Use Chat to Reinforce Your Self-Service Content

In specialized fields such as health care, financial services and technology, not everything a customer reads makes sense the first time, nor is language interpreted the same way by everyone. This is definitely true for online knowledgebase and solution portals. Implementing chat allows users to request additional information or clarity on what they’re reading. The following are four of the most desired qualities in chat support, from the customer’s perspective:

  • Short wait times
  • Fast answers
  • Accurate, up-to-date information
  • Friendly service

How can you deliver on the above points? Here are some tips for each one to provide the best customer service experience possible.

Shorten Wait Times

Ensure enough agents are staffed to provide engagement to each customer, especially during peak hours and seasons of high volume. Choose a portal that works well in all major browsers with excellent uptime, if a hosted solution.

Quickly Get Them the Info They Need

Build or hire a team of agents with strong critical thinking skills. Thoroughly train and actively manage staff. Keep them engaged and knowledgeable about the product or service they’re supporting. Make sure all of the systems agents are using perform well.

Ensure Accurate Content

Allow agents to flag and/or update internal resources and external knowledgebase articles when errors or outdated content is discovered. Consider adding a survey question about the quality of content an agent shared during a session. Review and implement any changes that make sense.

Treat Them Right

When canned responses are available to agents, check to make sure they match the tone of your company’s voice. “Warm up” any language that may sound cold to your customers. Congratulate and reward agents who consistently display a friendly demeanor.

Using chat to supplement knowledgebase content and customer service is key to improving engagement and retaining sales. Continue listening to your customers wishes, and do everything in your power to provide them with experiences that meet or exceed their expectations. You may even find a boost in sales thanks to referrals from happy users.

Leave a Reply