Managing live chat can be a little intimidating for first-time users. Customers expect a certain level of professionalism, but they also like to know they’re talking to a real person. Tone of “voice” can also be difficult to detect in text-based interactions.
So how can you strike a balance between authenticity and professionalism in your chat interactions? Let’s take a look.
Determine the direction of the chat and tailor your response accordingly.
First, consider how your chat window is set up. Does it send the website visitor a greeting as soon as the page loads? Or does it wait for them to contact you? Or maybe a mix of both?
How and when the chat is initiated is important because it helps you predict the customer’s needs. For instance, if the window pops up when the visitor adds an item to their basket or spends a certain amount of time on the site, you can anticipate their concern before they even start typing.
Read the (chat) room.
A good way to connect with the recipient is to emulate their tone while also maintaining your own. How can you do that?
If they use emojis, don’t be afraid to send a smiley face back. (In fact, we encourage the use of emojis in most, if not all, conversations — but that’s a topic for another post.) Be understanding if they have an issue. Reassure them if they apologize for asking a question that seems straightforward.
Set up a humanized chatbot to respond when you’re offline.
You’re only human. You can’t be online all the time, even if your customers expect an instant reply. But you can provide 24/7 customer service with a chatbot.
Automated chat will power the majority of your conversations. It’s especially helpful for answering frequently asked questions, scheduling appointments, and handling other easily automated tasks. Automation ensures the customer gets the instant answers they want and you aren’t glued to your chat app every waking moment.
Ready to communicate better with your customers, convert more leads, and increase your sales?
We don’t have to tell you how to interact with your own customers and website visitors. After all, you know them best. And getting to know your new leads is also one of the most rewarding parts of running a business. Web chat can help you do that in an unintrusive way.
ZyraTalk is an all-inclusive, fully customizable solution that fits into your existing marketing strategy. With text, email, and desktop notifications, you’ll never miss the chance to connect with your leads or customers ever again.
Here at ZyraTalk, we don’t do gimmicks or empty promises — the numbers speak for themselves. Our clients have enjoyed three times more conversions, six-figure revenue increases, and dozens of reviews from satisfied customers.
ZyraTalk can help your company achieve those same results for the sweet, sweet price of zero dollars. But don’t just take us at face value. Click the chat bubble at the bottom of your screen and give us a test drive to discover what we can do for you.