The document provides 3 tips for effective live chat: 1. Watch your attitude and language - be polite, mirror the customer's style, and have translation tools ready. 2. Make judicious use of technology like shortcuts and departments to assist customers quickly but avoid sounding robotic. 3. Be truthful but still helpful when you don't know an answer, be prompt but accurate in responses, and personalize assistance while avoiding oversharing. The ultimate goal is to help customers, even if it means swallowing losses, in order to earn customer loyalty for life. Live chat is very effective for customer support and engagement if done properly.

1. 3 TIPS
For Effective Live Chat

2. Live Chat Works
According
to
studies,
90
percent
of
U.S.
consumers
consider
live
chat
to
be
very
helpful,
and
63
percent
of
customers
were
more
likely
to
return
to
a
website
that
offers
live
chat.
Clearly,
live
chat
works.
Not
seeing
results
yet?
Here
are
3
Fps
that
can
help
you
make
the
most
of
your
live
chat
soGware.

3. 1
Make Sure To
Watch your

4. 1
Make Sure To
Watch your
Attitude
The way you handle yourself when interacting with
customers can make the difference between a sale and
an angry customer.
Be cheerful and polite, not sarcastic and curt.

5. 1
Make Sure To
Watch your
Language
Mirror your customer’s style of speaking. When
in doubt, be formal and professional, but refrain
from overusing jargon.
Dealing with multiple languages? Have an
automatic translation tool handy at all times.

6. 2
Always
Make
Use Of

7. 2
Always
Make
Use Of
Technology
Appropriately
Live chat features, such as shortcuts,
triggers, and departments, can save
your team a lot of time, generate lots
of revenue, and help assist customers
better.
But only if they are used judiciously.

8. 2
Always
Make
Use Of
Style Guides
Liberally
Having a set of common words or
phrases to use when dealing with
customers can be useful, but it’s better
not to rely solely on such a guide, lest
you sound robotic.
The style guide may not always
contain the right answers.

9. 3
Remember,
Please Be
Truthful
But Still Helpful
Don’t know the answer to something? Don’t lie. Tell the
customer you don’t know and either find out, or simply invite
another agent into the chat for seamless escalation.

10. 3
Remember,
Please Be
Prompt
But Still Accurate
If your customer requests a chat, make sure to respond within a
couple of minutes, or he/she will lose interest and move on. Once
initiated, take your time to really find the correct response than
rush out a half-baked one.

11. 3
Remember,
Please Be
Personal
But Don’t Overcrowd
Make use of the information afforded by your live chat tool of
choice. Ensure that you take a look through a customer’s
information and chat history (if any) before providing them with
personalized, instead of generic, suggestions.
This kind of assistance will wow your customers.

12. Ultimately,

13. Ultimately,
Forget about the bottom-line
i.e. profits

14. Ultimately,
Help
Your Customer
Forget about the bottom-line
i.e. profits

15. Ultimately,
Help
Swallow
Your Customer
The Losses
Forget about the bottom-line
i.e. profits

16. Earn a Customer
For Life

17. For providing support
and engaging with
customers, live chat has
no equal.
If you are keen on creating customer WOW, you’ll
find that Zopim Live Chat delivers. Try it out with
our 14-day trial - you won’t regret it:
www.zopim.com