Do your business have live chat services? If yes, you are going in the right direction!
Most companies, small to large businesses like restaurants, and retail stores are now opting to provide customer service support to their clients. It is believed that the live chat feature highly contributes to the market growth of businesses. There are options like chat online make money for those who want to earn.
Good customer service skills
If you think that only having a live agent for customers will do the job, you are mistaken! It is the duty of every business to refine its chat messaging and give proper training to its live chat agents for better engagement.
This is because live chat conversations sometimes appear impartial and automated to customers. The customers on the other side see the poor business image, lack of professionalism, and inactive behavior of agents.
Tips for writing professional chat messages
With the increasing popularity of chat services for businesses, it is becoming more and more important for chat service agents to know how to write professional chat messages.
Whether you’re communicating with a client, customer, or co-worker, it’s important to be clear, concise, and professional in your written communication.
And while this may seem like common sense, there are a few key things to keep in mind when writing business chat messages.
Here are 5 key tips to help you write professional business chat messages:
1. Make a good first impression
A chat agent is a customer service representative who provides customer service via instant messaging, video chat, or other means of real-time text communication. Chat agents typically provide customers with information about products and services, answer questions about orders, and resolve problems.
The first impression is everything for a chat agent. The reason is that it is the first contact with the customer. A good first impression will result in a loyal customer who will be more likely to return to the company’s website or store.
A bad first impression will result in a disgruntled customer who may never return to the company’s website or store again.
2. Use proper grammar and punctuation
Chat agents are the face of the company in many ways. They represent the company to a customer when they are not able to do so. Hence, it is important for them to use proper grammar and punctuation while communicating with customers.
Chat agents should always remember that their words have an impact on the company’s reputation and they should always be mindful of their language while chatting with customers.
This sounds like a good policy, but it doesn’t go far enough. This policy is more about avoiding the risk of litigation than protecting the company’s reputation.
3. Writing as you speak
Writing in a formal way in chat work is a talent and should get appreciation. But business chats or communication don’t fall in the same category. It offers impartial and automated off-putting to the customers. When speaking with customers via chat, it is essential to type what you talk to them.
This clearly means that the agents the chat agents can give some valued formal writing rules like keeping the sentences short, using contractions, starting a sentence with a conjunction, and much more. Grammar is equally essential here and the agents have to ensure everything looks correct before sending.
4. Keeping the conversation positive
Chat service agents are the first point of contact for customers and they can make or break the sale. A chat agent should keep the conversation simple, polite, and positive to convert a potential customer into a paying customer.
They should not make promises that they can’t keep. A chat agent should be able to explain what each product and service will do, and how it will benefit the user. Simplicity is always a key aspect of chat messaging.
Also, it is one of the huge mistakes made by the agents, to assume that the customer has knowledge of the product or service. A piece of common advice is to put things in simple language and easy for beginners.
5. Giving a speedy and productive response
Human chat agents are the best way to provide customer service on a website. They can help customers with any queries they have and make sure that they are satisfied with the experience.
Chat agents should be proactive and give speedy responses to customers so that they don’t have to wait for long periods of time. An agent should not talk to a customer for more than 15 minutes unless there is a serious issue.
They should have an online guide about how to handle certain situations for customers who call into the chat line. Thus, customers should always get a speedy and appropriate response!
