Want to know the quickest way to lose a loyal customer? Let them chat an untrained call center rep via a chat application.
Without the proper training, your call center rep won’t be prepared for using chat applications to provide service…and your customers will know it from the very first typo.
Here are seven major considerations for determining how to get your call center reps up to speed when making the switch to live chat service using live chat software:
1. Make Sure Your Reps are Good Writers
Just because your call center rep has a golden voice and can verbally talk a customer off a ledge doesn’t mean he or she will be able to handle the same conversation using live chat service. The first step in offering superior live chat for website service is to make sure the people providing the live chat services won’t kill your business. Customers will – fairly or not – judge your company based on the spelling and grammar live chat reps use.
2. Make Sure Your Reps are Multi-Taskers
Call center reps are used to providing service one-at-a-time for customers; call center live chat service providers need to be able to chew gum and walk at the same time. One of the big benefits of offering live support chat is that your team can handle more than one customer at a time, which means you resolve more problems faster – as long as you have the people to do it. This requires nimble, quick thinkers who can use live chat software to jump from one conversation to another without skipping a beat.
3. Make Sure Your Reps Can Recognize an Angry Customer
It’s easy to pick up the tone of a verbal conversation. When a click to call customer is angry or frustrated, there’s no doubt about it when they’re talking (or yelling). That same level of anger, frustration or sarcasm is not always as apparent in an online live chat, so training your service reps to recognize the clues and providing them with the language to ensure satisfaction is crucial.
4. Make Sure Your Reps Provide Timely Responses
We live in a world of instant gratification, and live chat service can leave a customer wondering what is happening on the other end of the chat. Live chat service providers must strike a balance between getting so chatty that they slow things down and so quiet that the click to chat customer thinks they’ve entered the Twilight Zone.
5. Make Sure Your Reps can Provide Detailed Responses Quickly
Can your customer service team rub their bellies and pat their heads at the same time? It’s harder than you think, but organization and attention to detail are much more crucial in a live chat environment; reps need to be able to respond to the right client with the right information, quickly retrieving the answers customers need.
6 .Make Sure Your Reps are Fast Typers
Talking to a hunt-and-peck typist in a live chat environment is like talking to William Shatner at the height of his James Kirk performance: the words…come…so…slowly…it’s….infuriating. Solid keyboarding skills and technical proficiency with the live chat software make the difference between a good live chat experience and the kind of experience that has your customer teleporting elsewhere. Providing agents with a list of pre-drafted responses to common questions can also be a powerful resource for your team. They can pull the response and quickly customize it to be relevant to their conversation quickly and efficiently. Training your call center live chat reps how to quickly research answers, toggle between conversations and leverage the tools at their disposal will ensure a successful transition.
7. Make Sure Your Reps Can Finesse Responses
When a customer is already upset over something, the last thing they need is to be pushed off the cliff by a live chat rep who doesn’t know how to finesse their responses. Word choices and language used by the live chat rep can either soothe customers or infuriate them. Those who know how to say the right things may not always know how to type them.
If you’re worried that your call center reps will destroy your plan to use live chat software before its even implemented, never fear! Providing live help to your customers is a different service often requiring a significantly different set of skills, so before implementing live help software for your company, let us help you ensure that your team has received comprehensive live support software training. Online chat software can reduce the cost per interaction& average response times. It can also enhance your ability to provide excellent customer service, establishing a level of attention to your customers they can’t obtain from your competition – but only if it’s done right.
graphic courtesy of blogdramady.blogspot.com