Engage Customers
What are the fastest growing and most popular channels for customer service?
Live chat and text
You have 2 goals at the beginning of a chat. What are they?
1. Build rapport
2. Start customer service
Chat conversations are typically a combination of these two types of styles.
1. Freetext
2. Templates
These clues will help you to determine if your customer is a casual or formal writer.
1. How do they write their name (Dr. Amy Hunter vs Amy)
2. Do they use emojis and text-speak (LOL, jk)
3. Do they use conventional punctuation
4. Do they try to create a personal connection?
In a chat or text conversation, try to keep your sentences to about _____ words or less.
35 - 40 words
A broad question.
A successfully closed chat will include these 2 components:
1. End the chat on an upbeat note
2. Saying thank you!
Name a commonly used template in the PLCC
:)
Tips for emojis include:
1. Never substitute an emoji for a word
2. Embellish what you write with emojis
Most of the delays during a chat or text conversation happen because the customer is multitasking or distracted. TRUE or FALSE
FALSE
Close-ended Questions allow you to...?
Confirm understanding
If you have to stop chatting in real time, what three things should you share with the customer?
1. Inform customer you are doing something else
2. Give time approximation
3. Communicate outcome
Quick Responses
What guidelines should be followed when matching the customer's level of formality?
1. Match but you don't have to mimic exactly
2. Remain professional at all times
It's okay if your chat or text conversation with a customer gets out of sync as long as you do what? (choose two)
A. Keep track of and answer all of the customer's questions.
B. Explain when you're returning to an earlier topic.
C. Ignore the customer's questions if they are off topic.
An effective chat or text conversation will include a mix of all three types of questions.
Open-Ended, Probing and Close-ended questions
If the customer is delayed in responding and appears to have stepped away from the chat conversation, follow these steps:
1. acknowledge that you recognize that the customer has stepped away
2. advise how long you can wait (using Quick Responses)
3. Tell customer how to reconnect if leaving the chat (using Quick Responses)
When should Freetext be used?
1. To fit the customer's situation and mood
2. To show that you care and are paying attention
3. To demonstrate sincerity
What are the risks associated with using abbreviations?
1. Appearing unprofessional
2. Causing confusion
When you include hyperlinks in your chat or text conversations, what two other things must you also do?
Mention where the link goes and why you're sending the customer to that link.
In these three situations you should switch to a phone call.
1. Customer unable to follow directions
2. Customer has poor writing skills
3. You don't want a written record
Use these 3 Tips for Handling Out-of-Sync Chats:
1. Go with the customer flow
2. Keep track and answer all customer questions
3. Use words that return to earlier topics
Use templates in the following 3 scenarios:
1. For detailed content that blends numbers and words
2. For multi-step instructions
3. When asking customers to wait
What Abbreviation tips were shared?
1. Wait for the customer to use an abbreviation
2. Use well-known abbreviations
Why can the phrase “Is there anything else I can help you with today?” be a risky way to close a chat or text conversation?
If you've been unable to help the customer, asking this question can sound sarcastic or ridiculous.