Effective Chat Support: Exploring the Dos and Don’ts

SixEleven

Businesses are looking for ways to provide excellent customer service promptly. One of the most popular ways of doing so is by offering chat support. Effective chat support allows customers to get their queries resolved quickly, without having to wait on hold for hours. 

If you are a BPO executive or an agent, providing effective chat support is essential to keep your customers happy. In this article, we will explore the dos and don’ts of effective chat support.

Dos and Don’ts of Effective Chat Support

Chat support is one of the aspects of providing customer service. To date, about 63% of customers prefer chats as a medium of communication between them and the brand.

But to be successful in providing effective chat support also has rules. Consider the following:

The Dos

1. Be proactive:

When a customer initiates a chat, make sure to greet them promptly. Let them know you are happy to help them. If there is a wait time, inform them and assure them that you will be with them soon. Being proactive helps to keep the customer engaged and reassured.

2. Be courteous:

Using polite language and addressing customers by their names helps to build rapport with them. Always thank customers for their patience and provide them with the information they need.

3. Be knowledgeable:

Having a thorough knowledge of the products and services you offer is essential to provide effective chat support. Make sure to familiarize yourself with common customer queries and their solutions. This will help you to provide quick and accurate responses.

4. Be concise:

Customers appreciate quick and to-the-point responses. Avoid using jargon or technical terms that customers may not understand. Keep your answers simple and easy to understand.

5. Be empathetic:

If a customer is facing a problem, show empathy towards them. Acknowledge their frustration and let them know that you understand their situation. This helps to build trust and rapport with the customer.

The Don’ts

1. Don’t ignore the customer:

Ignoring a customer’s chat or leaving them on hold for too long can lead to frustration. Make sure to acknowledge the customer’s chat as soon as possible and provide them with a wait time if necessary.

2. Don’t use canned responses:

Using pre-written responses can save time but also make the customer feel like they are not being heard. Avoid using canned responses and personalize your responses to the customer’s query.

3. Don’t multitask:

Chatting with multiple customers at the same time can lead to confusion and mistakes. Make sure to focus on one customer at a time and provide them with your undivided attention.

4. Don’t argue with the customer:

If a customer is unhappy with a product or service, arguing with them will only worsen the situation. Instead, try to understand their perspective and provide them with a solution that meets their needs.

5. Don’t end the chat abruptly:

Ending a chat abruptly can make the customer feel like their query was not resolved. Always ask the customer if there is anything else you can help them with. Also, provide them with a summary of the chat before ending it.

Wrap Up

Effective chat support is essential to keep your customers happy and satisfied. By following these dos and don’ts, you can provide excellent chat support that meets your customer’s needs. 

Remember to be proactive, courteous, knowledgeable, concise, and empathetic. Avoid ignoring the customer, using canned responses, multitasking, arguing with the customer, and ending the chat abruptly. By providing effective chat support, you can build trust and loyalty with your customers. It can lead to increased sales and revenue for your business.

AboutSixEleven

SixEleven is the first Davao-Based solution-oriented contact center designed to provide quality services in Sales, Marketing and Customer Support in the Philippines.