Chat support is not supposed to be rote like an ATM transaction. The idea is to insert a personal tone so you can build rapport and even delight customers. I have my clients do four things in chat interactions to make them more human.
1. Use “I” and “We” personal pronouns because they instantly make the tone personal.
2. Acknowledge customer concern, meaning speak to your customer’s pain point, “I realize this has been frustrating for you.”
3. Apologize, when appropriate. A sincere apology helps you restore confidence and regain goodwill. It can be as simple as, “I’m sorry your tablet isn’t charging for you.”
4. End chats on a positive note. A QVC Chat Agent ended a chat with me positively, like Chick-Fil-A employees always finalize order taking in the first drive-thru window, “You’re certainly welcome, my pleasure! Have a wonderful day and please don’t hesitate to contact us anytime. We’re always glad to help.”
I wrote this article because a workshop attendee wanted to know how to make her chat support more personal. I even filmed a short YouTube video offering these four secrets that you can use to train your employees. Show this video to your employees to help them make chat interactions more personal.