Imagine walking into your favorite store and being greeted with, “Hi, my name is Joe Salesman and welcome to The Store. I would be happy to answer your questions today.” That’d be weird, right? It’s typically more like, “Hi there, let me know if I can help you find anything today!” When you’re faced with a real human, you talk like a real person. It’s like our mamas always told us: Just be yourself!
Today’s Theme: Be Human
There’s a reason you’ve been trusted to do live chat. You’re a combination of smart, tenacious, sympathetic, funny, friendly and compassionate. Not letting your personality show just because you’re behind a keyboard would be an awful waste.
So always strive to add a personal touch to the conversation. If the customer offers their name, use their name. “Great, thanks for stopping by, Sarah. Come back soon.” If you have a personal anecdote to offer that fits the context of the conversation, shout it out. “I own a pair of those slippers and they’re very comfortable…” And look for customer information to make chat more personable, but don’t go overboard. “I see you’re chatting from Michigan today. Gettin’ pretty cold there now?”
Ultimately you should be focused on making your customer’s day brighter. Don’t sweat it if you make a few punctuation, capitalization or small grammar mistakes along the way. We’re all human and we all make mistakes now and again. And if you mess up, apologize, be friendly and then get back to being helpful.
LAST CALL! Guru of Customer Happiness Bill T. is serving up some piping hot tips on holiday customer happiness today. Go here to register for the 12 Days of Chatmas Webinar or if you can’t make it, check out the Secrets of Olark for a general overview of using Olark.
Show us you’re a human by getting in on this conversation. Tweets @Olark with the hashtag #12DaysofChatmas to share your tips on being human with your customers and you could win a $20 gift card. Get onboard the Chatmas Train!
Welcome to Day 3 of the 12 Days of Chatmas at Olark! Over these 12 days we will be sharing tips to make your holiday selling season a success — and nothing helps you do a better job of pleasing your customers more than actually hearing what they want.
Today’s Theme: Listening
Listening to customers gives them the chance to explain exactly what they are looking for. Even if you don’t have it, you may get valuable information about your market. Listening gives the customer confidence in your ability to help them and assures them you really understand what they want. Try asking questions to make sure you really understand the customer’s request.
Listening sounds easy, but when you are in the thick of Cyber Week, with lots of chats on the go, how can you spend the time with all your customers? Business owners know that while it may be tempting to ignore more challenging conversations, a little patience can yield a customer for life. That’s great ROI!
Want a full-on crash course in holiday customer happiness? Check out the 12 Days of Chatmas presentation on Thursday, December 5 by Guru of Customer Happiness Bill T.
We would really like to listen to you! Join us on twitter and share your tips on listening to customers or any other holiday chat tips @olark with the hashtag #12DaysofChatmas and you could win a $20 Amazon Gift Card. Have a great Cyber Wednesday and keep having a merry Chatmas!
Congratulations! You’ve survived Cyber Monday and it’s all downhill from here, right??
Not so fast my friend. In 2012 we actually saw a spike in the total number of conversations happening on the Tuesday and Wednesday AFTER Cyber Monday. So stay en garde and know what to do when a rush hits, be it expected or unexpected.
Today’s Theme: Managing Chats
The beauty of live chat is that it allows operators to have a one-on-one conversation with multiple customers at the same time. It’s important to remember that each of those conversations should be personal and helpful, and that try as you might, you can’t help everyone at once.
So establish a limit that you can effectively handle. For newer operators, we recommend 4, or maybe 5 chats at once. For more experienced operators that number could go as high as 7, but remember: the quality of the conversation is what’s most important. Don’t let your response time dip, or your ability to listen and respond accurately suffer.
When you reach your limit, you can have Olark auto-set you to ‘away,’ or you can manually change to ‘away’ so you can finish helping those you’re already talking to. While it’s important to help those you’ve already started helping, it’s equally important that new customers aren’t left waiting without a response. If you can’t be quick, be away.
ALSO – This Thursday our own Bill Thompson is hosting a special one-time webinar focused on chat for shopping and ecommerce. Many of the current and upcoming 12 Days of Chatmas tips will be discussed, and we’d love for you to be a part of the conversation. You can sign up for the webinar here.
Quality vs. Quantity: How do you manage chats?
When the holiday season gets busy, and busier and even busier, how do you keep customers happy without keeping customers waiting? Share your expertise in the comments below or on Twitter using #12DaysofChatmas
Join in the conversation for a chance to win a $20 gift certificate. Tweet us (@Olark) — email us (email@example.com) — or leave a comment below, and each day we’ll pick one winner.