11 Nov

Modern companies wish to focus on delivering the best customer service to all the customers in order to remain a step ahead. As the buzz around social media keeps growing with the course of time, online chat has turned out to be an efficient and effective tool that adopts a personalized approach to offer real-time solution. Live chat support has become a highly popular aspect for businesses, which can be deployed to keep the customers engaged online. A satisfied customer can bring in more business for a company and, hence, it is important for companies to outsource chat support services to the leading BPO companies. 


1) Practice Of Greeting

Most businesses look to outsource chat support services to avail trained chat agents who can efficiently respond to the incoming chat request as soon as possible, ideally within the first 10 seconds. The chat experts can start the conversation with a positive and friendly greeting. They often use emojis to further make the greeting appear more positive. They can also make the greeting more personalized by adding the customers name during the beginning or at the end of the greeting. Greetings ensure that the conversation with a customer can begin on a friendly and positive note.

2) Practice Of Familiarity 

The agents are always ready to spare a few seconds to figure out additional information about the customers of a business. This information can be in the form of their likes, preferences, purchase history, previous contact made, etc. Having a clear-cut understanding about the customers help them to adopt a well-suited approach for resolving their queries and concerns. The BPO companies also make use of the right CRM tools, that gives the agents a valuable insight into the problem a customer has encountered and its related resolution. This aids he agents in their customer support endeavor.

3) Practice Of Respecting Customer’s Time

The chat agents of an outsourcing company do not make the customers or prospects wait for the appropriate response for more than a minute. In this fast paced world, everyone is in a hurry and it becomes all the more important to respect their valuable time. Keeping this in mind they facilitate a reasonable speed while typing their responses during a Live Chat session. The ideal response time is limited to less than a minute, but some cases might require the agents to investigate a problem or consult from their team leaders or managers. During such scenarios, they patiently ask the customers if they can put them on hold for a couple of minutes. 

4) Practice Of Gratitude

Gratitude is such an attribute that can make the chat agents achieve greater success in life. Thanking the customers for lending their valuable time, for being on hold, for sharing their concerns, useful suggestions, etc. is very crucial for any business. The live chat agents ensure they show deep gratitude towards each and every single customer. If the agents get the opportunity to learn something new from the chat session, they make sure they take a moment to thank the customer for gaining insight to the new knowledge, even if it was a difficult or an unpleasant lesson. 

5) Practice Of Giving More Than Expected

The idea of getting something extra always seems like a fascinating idea. This means that the agents can first provide the information that directly answers the customer’s question and then go into the details if the situation and time permits. The chat agents can usually offer discounts or coupon codes to customers who had to face any sort of inconvenience or discomfort. The willingness of the live chat agents to do more is another great way to show their respect.





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