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: