shopping over traditional methods and modes of shopping. She considers virtual assistant as an integral part of her shopping time.

This image of the person in mind can also help you in interacting with the other shoppers with same preference. You can opt for creating several personas where each one of them possesses diverse lifestyle and personality trait. So, whenever you communicate with your users, bring one of these personas in your mind for better interaction. This way you will get the feeling that you know them personally that will make the communication process seem just like chatting with a friend.

 

Keep your customers updated

Your website visitors and clients are not merely entities that purchase your products and avails your service. They are the real reason behind your actual survival in the market; therefore, it becomes your duty to make them feel special with live help online by informing them about the modifications in your company’s policies. You can also brief them about the launch of a new product or service.

Your website visitors and customers will appreciate such bits of details and it will make them feel more connected to your brand. During the live help online conversation with your customers, you can also tell them about the certifications that your company has as it can aid in consolidating their confidence and trust.

This method of keeping your customers in touch with your brand is applicable for all the channels of interactions from your contact center such as live support, email, a phone call to even social media platforms.

Keep the bid-adieu messages variable

“Thank you for reaching out to us, have a nice day ahead!” is the most common expression that is used by the live help online representatives. It does sound monotonous and boring due to the fact that the agents come across as robots because of the repetitive phrases at the end of the chat.

The solution is to purge off those boring, dull lines and keep on altering the parting texts in order to sound much more interesting as well as lively. We give a shot to such phrases when saying goodbye to our customers:

  •    “Have a splendid weekend!”
  •    “Looking forward to assisting you again!”
  •    “Have a fabulous Christmas!”
  •    “I hope this day becomes the best one for you!”

Such texts will leave a mild smile on the lips of your customers and they will remember it for a long time.

Keep yourself composed when in conversation with angry customers

You must have heard this suggestion many times as this is one of the primary lessons that are taught to the live help online agents, however implementing it practically in the professional life might not be as easy as it sounds.

To do so professionally, you can opt for applying these tips in your interactions in order to handle the angry customers like a pro:

  •    Apologize to them instantly.
  •    Employ the use of empathetic and kind words.
  •    Make their issues yours by employing the use of appropriate sentences such as “let’s work together to beat this one.”
  •    Ask them relevant and necessary questions so that you can solve the problem on the spot.
  •    Do not take the hatred and anger personally.

Applying the mentioned methods in your regular live help online conversations will for certain ease your job.

Increase your knowledge about the company’s product and service

You might have also heard of this point many times but it has to be emphasized on again and again because gaining basic and in-depth knowledge associated with your company’s product and service while working as a customer support agent is a necessity. However, it may not be enough to handle multiple complicated questions that may arise from the end of the customer; therefore, there is always a scope to learn more about the products and services by regularly studying them as your homework.

You can opt for asking several questions from your managers and team leaders to extract the precise and vital detail on the products and services. There is another method of learning and that is by participating in a detailed discussion with the original equipment manufacturers.

Conclusion

We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” – Jeff Bezos

A perfect blend of the all the methods that have been listed above will assist you in becoming one of the finest executives in the sector of live help online department. In addition to that, it will also assist your business enterprise in becoming the most sought-after companies among your customers.  

Live Chat Agent’s Cheat Sheet for Better Customer Service

Chat etiquettes have a very important role to play in providing proper and quality customer support. Professional and genuine communication with the customers goes a long way, in fact further than the opportunity to make a sale. It assists in building a long-lasting relationship with the clients, inspire future interaction and create a loyal customer base that advocates the image of your brand.

How to treat the clients so that they are able to appreciate all the perks and escalate the services of your company to a more professional as well as a human level?

Customer service training is an essential part of achieving the mentioned goals.

Professional line of interaction is not that obvious that you will expect your Live Chat Agents to get it intuitively. It is very true that with the new employees who often require help in finding a proper style of interaction which would be apt for your business objectives, you must allow them the space to maintain the authenticity.

Below mentioned are some of the guidelines on how a live chat agent can best handle the key points in a live chat communication:

How to commence a chat

Use an adequate and appropriate greeting. It may sound very basic but the truth is not everyone does it right. The greeting is essential as it will set the tone for the entire course of interaction.

Quite often the live chat agents fall into one of two extreme situations: its either their way of greeting is too short as well as informal or it is too long and very formal. Both of which will betray the lack of respect as well as concern for the clients.

Greeting must be professional yet friendly and personal all at the same time. A good example of that would be:
Hello James, thank you for contacting our Live Chat Service. How can I be of assistance to you today?”

Or you can also start with a shorter yet personal greeting:

“Hey James, how are you doing today?”

It has been noticed that the second one that is the shorter and more professional one that is the favorite of the clients. Many clients are actually surprised with the question and that too in a good way. It is probably because customer support elsewhere rarely put in efforts to ask the questions that would make the customers feel connected and at ease with the website. It immediately sets the reputation on friendly terms with the clients and conversations to become less formal as well as template-based along with keeping the business tone intact.

After the client has confirmed his or her well being, you can move ahead with something like this:

“That’s great! I am really glad to hear that from you! How can I assist you today?”

Or you can, if the reply asks for it, express your sympathy:

“I am so sorry to hear that, is there anything that I can assist you with?”

If the client commences the chat with the description of the issue or the problem then you can respond to them in the following ways:

“Hello Katherine, I understand the issue and will be more than happy to help you. Let’s see what we can do to ensure you get rid of it.”

If the client does not provide his or her name then you can ask him or her for the same, this will display your concern as well as the fact that you pay attention to them:

“Hello there! May I have your name please?”

Once you get the name of the customer, make sure that you spell it correctly.

How to ask more details or verify your comprehension of the issue or problem

In order to avoid any confusion and a lengthy chat, ensure that you comprehend the client’s issues and problems prior to giving your instructions and providing solutions. There are numbers of ways in which you can ask the customers for clarification and that too politely:

“Let me check that I got it right….”

“Let me see if I have this correct, so you want me to….” Or “you would want me to….?”

“If I get you correctly….”

“Tell me more about….”

“So you are saying that….right?”

“This is what I comprehend from what you are telling me that….”

How to tell the customer “I don’t know”

If you do not know the answer to the question asked by the customer then there is no need to beat around the bush, just be honest about it; however, avoid the usage of the straightforward words “I don’t know”. Here is how you can play it out cleverly:

“That is a very good question; let me find out more for you”

“I am not 100% certain but let me find out more”

“I am sorry; I do not have the information about that. Can I have your e-mail? I will find out more on this and get back to you shortly”

“I am sorry, the question that you ask is out of my expertise, but Michael from tech support department will be able to assist you. Would you like me to connect you with him?”

How to transfer the chat

It is no secret that most of the clients do not like being transferred from one chat to another. So, if you transfer the chat then do it only when it is absolutely necessary. Lest try and find the information all by yourself.

Prior to transferring the chat, inform the customer about why and to whom the chat will be transferred.

“John, I am going to connect you with Stephen from the shipping department. He will be able to assist you with this issue.”

“John, let me transfer you to the marketing department. Stephen will be able to reply to your asked question.”

It is essential to notify the live chat agent to whom you will be transferring the chat, just give them the client’s name and also explain the nature of the issue or the question.

How to put the clients on hold

If you require a certain amount of time to investigate the issue then ask the customer for permission to put them on hold.

“Do you mind holding that thought for a few minutes while in the meantime I check it with the administrator?”

“May I put the chat on hold for a while, so that I can check your order?”

“Can I put you on hold for a minute?”

On getting their consent, ensure to thank them before leaving the chat. When you come back, thank them again for waiting patiently.

“Thank you for holding or waiting. I have the information of your current payment; let me send it to you.”

If you feel that the resolution of their issue is going to consume a lot of time then ask the client would he or she want you to revert them rather than waiting or staying on hold.

