How to Train Your CSRs to Deliver Out-Class Live Chat Support?
Live chat support has proven to yield a number of benefits for online businesses of all type and sizes. It has helped retailers to enhance their online service, increase online clientele, revenues and much more. However, you can only get the desired benefits of this web-based chat application when you provide proper training to your CSRs on how to execute it properly. There have been a lot of talks about the benefits of having online support on e-commerce websites. No doubt, this web-based chat application has taken the online business world by storm, as it has totally changed the way the retailers used to get connected to their worldwide customers. Additionally, this web-based chat application has also changed the way the vendors have been communicating with their potential clients. With the help of live chat support the retailers can develop quick one-on-one contact with their far off customers. The live chat has become the part and parcel of every e-commerce website by enhancing the quality of online customer service. However, to make the most of this chat application in achieving your online business objectives, you need to train your customer service representatives. An online chat is only going to give you desired results when you provide right training to your CSRs on how to properly execute it. Training your chat agents simply requires you to teach them on how to properly execute your live support features and your company’s services. Provide Training on Proper Use of Proactive Greetings Your online chat support offers proactive chat greetings; therefore, train your CSRs on when to use these. The moment he/she lands on your page ask your chat personal to send a welcoming proactive chat greeting to every visitor. Set a certain time period for this and bound your chat reps to strictly follow it. Different surveys have proved that sending the welcome chat greeting after the first three, four minutes of visitors’ arrival yield more useful results. However, whatever the time you set for your live support, all of your chat agents are strictly required to follow it. You should also guide your chat reps on when to send a chat greeting other than a welcome greeting. Tell your chat persons on how to judge where a customer is in need and where should he/she be invited to a live support proactively. Leaving your customers in limbo while they are on your site can cost you huge lost. In the same way, sending too many chat greetings might annoy your customers. Provide Proper Knowledge about Your Products and Services Your chat reps should have complete knowledge of your business. They should know each and every thing about your services and products and you should provide them training on how to properly guide the potential clients about your online business.
When to Use Canned Message Canned messages are designed to answer commonly asked questions. The purpose of designing such messages is to provide quick and relevant responses to your potential buyers. Moreover, the responses through canned messages show harmony in your services. However, the frequent use of pre-designed messages fails the purpose delivering a useful service because it brings robotic touch to your services. How to escalate online Chat? Train your agents on how to escalate a chat to a suitable chat agent when the question is beyond one’s expertise. By doing this you will not only save your customer’s time but will also provide him/her with relevant answer in the minimum time period. Last but not the least, you should build a strong knowledge base and train your agents on how to benefit from it while providing live support service to your online customers.