Sexy chat in writting dating for a year advice
(There’s way more to chat than typing fast and pushing links!
) Whether you’re planning to start chatting with customers this year or your team is chatting already, be sure your customer service agents have these solid, chat-specific writing skills.
Forrester reports that “…chat adoption among customers rose from 30% in 2009 to 43% in 2012…” Chat may be popular, but doing it right isn’t easy.
Writing high-quality chat is a lot harder than it looks.
I strongly believe chat agents should have access to a library of high-quality prewritten content (templates) and that they should use templates to answer customers’ questions.
The Young Writers Club is an online resource for kids and teens interested in writing.The site's chatwall combines the back-and-forth interaction of a chat room with the asynchronous nature of a forum.Their live chat is not currently online but may become available in the future.If agents can read critically, they can take in the customer’s messy writing and figure out what the customer is really asking. Will I get an email with tracking information when they ship? Please hold one moment, and I will see if I can get the shipping date for you. Seeing things from the customer’s point of view is essential because it makes customers easier to manage, which controls chat time.
When they chat, agents represent their company’s brand, so they should sound like the brand. Chat is a great channel for helping customers clarify what they need or want. Use empathy statements like these: End the chat on a high note.
Critical reading is the cognitive ability to read what the customer is saying and discern what the customer is asking.