Post by ruhaimaromana22 on Nov 6, 2024 4:22:27 GMT -6
Communicating with clients is an art. No matter how sophisticated you are, someone will definitely be dissatisfied. And that's only half the trouble! Establishing contact in digital channels without seeing or hearing a person, using only written speech, is doubly an art. How to use words when communicating online so that the business feels the benefit: clients are satisfied, and sales grow?
We suggest analyzing what is "good" and what is "bad" using the example of a chat on the website supported by LiveTex. What will help to dispose the client to place an order, and what, on the contrary, will push social media marketing service away and force him to close the correspondence window with the company representative? What are the rules of communication? Let's analyze them in order.
1. Engaging greeting
Of course, everyone knows that you need to greet the client. But not everyone does it, and even those who do, sometimes make mistakes.
Saying hello is not enough. You need to be able to save your clients' time and already at the greeting stage take the initiative, offer competent help. This way, you will quickly win over the client, help them start a conversation.
2. Efficiency
Online chat implies a fast response rate. So, when contacting the chat for the first time, the client receives information that his message will be answered within 30-60 seconds. But situations are different, and sometimes sales specialists do not have time to meet the set response time. If this happens, warn the client about it - set up a hold so that the client receives letters about the delay in response automatically.
There is nothing shameful in writing to the client in the chat "Just a minute", provided that the client himself uses diminutive forms. In another situation, write: "Please wait a minute" - this way the client will know that you have not forgotten about him, but are simply looking for an answer.
Specify the time of receiving a response, so that a situation does not arise when the client receives the message "You will receive an answer in 30 seconds", but no one is servicing the chat (the working day has ended). Set up a shortcut so as not to show it outside working hours. In this case, you can collect applications using the offline feedback form .
It is also appropriate to use promotions and special offers to collect applications more effectively. For example: “Are we not online? Write to us during business hours from 9:00 to 18:00 and get a 5% discount!”
We recommend writing in full sentences so that the client does not sit and wait for the sales specialist to finish the thought.
To increase the speed of response and to get the client to understand which button to press and who exactly to contact, employees can also use screenshots, photos, videos and audio materials.
3. Completeness of the answer
It is important to remember that the chat is not designed for the client to search for information independently, but to help him reduce the time it takes to obtain information. Sales managers are sometimes too lazy to write out answers that are already "somewhere on the site", but then why should clients contact the chat?!
We suggest analyzing what is "good" and what is "bad" using the example of a chat on the website supported by LiveTex. What will help to dispose the client to place an order, and what, on the contrary, will push social media marketing service away and force him to close the correspondence window with the company representative? What are the rules of communication? Let's analyze them in order.
1. Engaging greeting
Of course, everyone knows that you need to greet the client. But not everyone does it, and even those who do, sometimes make mistakes.
Saying hello is not enough. You need to be able to save your clients' time and already at the greeting stage take the initiative, offer competent help. This way, you will quickly win over the client, help them start a conversation.
2. Efficiency
Online chat implies a fast response rate. So, when contacting the chat for the first time, the client receives information that his message will be answered within 30-60 seconds. But situations are different, and sometimes sales specialists do not have time to meet the set response time. If this happens, warn the client about it - set up a hold so that the client receives letters about the delay in response automatically.
There is nothing shameful in writing to the client in the chat "Just a minute", provided that the client himself uses diminutive forms. In another situation, write: "Please wait a minute" - this way the client will know that you have not forgotten about him, but are simply looking for an answer.
Specify the time of receiving a response, so that a situation does not arise when the client receives the message "You will receive an answer in 30 seconds", but no one is servicing the chat (the working day has ended). Set up a shortcut so as not to show it outside working hours. In this case, you can collect applications using the offline feedback form .
It is also appropriate to use promotions and special offers to collect applications more effectively. For example: “Are we not online? Write to us during business hours from 9:00 to 18:00 and get a 5% discount!”
We recommend writing in full sentences so that the client does not sit and wait for the sales specialist to finish the thought.
To increase the speed of response and to get the client to understand which button to press and who exactly to contact, employees can also use screenshots, photos, videos and audio materials.
3. Completeness of the answer
It is important to remember that the chat is not designed for the client to search for information independently, but to help him reduce the time it takes to obtain information. Sales managers are sometimes too lazy to write out answers that are already "somewhere on the site", but then why should clients contact the chat?!