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Do’s and Don’ts of Live Chat Support Software

DO'S AND DON'TS OF LIVE CHAT SUPPORT SOFTWARE DO'S BE QUICK DON'TS Customers expect faster responses to live chat. Ideally, you have to respond to customers in under a minute - the TRANSFER average wait time is about 48 seconds. BETWEEN MULTIPLE AGENTS Try to have one agent per query. GET As previously mentioned, a prior PERSONAL chat page can act as a virtual PBX for inbound calls. The induction process includes setting goals and performance expectations as well as clearly establishing the new hire's need for training. BE SCRIPTED Do not rely too much on the chat script. Allow open-ended questions for sales and take detailed follow-up in technical support. LOCAL SUPPORT It is important for the МАКЕ IT A customer that the person dealing with their query SALES PITCH speaks and writes in their native language. Live chat support service is there to help with problems or questions. Conversations should focus on customer needs, not sales pitches. COMBINE CHATBOТ AND HUMAN DO NOT FORGET TO AGENTS SAY WHEN Human interaction via live chat YOU ARE support software is great but automated responses are also AVAILABLE valuable. You need to decide if your live chat support will be for office hours only or provide 24-hour service For more details, you may visit www.duvim.com

Do’s and Don’ts of Live Chat Support Software

shared by duvim on May 04
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Many companies still rely entirely on call centers or in-person services, but customers want more options. Technology has transformed social interaction, giving priority to online solutions. One way t...

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