Many companies use online chats on the site to communicate with customers. Often there are difficulties during chat communication: the client doesn’t answer the question, doesn’t buy, or leaves. It works even for companies, like लाइव कसीनो ऑनलाइन: if a player doesn’t receive an answer about bonuses or games at the right time, he can leave. All this has a negative impact on business performance.
If we used to have a landline phone, now we have high-speed Internet with chat rooms and messengers. They have become a trend of today’s generation because everyone wants instant answers to their questions. We are already moving away from calls a little bit because texting is easier and more convenient.
Plus, for the younger generation, communicating on social media has become mainstream. They’re more likely to leave a request or write a question in a chat instead of calling. Remember that the client can be awkward or uncomfortable to call directly. And to engage all formats of communication with the client directly, you need online chat on the site.
Chat on a website is convenient for customers because it allows them to quickly get an answer to their question. If the question is simple and short, then chat allows you to reduce communication and immediately make an appointment, make a reservation, or help in solving a problem. However, there can be difficulties, because the company is faced with a new type of communication.
Let’s analyze mistakes in correspondence with clients in chats and messengers.
Misunderstanding the Purpose of Communication With the Client
In any communication, whether it’s a telephone conversation, a meeting or a correspondence, there must be a purpose. This is the result we want to obtain as a result of the dialog. For different businesses, these goals may be different: to sell a product, make an appointment, book a table, and so on.
Understanding the goal allows you to build the right communication and eventually get a new customer. In chat rooms, it’s also possible to achieve a goal. To do this, you have to lead the client to the desired outcome through dialogue. “He who asks the questions leads the dialogue” is an excellent rule to use not only in meetings, but also in correspondence. The scheme is simple: answer the client’s question – question – clarification. This is how we move the client forward.
For example, the client asked a question in a chat on the site: “Does the therapist work tomorrow?”. And if you just answer “Good afternoon, yes, it works,” you can break the communication and not the fact that the client will make an appointment. There are many examples like this, and the main difference between them is the ragged answers.
Questions move your communication forward. Even when the dialogue has come to an end, clarify: “What else can I do for you?”, “Do you have any more questions?”. This allows you to lead the client to the goal you set for yourself, and to show you care.
Abstract and Big Answers to Questions
A chat message implies a quick and instant response. A specific question should not be answered with a lengthy text, which is appropriate in a detailed email, but with a succinct satisfactory answer. If that’s not enough for the client, you can always offer to send detailed information by email or share a link with detailed information.
At the same time the short answer should be simple and clear, and most importantly, it should answer the question itself. Otherwise, the answer will turn out to be abstract. If the client’s closed question “Do you guarantee the accuracy of your service?” will be written in the abstract “You know, if our accuracy varies, we will change it…”, then he will not get an answer. In that case, the customer may leave in frustration. So when you get a specific question, you have to give a specific answer.
Writing in Caps Locks and Exclamation Points
In live communication, such as on the phone, a manager can trace a client’s mood by intonation, voice, and pitch. In a meeting, a manager will see the client’s reaction in gestures, posture and facial expressions. As for chat rooms, the only way to determine communication is through words and punctuation marks. Interpretation comes solely from the client side. Therefore, in correspondence, it’s important to get the message right.
A caps lock can be interpreted as a shout, and an exclamation point as an attempt to prove something. If you put a different meaning into it, then avoid it. If your company culture allows the use of emoji in correspondence, it’s worth adding them – they reduce negativity and better convey a positive mood.
Increasing the Number of Customer Touches
A customer asks: “Can you tell me how much a manicure costs?” The manager answers: “Look, our price list is at the link.” Instead of getting a clear answer, the client needs to take another step. This complicates and lengthens communication when people like fast. Ask a question, get an instant answer. If you have to follow links from correspondence, take extra steps, open presentations, the client gets annoyed.
You should also write everything in one message: a greeting and an answer to a question. When the message is sent one word at a time, it can cause ambiguous emotions in the client, and if you write “good afternoon” and then make the client look for several minutes at how the operator is typing – you can even make him leave the chat.
Minimize the customer’s effort when answering questions in the chat, don’t make the customer perform unnecessary actions. If he wanted to, he probably wouldn’t have come to you for help.
