Chat support is one of the most popular forms of customer support, it’s fast, easy, and convenient, and it’s often the first step that customers take when they have a problem, but chat support can be frustrating and disappointing if it’s not done well.
Establish Clear Expectations From The Start
If you want to improve your chat support, one thing you’ll have to do is accept that you’re really only going to be able to help a certain percentage of customers, the vast majority of people who need help will never reach out.
Furthermore, a large percentage of those who do reach out will never be able to solve their problem through chat, human beings are wired to seek help, but they are also wired to expect help to be given to them in a certain way.
This isn’t something that can be changed, it’s simply how people are wired, so when you’re planning your chat service, remember that you can only help a certain percentage of customers, and you need to make sure that you’re prioritizing the right people.
Respond Quickly To Customers’ Questions
It can be frustrating trying to get your customers to clarify their questions or solve their problems through email, you can try to help them out, but it can be especially difficult if they aren’t using a very specific language.
A customer might ask you to do something that’s very specific, but their words might be vague enough that you might not understand them correctly, this can make it difficult to correctly help that customer. If you know a customer is having a problem with your product, you can respond to their question quickly and easily through Chat support.
You can also add that question to your ticket if you’d prefer to save it for later, if you have a specific question that you need to be answered while chatting with a customer, you can easily add it to your ticket, this can help you get the information you need whenever you need it.
Be Patient and Polite
If you respond too quickly to your customer’s questions, they might get frustrated and annoyed, if they feel like they’re getting nowhere and frustrated, they might stop trying to solve their problem.
Be patient and polite with your customers, if they aren’t getting anywhere, let them know that you’re unable to solve their problem at the moment but that you’ll send them an email ticket or give them a ticket number so they have a way of getting the information they need. Don’t make customers feel like they’re wasting your time.
Offer Help Where You Can
You might not be able to solve every customer’s problem, but you can help them solve other problems through chat, some customers have general questions about your products or services, and others have specific questions about a feature or a specific problem.
If you’re able to help with either of these things, you can help your customers solve their problems, help customers by guiding them through self-service options, for example, if you offer a way for customers to move their account to a new service, help them move it.
If there’s a way for you to give customers directions or assistance, let them know and you can also let customers know if you’re able to escalate their request or if you can give them a call back to schedule an appointment.