Do These 2 Things To Make Chat Interactions Pleasant and Easy

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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: Continue reading “Do These 2 Things To Make Chat Interactions Pleasant and Easy”

What You Can Learn About Chat From Amazon’s Chat Agents

Last week I worked with a fantastic new client in Cleveland on the chat customer experience. After my workshop in Ohio, I chatted with Amazon about a problem with my Kindle Oasis.

I immediately made screenshots of my chat and sent the images to my Cleveland client. My hope is that my takeaways might help my customer as they prepare to go live with chat in just a few weeks.

And then I thought, why not share my chat experience with you, too.

In this post, I have my exact chat interaction because it’s important for you to see the key points.

Click here for larger image.

Chat Example

Here’s what I want you to notice.

Continue reading “What You Can Learn About Chat From Amazon’s Chat Agents”

How to Tell Customers What They Don’t Want to Hear In a Chat

Text.jpgI was chatting with a company about a price drop. I’d bought something for my Dad and had it shipped directly to his home. Two days after the shipment arrived, I saw on the company’s website that the price had dropped by $20. So I reached out over chat, and this is what I was told:

“We are constantly looking for the best prices to offer our customers, and that sometimes means a lower price is featured. We do not price match and cannot issue you a refund.”

When I questioned this practice, he wrote:

“Let me see if I can write this in a way that you understand.”

I saw that reply as condescending. Later in the chat, the employee said:

“You can return the item and just reorder it at the new price. But we cannot credit you the difference.”

Now, because this was a gift for my father, I wasn’t willing to drive to his house, take the gift back, package and ship it, re-order, and then send it back to my dad.

So, I didn’t get a refund, and I also walked away from the chat with a very negative impression of this company.

There will be times when you just can’t tell your customer what they want to hear. You can do it better than this company by focusing on two things:

Continue reading “How to Tell Customers What They Don’t Want to Hear In a Chat”

Use the Right Language to Build Rapport and Sound Personable In Chat

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I once chatted with QVC about the status of a return. I just wanted to confirm that my return was received, but I walked away from the chat session with a WOW reaction. The WOW started with this message from the Representative: Continue reading “Use the Right Language to Build Rapport and Sound Personable In Chat”

Your Written Response to Customer Complaints Must Do These 3 Things

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Your interactions with customers who have experienced a problem need to be structured in such a way that you restore the customer’s confidence in your company, and you regain their goodwill.

You can do this in just three steps, whether you’re talking to your customer over email, chat, text or social media.

1. Acknowledge Concern

Continue reading “Your Written Response to Customer Complaints Must Do These 3 Things”