When I need to reach out to a company, chat is almost always my preferred contact method. It’s usually quick, and I can be doing other things, like replying to email or making a quick call, while I chat.
Your customers like the ease of chat, too. But it’s not enough for the chat to be convenient and fast. You need to be creating rapport in conversation and speaking your brand voice. That’s why today I am giving you two things you (or your employees) can do to make chat interactions flow like friendly face-to-face conversations.
1. Use Personal Pronouns
Use personal pronouns, I, we, me, you – to make written communication sound more warm and personal. Pronouns, especially “I” and “you” – humanize the employee, and the customer and they bring a personal tone to a chat exchange.
Use personal pronouns in your chat like this actual chat I had last week:
“Oh, Myra, I am so sorry to hear that you received expired products! I credited $7.38 to your account, which will be automatically applied to your next order.”
And don’t write like this:
“ABC Company has issued a credit of $7.38 for any inconvenience this incident may have caused.”
2. Keep Chat Exchanges Short
Keep chats short–a couple sentences max. Write the way you’d talk if you were on the phone with your customer. On the phone, you’d probably speak in short sentences, and you’d pause to let the customer respond.
Short interactions are easier for the customer to comprehend and respond to, and they sound more natural.
I once chatted with a company about the status of a return. This is how the employee responded to my request, after a minute or so if researching my issue:
“Ms. Golden, I’m so sorry your return hasn’t been processed yet. I know you’re anxious to have this completed. Our return processing time can take up to 17 days from the date an order is returned to us. I hope your item is processed soon.”
This response was so perfect that I share it in many of my chat handling workshops. Make your chat exchanges so good, that if I read one of them, I’d be taking screenshots and using your words as teaching points.