“Jane, I will need to put you on hold in order to run a few tests. Would that be okay with you or would you like me to e-mail you the details?”

If you have been away for far too long and the client has been inquiring about your absence, ensure that you apologize to them.

“I am sorry for keeping you waiting for so long. I have tested the issue and here is how you can fix it.”

How to admit your fault

Be clear and direct about the fact that you committed an error. If it is your personal mistake then say it to the customer.

“Robert, I am sorry, I made a mistake by giving you the incorrect price detail for this product. The correct cost is….”

If it is someone else’s error, then say that it was “our” fault, attribute it to the company rather than to that specific individual who is not present in the chat conversation between you and the client.

“Jennifer, I am sorry we made a mistake and sent the invoice to the wrong e-mail, which is why you did not get the same. We are going to send it to the correct e-mail address and add extra days to your subscription to make up for that error.”

How to say “No”

Saying a blank “No” to the client will appear quite rude. The best approach will be to use the “compliment sandwich”. This tactic is basically about putting together the two constructive statements on either side of the bad ones.

For instance, if the client asks to be connected with the other agent who is not available at the moment, then you can say-

“I am sorry; Joana is not available right now. Can I help you with something?”

The first step is to express empathy that the client’s desire cannot be fulfilled by you in that very moment, followed by writing the negative statement and after that, you complete the response on a positive note.

You could also extend this to deal with more complex situations. Few examples of that are:

“I am sorry, we cannot lower the cost for this product anymore but we have a similar item at a more affordable price because it does not have the in-built face recognition feature. Would you like to take a look into that?”

“I am sorry; we do not have the feature that you ask for at this very moment. We do intend to add it and we can notify you when it takes place. Would you like to receive an e-mail update about it?”

How to follow up the customers

If you promised the clients to e-mail them back then it is expected that you do the same within 24 hours, even if you do not have the answer to their questions yet.

“Robert, I just wanted to let you know that we are still looking into the issue mentioned by you. We do not have the solution yet. I will e-mail you the solution as soon as we find one.”

If you missed a chat request and have the clients’ contact information, your clients will no doubt appreciate it if you follow them right after:

“Hello Jerry, I am sorry that we missed your chat request. Is there anything that I can assist you with?”

How to handle the complaints from the angry clients

Commence the chat by showing sympathy and understanding, acknowledging the sentiments of the customers.

“I am sorry that this has happened to you. Let me see if I can find the apt solution.”

“I am so sorry about that. Tell me what happened.”

“I am really sorry that you encountered this problem. Let’s see if there is anything that I can do to help you in this situations.”

Express your capability and willingness to help the customer and commit yourself till the time you come up with the appropriate and right solution.

“I am really sorry to hear that you are not satisfied with our product/service. Let’s see what we can do to make everything right.”

“I am sorry that you did not receive the product on time. Let me see what we can do to make it up to you.”

“I am sorry that this happened to you. I understand your frustration completely and I will do everything I can to help you.”

How to deliver on the promise

Frequently it happens that the client has been promised one thing or the other which is impossible to acquire and accomplish either via the lack of knowledge or some misinformation.

Instead of the direct denial “It is impossible that we could promise something like that”, reassure the client that you are going to verify that and offer him the apology to make up for your mistake.

“The thing that I got from this is that you were promised….it appears that there has been an error. Let’s figure out how we can resolve everything without any further troubles.”

So, the mentioned cheat sheet will help you show your professionalism and potential of your company to the customer.

Final tip: You can turn the mentioned recommendations into canned responses to save time and be available to each and every customer.

Holding Onto The Script And Chatting Process In A Live Chat

Would you blame a play of being terrible only due to the reason the actor used a script? Of course, the answer is NO.

The same theory is applied to the Live Chat Service. For sure, it is different from the theater- in live chat services, you will be answering the customer’s instant queries and requirements, instead of just offering entertainment. The job of a live chat agent is to get familiar with all diverse possible endings and to lead the clients in the right direction. Below are the few points that will clear all your doubts regarding the need of using a live chat script-

It makes the work effortless

An excellent live chat script will make the job of a live chat agent much easier. This is due to the reason that an agent will always know what he/she has to reply next to the customer. Also, the chat has been pre-approved by the organization, so it generates the sense of confidence in the live chat agent. It sometimes becomes nerve-racking to answer the questions where you find yourself in a condition when you actually don’t know what to say to the customer. Having a script in your hand will reduce the chances of such moments taking place.

• It helps the clients show their trust in you

It is difficult to show your trust in another person these days, but it is essential to show it if you really want to carry out your business productively. As a live chat agent, you are aware of the fact that customers show their trust when you communicate with them clearly. Having comprehensible guidelines from a script will make you a positive person and agents who are confident about themselves are capable of developing the trust of their customers on the products and services offered by their company.

• Live chat script keeps the quality consistent

Instruct your live chat support team to inform which phrases they find most helpful while dealing with the unsatisfied customer. This will prove as beneficial for future hires and less experienced agents, who will need a tried and tested script to carry out their conversation. The necessity of utilizing the live chat script can never be ignored when it comes to consistent quality of the chat. Your company will not want the potential user to talk to the senior agent one day and with an inexperienced agent on the very next day. This indeed will create a huge difference in the quality of live chat service he/she will receive.

• It motivates the organization

All the businesses like to hold on tight to their plans and think it will work out flawlessly. The influence of planning makes you clarify your intentions and motives and forces the businesses to mentally prepare themselves for the curveballs that life will throw on them. The same can be applied to the live chat method when the agent has to keep the record of various responses for diverse scenarios they come across. It is important to keep messages secure and develop a concrete plan. Working with live chat scripts actually pushes the agent to categorize messages under various scenarios for trouble-free retrieval. This will help the agent keep the track of mental index for various problems that come up and how to take care of them, turning the agent into a client service machine.

• Increase productivity

Live chat script is crucial for streamlining efficiency. If the agent knows what to speak and how to speak, then they will perform more productively. This is important when an agent is juggling between the multiple chats at the same time. Typing out the long messages can make the process slow and also prevents the agent from competently responding to the chats. This is the reason why reciting a script is vital if you do not want to take the risk of blanking out. If you are sufficiently prepared, then the customer comments and questions will automatically trigger the correct response.

• You can manage the mood

If an agent has worked effectively on their script beforehand, then he/she will know the positive phrasing that will trigger peace. You can make the use of the phrases like- “We are very sorry, we understand how you are feeling. We are here to take care of your issues now”. If you have the ability to calm down your clients and reach the solution quickly then this is the absolute live chat benefit all should be able to enjoy.

• It gives the opportunity to set an image of your business

Having a live chat script may essentially make your business more exclusive rather than making it more generic. Building a script is an opportunity to brand your business via language. For instance- you may deal with a lot of young customers, so you should use the emotions like “Hey” or “Cool”. If you are selling software to technical companies, you may require using specific industry terms. So, take a practice with your script if you really want to “wow” your customers.

• Scripts require a shot

The live chat agent should prepare a great script because a finely written script can prove as the jumping-off point for a company’s success. Just like a real actor, he/she must write down the right script and everything else will fall into play automatically.

Is it necessary to always go according to the script?

The procedure that the business pursue has a transposition in a manner a Live Chat Customer Service is handled. If the company’s CEO likes the bureaucracy, processes, and control, then leaders have to look after that and most probably they will also need the script to be followed by their live chat agents. In this controlled atmosphere, live chat agents generally request the questions and respond with the answers approved by the management- the conversation occurs in a specific schema. When the agent goes according to the rules, then there is no space for real feelings and emotions. As a result, the conversation looks unnatural.

However, the clients can detect the script utilization while speaking to one of the agents. The clients are intelligent in detecting the difference between varying levels of script utilization, in both customized and standardized encounters.

For example- A group of people was shown a video of moderately scripted, highly scripted, and improved communication among the customers checking into the hotel (standardized experience) and agents, and a client looking for suggestions from a concierge( customized service). On examining it has been found that participants can detect all levels of scripting in both the given situation.

Also, the customers don’t mind, if the live chat agent is scripting in their service experience if it is used in a standardized interaction. However, when the client is seeking solutions for more intricate information, then they wish for an improvised discussion focused on the needs of their individual case. What it means, is that the clients expect honest and natural conversation. They want to experience a sense of belongingness and want to know that the agent behind the computer cares about the request made by them and treats them as special.

How to ignore scripted conversation?

Just think that there is a client trying to reach out to you for guidance because his/her internet is not working. If you have ever come across this problem, you may relate to the feelings he/she is going through right now. He/ she is already agitated and gets angry when you ask him/her for the third time that they have turned off the router, only because you require to cross this off from your list of questions.

How to avoid scripted conversation on chat?

Following a rigid script is one aspect. The other one is when live chat agent is not creative and are not listening while fixing the problems at all. One of the faults that the agents make is the excess use of canned responses in their chats. Canned answers are ready-made for queries that happen on a day-to-day basis. So live chat agents do not have to write them over and over again. It is actually a nice characteristic that helps live chat agents become more effective and efficient. But with many characteristics that make our life hassle-free, we need to make use of them intelligently. Since the agents are aware of the truth that the clients can sense unnatural responses or approach while offering the services and that they wish to be treated individually, an agent needs to develop canned responses reasonably and utilize them for standard questions. For instance- “How long do I have to wait for shipment”? You can answer- “the typical time of waiting is 3-5 business days”.

Although, when a client comes to you with complicated problems and asks- “Hi I placed an order and then I changed it after one day and now I don’t know when the package is supposed to arrive”. Instead of replying with a planned response, an agent can dig a little more and attempt to come up with a better solution. You can reply them- “Ok, let me study the case. You placed your order 4 days ago, so it is supposed to arrive at your house by tomorrow, but let me check where your order is right now”.

The time consumed in solving the case does not matter. What matters is the client’s satisfaction after the chat is finished.

Understand how to use too much of canned or prepared answers?

The primary thing you must look out for is client’s satisfaction. You can also use post chat feedbacks containing a few questions to gather the feedback from the clients and know where you should make an improvement. The other thing is personal emotions and feelings. It would have been the best if the agents have radar that is capable of detecting customer’s negative feelings. This radar could turn on at the moment the client gets irritated.

Suppose- when they say- “I already informed you”, “let me enquire again”, “I don’t believe that you understand”. These are the times when an agent should stop and rewind the conversation with a client because maybe you have missed something because of the fact that you were not listening. So, try hard to recognize and comprehend what a client feels and what they require.

Examples for using scripts for live chat services in different scenario

1. How to react when a client reaches you by mistake

“Sorry, it seems like you may have reached us unknowingly.”

2. How to inform your client that you need some time to resolve the issue-

“I am sorry, but I need some time to resolve the issue. Do you mind holding on for a minute while I look for the solution or it is convenient for me to email back to you”?

3. How to respond, when the client asks for the cancellation of subscription

“I am extremely sorry to hear that you are willing to cancel your subscription. Would you mind informing me about the reason behind the cancellation”?

4. How to solve service interruption query.

“Hello, we are currently having a server problem. We are working hard to resolve the issue. We will be posting the status update every minute(Link of the page)”

5. How to transfer a chat to another agent-

Wait for a second; I am going to transfer your chat to the other agent. Have a great day!

6. How to accept faults and what you can do about it-

“I am really sorry. It was our mistake and we will fix it immediately but it may take a couple of hours to settle down everything.”

7. How to answer a client who has forgotten his password

“We are sorry to hear that you have forgotten your password; you can reset it by going to (provide the link).”

Script and improvisations- Figure out the right balance

Having procedures and standards consist of many advantages in terms of creating a reliable client experience and quality control.

