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“It’s nice to be nice” as the old saying goes; with Kissmetrics reporting that 73% of consumers saw friendly customer service representatives as a major factor that would convince them to stick to a brand, you could say doubly so as far as your company is concerned.

It’s not difficult to be polite, and it could mean the difference between keeping a customer and never seeing them again.

The positive of live chat from a user perspective is that they can speak to a person.

According to studies, 77% of online shoppers want to contact a real person before buying.

This means no robotic one-liner answers, and maximum understanding shown to reassure them at a crucial part of their online transaction.

People who are about to invest in your brand, want to know that they are valued.

Customer Service can be measured accurately on the amount of effort made by the customer service agent themselves.

So just think what are you willing to do to ensure your customers walk away with a smile?Exceeding expectations can make you stand out as a company where customer service is concerned.As many as 84% in a Harvard Business Review study say that their expectations had not been exceeded in their last customer service interaction. Exceeding expectations is what great customer service is all about, so go ahead and make someone’s day and go above and beyond for your customers.Now that we have had the round up of what you absolutely should do to be awesome at live chat, let me now shed some light on the don’ts of live chat: Uncertainty and customer support do not mix.If someone is having problems with their product or service, the last thing they want is to be switched from department to department and from agent to agent to have this resolved.A study from Harvard Business Review found that avoiding negative words like “can’t,” “won’t,” or “don’t” can reduce the Customer Effort Score by as much as 18.5%.

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