In this hyper-competitive era, customers are everything for the business owners. Owing to this, it is paramount to offer impeccable customer service. There are so many channels available such as telephone, email, chat, etc. for the customers to avail the desired support service.
But most of the customers prefer voice channel to avail the desired resolutions because of the personal touch that this channel provides. From the business’s point of view, handling so many customers on one channel is an uphill task. Still, it is crucial to provide a human touch across all the channels.
With the time, the popularity of live chat has increased more than ever. Therefore, it is significant to give a personal touch during the chat session. However, this isn’t as easy as it sounds because you have to put yourself in the customer’s shoes in order to render personalised services. That’s why most of the business owners prefer to outsource live chat support service.
Have a look at the following tips that will tell you how to provide a human touch during the live chat:
To enhance the customer experience, it is imperative for the agents to introduce themselves whenever new chat box pops up. In order to ensure an effective chat conversation, it would be beneficial to ask customers for their name.
After that, chat agents should apologise for the inconvenience that customers faced owing to the product or service related issues. This will make the customers feel valued, which, in turn, leads to the bolstered brand image.
To leave an everlasting impression on the customers, agents should use a friendly tone; that means jargon or technical language should be avoided.
Apart from that, customers mostly break the association with a company whenever they get assisted in an impersonal manner. That’s the primary reason why it is always suggested to outsource live chat support service.
Use canned messages but carefully
Nowadays, customers want personalised services in a swift manner. Around 79% of customers prefer live chat to avail the desired services because of its immediacy.
However, typing a message in a personalised manner may consume a lot of time. This can affect the CX levels. That’s why BPO firms allow the agents to use pretyped messages.
The negative consequence of using canned messages is that these can remove the personal touch that customers seek during the interaction. This can bring the CSAT score down.
Therefore, it is paramount to give agents training in such a way that helps them to use automated messages properly. For better typing speed, furthermore, agents should use a typing indicator. It is suggested to the agents to use emoji while using canned messages for the sake of personal touch.
Make use of CRM
Using CRM (Customer Relationship Management) software has always been the most efficacious way to render personalised customer service. This is so because it not only helps to target prospects but also maintains customer-centric data.
With the help of CRM, agents can easily access important information such as customer’s personal data, chat history, etc. Needless to say, agents can easily enhance the customer experience by using CRM.
Apart from that, it is significant for the agents to update the CRM records after a chat session. This could help in increasing the productivity levels.
So, if you are a business owner and willing to focus only on core competencies, make contact with any reputed BPO firm to outsource live chat support service.
Offer the chat transcript
Well, voice channel always gets more preference because it allows customers to speak with a real person. This channel could also invite unnecessary issues for the business. This is so because customers never get the call transcript after the interaction. As a result, this may lead to arguments.
Therefore, it is very important for the BPO firms of Australia, UK, etc. to instruct the agents to offer chat transcript to customers at the end of the interaction. From the customer’s point of view, a copy of the chat conversation is crucial because it could help in exterminating the issues at the later stages.
Two major benefits of providing chat transcripts are:
- The rate of customer service requests will get reduced.
- The CSAT score will get increased.