Tag: chat customer service

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:

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:

Fitbit’s Chat Experience is the Best I’ve Seen In Awhile

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My Fitbit bejeweled with Sterling Silver and Sleeping Beauty Turquoise

I wear a Fitbit to track my steps. My daily step goal is 12,000 steps and most days I exceed that. Last Friday during a full day workshop in Austin, I got 8,000 steps just during the training. No kidding! I talk with my hands and I move constantly, so the high step count doesn’t surprise me.

I love my Fitbit. Two weeks ago, my Fitbit band broke. It just split in half. So, I went to Fitbit’s website and opened up a chat. Jomar at Fitbit helped me out.

Jomar opened the chat with, “I’m sorry to hear about the damage to your fitbit band. Rest assured, I’ll do my best to help.”

Ahhh… I loved that!

Then he said, “To get started, may I know the email address associated with your account?”

I gave him my email address and then he said, “Please allow me a moment to check your account.”

After a little time passed, Jomar said, “Almost done checking. While checking, may I know your country of residence?”

The great news is my Fitbit was covered under warranty and when I heard this I said, “Yay!” Jomar then said, “I’m glad to know I can get you back on track with a replacement to Flex’s band.”

Jomar at Fitbit was excellent. The chat was personalized, he remained engaged, Jomar effectively made an emotional connection with me and the chat was short and sweet.

My Fitbit chat experience got me thinking about something I do all of the time.