Yet, most of the businesses require assessing the worth of consistency versus the benefits of promoting more personalized client oriented live chat services.

How to end a LiveChat conversation on a good note?

Imagine that you went to a candy shop and you got your favorite candy, you reach the cash counter in your chirpy self but the cashier does not return your smile, in fact, he looks at you with his dead eyes. You leave the shop feeling down and unhappy and you wonder all the way home, why you were you bothered by the behavior of the cashier. Well, the reality is, it is not only you who gets bothered by such behavior. The customers usually want to feel secure about their purchases and that security comes easier when the associate make you feel good and appreciated. This is a lesson to each and every live chat agent that the way that they end the chat really matters and makes a difference.

The rules that you need to follow when finishing a live chat conversation are:

Give the customer a good memory

The last moments of the chats matter a lot because it paints a long term memory in the minds of the customers. Just like the climax of a movie that can make the audience cry or laugh.

The way the chat ends can make the customer feel a lot of emotions, so, as a live chat agent make sure that the chat only ends on a good note.

Do not be abrupt

The primary norm about ending a chat tells the Live Chat Agents of what they should not do. Refrain from blurting out a really curt goodbye to the customer. Even if you said that goodbye with the best intention it is difficult to convey the tone in chat.

That goodbye might generally come off as rude like you are trying to get rid of the customer so that you can move on to the next one in line. When you finish a chat on such note then you make the client feel like he or she is just another problem.

Give your client the exact attention that you gave him or her when he or she approached in the beginning. The client is just as important as he or she was earlier. You do not want the customer to feel that he or she become invaluable to you as soon as he or she has made the purchase. It is because in reality that is what makes him or her more valuable.

Positivity is something that goes a very long way in converting the visitors and one time purchasers into the loyal customers of the website.

Ensure that the needs of the customers are met

The last thing that you want to do is to end the chat with a customer whose needs have not been met. When you feel that the chat is reaching its end then do not make the assumption that you have done everything that you could because there is always a chance to go the extra mile.

Think about your personal customer service experiences, wouldn’t you go back to the websites whose agents did not only meet your expectations but also exceeded them? So, do the same for your customers.

Prior to ending the chat always ask the question if there is anything more that you can do for him or her.

Do not forget to thank the customer

Thanking your client is necessary for ending the live chat conversation. The simple thank you will let the customer know that the conversation was more than just about earning money. Thanking the customer for the business is similar to thanking him or her for the relationship if she or he chooses to have with your brand.

Therefore, do not be afraid to thank your customers personally. Address the clients by their name to add that extra special personal touch. Always follow the golden rule of treating the others in the exact way that you want to be treated.

Say goodbye in a way that loosely translates to talk to you soon

When you are ready to end the conversation, remember that this is not the last time that the customer chooses to converse with your website. Let the customer know that you are available for them and will be looking forward to the next time he or she wants to converse with the representatives from the website.

Never end the chat on the forever goodbye note. It is because as a live chat agent you have the power to lure the customer back to your website through the kindness that you show to him or her at that point of time. So end the conversation in the way that conveys the message that you hope to talk to them soon.

Use an amazing script

The underrated yet the easiest way to end the conversation with the customer are to go by the live chat script. It might seem too easy and you might have the fear that the canned responses for the closing statement will seem impersonal but they will not be seen so if they have been crafted in a creative way. Through this way, you will be able to focus on how you can improve your customer service providing skills instead of experiencing the emotion that you are continuously trying to keep up.

The way in which a live chat agent ends a chat tells a lot about the website and the brand and if you want the customers to think of you in good terms then you must coach your Live Chat Operators on how they can end the conversations on brilliant notes.

The live chats should be ended in such ways that the customers cannot keep themselves from talking about your brand with their family and friends and they look forward to coming back to the website for future purchase of the products and for availing the services provided by the website.

Ending things on a good note is not just a practice but a habit that will go a long way in every sense!