The folks at Zopim sent us this helpful SlideShare presentation on mastering the art of live chat. As more and more transactions are performed online, live chat is becoming an increasingly important part of the customer experience.
What is interesting about this slide desk is how little technology changes the basics of good customer service. Just as you would in person, it is important to be polite with customers. Just as you should on social media, it is important to be professional with customers.
One tip I really liked was reviewing a customer’s live chat history to customize interactions. One tip I must say I disagree with is “forget about the bottom-line.” While I understand what the Zopim team is getting at, there are better ways to look at exchanging short-term losses for long-term gain than forgetting about profits.
Overall, 3 Tips for Effective Live Chat has a lot of solid advice for creating a great customer experience with live chat. If your business uses live chat (or is considering doing so), check it out!
By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.