5 minutes, excellent customer service chat handling skills

key word ： Customer service chat skills 、 Live chat 、 Intelligent chat robot

Customer service is to let your customers shop with you again . Every enterprise needs repeat customers to thrive . But without skilled chat support agents , It is impossible to provide excellent customer service . Real time support to help solve customer problems through real-time chat is becoming a new standard .

Real time chat support requires a variety of capabilities . Using live chat is completely different from telephone support . Operators with these customer service skills can do more than answer customers' questions . They can develop positive experiences .

Before you can practice your customer service chat skills , Please make sure you have the best real-time chat software .

1. Reduced response time

Customer requests immediate response , If they don't get a response , They may reject your business and choose your competitors . Our customer experience research confirms ,44% Of online shoppers expect response times to be lower than 5 minute .

If you can't answer on the spot , Please inform the customer of the delay , Lest they feel neglected . please remember , The longer a customer waits for your response , The more likely they are to give you negative feedback .

Can help you with real-time chat ：

Respond quickly —— predefined /“ Preset ” Respond to , When there is no customer service online , The user message will guide him to fill in the information, etc ：

Automated reply —— An automated process that is triggered when a customer does something or asks a specific question ：

2. Manage your workload

Having multiple chats at the same time can be a challenge . Real time chat agents need to handle their tasks in a timely manner , Avoid distractions and stay focused . A good strategy for dealing with multiple chats is to identify conversations that will become more complex and can almost be answered on the spot （ This skill comes from experience ）. Learn time management and collaborate with other colleagues on your team .

Can help you with real-time chat ：

Reassign customer service —— Easily delegate the chat to another customer service who is not too busy or knows more about the product .

Integration of multiple chat channels ——SaleSmartly Support mainstream independent stations 、Messenger、WhatsApp、Instagram、Line、Telegram、 Email Wait for multiple chat channels , So you don't waste time switching from one application to another .

session management —— analysis - Display real-time chat statistics about customer service ： The total number of messages they sent 、 End chat and reaction time in the selected time period . This will let you know when your customer service is busiest , And assign extra hands when needed .

3. Use simple language

Correct grammar and punctuation are essential . There is a strong correlation between your writing skills and customer satisfaction . Besides , If you serve foreign language speaking customers , Please note that you may not always have time to find the correct word or spelling . Please note that global customers —— Not everyone is fluent in English （ Or any other language you use to communicate ）, So don't use complex words or complex grammatical structures .

Can help you with real-time chat ：

Multilingual online translation —— Support 100 A variety of languages , And can recognize according to the language of the client browser .

4. Find out what your live chat solution offers

The design of real-time chat software considers the business owners . In addition to the features mentioned in this article , Real time chat also has many amazing skills and functions , Can help your operators complete their work . It is an important tool for providing quality customer service .

The more they know about online chat applications , The smoother their work will be . With an explanation , Use SaleSmartly, You can do more than just chat （ track 、 Statistics 、 automation ）.

It can also help your real-time chat function ：

Offline time —— Set the appearance of real-time chat sent by all customer service personnel when they are offline 、 Title Text and messages .

The blacklist —— Stop visitors who waste your time .

Chat record —— Export chat for later viewing （ for example , For quality purposes or problem analysis ）

Chat rating — After the chat , You can send a request for chat ratings to visitors . If you have collected an email through a pre chat survey , Then you can also consider sending an email through the management panel .

Let customer service chat in real time Be your right-hand man

Compared with those enterprises that use resources for advertising , Enterprises that give priority to real-time chat and customer support enjoy higher profitability 、 Sales and customer retention . Real time chat customer service is important （ Just like any other type of customer service ）—— Real time chat operators should be expected to treat customers the way they treat customers in any other environment .

Unlike other tools , Real time chat provides unique capabilities to support agents , Can help them better 、 Manage workloads faster . most important of all , This support can be automated through chat robots , Make work more efficient .