Web Chat Tips and Techniques, Chat Support, Non Voice Customer Service, Digital Customer Service

Summary

This video offers valuable web chat tips for enhancing digital customer service skills. It demonstrates the efficiency of web chat over traditional voice calls and emails, emphasizing the importance of a friendly yet professional tone. The host shares best practices, such as reading customer inquiries carefully, providing concise responses, and using tools like canned responses and links to FAQs for efficiency. The video also touches on the use of emojis to add personality and the necessity of careful chat management when handling multiple customers simultaneously.

Takeaways

• 😀 Web chat is an efficient customer service tool that allows quick connection to a representative without the need for a lengthy wait.
• 💬 The tone of a web chat should be friendly and conversational, yet professional, to make customers feel at ease while maintaining a human touch.
• 🤖 There is a possibility of first encountering a chatbot in web chat services, which is a part of companies' efforts to streamline workflows and save time.
• 🔍 It's crucial for customer service representatives to carefully read and understand the customer's question before providing an answer to ensure accuracy and efficiency.
• 📝 Short and quick responses are preferred in web chats, with updates provided to keep the customer informed of the progress without unnecessary small talk.
• 📑 For longer explanations, providing a link to a relevant document or FAQ page is more efficient than typing out a lengthy response in the chat.
• 📝 Canned responses or chat templates can save time but should be used judiciously to avoid making the interaction feel robotic.
• 👍 Adding appropriate emojis can help lighten the mood and make the chat feel more personal and engaging.
• 🔄 Transferring chats to another agent or supervisor should be done smoothly, with a brief explanation to ensure the customer doesn't have to repeat their issue.
• 👀 When chatting with multiple customers, it's important to double-check the recipient of the response to avoid confusion and ensure accuracy.
• 🔒 The script emphasizes the importance of providing quick and simple solutions by leveraging available tools and resources, rather than creating ad-hoc responses.

Q & A

What is the main topic of the video?

The main topic of the video is web chat tips and techniques to improve digital customer service skills.

Why does Chris choose to use the web chat feature instead of calling or emailing the company?

Chris chooses to use the web chat feature to avoid waiting on hold or waiting hours for an email response, seeking a quicker way to get her question answered about the company's return policy.

What is the importance of starting with a friendly greeting in web chat services?

Starting with a friendly greeting sets a positive tone for the interaction, making the customer feel welcomed and attended to by a real person, which is essential for building rapport in digital customer service.

Why is it recommended to speak in a conversational tone during web chat?

Speaking in a conversational tone helps to maintain a balance between friendliness and professionalism, making the interaction feel more natural and less like an automated chat bot.

What is the role of chat bots in the initial stages of customer interactions?

Chat bots play a role in automating the initial stages of customer interactions to increase efficiency and save time for both the company and the customer by answering basic or frequently asked questions.

Why is it important to carefully read a customer's question before responding in web chat?

Carefully reading a customer's question helps to ensure that the response is accurate and relevant, avoiding the need for corrections and providing a better customer experience.

What is the purpose of using short and quick responses in web chat conversations?

Short and quick responses are used to keep the conversation moving, provide timely updates, and ensure that the customer does not feel neglected or ignored.

Why should customer service representatives avoid too much small talk during web chat?

Too much small talk can distract from the customer's main concern and delay resolution, whereas staying on task ensures that the customer's needs are addressed efficiently.

How can customer service representatives make their responses more readable in web chat?

By breaking down responses into one to two sentences per statement or paragraph and using line breaks or spaces, making the text easier to read compared to a long, unbroken paragraph.

What is the benefit of using canned responses in web chat?

Canned responses save time by providing pre-written templates for common questions, allowing customer service representatives to respond quickly while maintaining consistency in communication.

How can customer service representatives ensure they are sending the correct chat response to the right customer?

By double-checking the customer's name in the chat box before sending a response, ensuring that the reply is tailored to the individual customer and not mixed up with others.