Since you can’t express your emotions and gestures through live support chat and you also have to maintain a formal tone and have to come across as human, this channel really puts your communication skills to test. You have to use the right connotation and choose your phrases wisely. Here are some ways by which you can maintain an appropriate tone on live chat:
Stick to Short Sentences
One of the main reasons why customers prefer live chat service is that it is it is quick and doesn’t waste a lot of their time. They also don’t like to hear long formal sentences and would love it if you just stick to the point. Therefore, it is always best to use short, brief and to the point sentences. This would also allow you be quick in your responses, something which customers beg for.
Used Canned Messages Wisely
Canned messages can be a life saver in some situations. They allow your operators to answer quickly and efficiently, and greatly reduce their effort. However using too much of these messages can make them sound robotic. Also sometimes, the connotation and some words used in a canned message might not be appropriate for the customer or the situation at hand. So, use these messages wisely and at the right time.
Punctuation Matters
In a written conversation, the right usage of punctuation is very important. One misplaced comma, or wrongly placed exclamation mark can greatly change the tone of your conversation. Therefore it is always suggested that you hire operators with skilled grammar skills who know how to use the punctuation marks correctly.
Avoid Traditional Phrases
Just like canned messages, traditional phrases that are commonly used, can make you sound repetitive and robotic. It will also make the conversation boring and dull. They also make customers feel like they are talking to virtual assistants and at times take away the human element from the conversation. They might also make the customers feel as if the operators are not interested in talking to them.
Loosen up a Little
Although it is advised to maintain a formal tone with the customers and avoid using any kind of slangs. It also advised to loosen up your tone a little. There is no harm in being slightly friendly with the customers and using some interesting and funny phrases. These phrases lighten up the conversation and make customers feel more comfortable.
While conversing through live chat support, it is quite essential for the operators to maintain a certain protocol and to adhere with chat etiquettes to avoid any sort of miscommunication.