11 Tips for Responding to Chats, Including Essential Etiquette and KPIS
Chat support is increasingly being used as a new channel for customer service. It’s sometimes referred to as chat support.
Many people have tried chat support for the first time, but find it difficult to operate and manage successfully.
In this article, we’ll introduce 11 tips to remember for chat support. We’ll also explain chat response etiquette and how it can improves customer satisfaction. At the end, KPIs to measure response quality will also be explained for reference.
11 Tips for Chat Handling
Decide Who Will Be in Charge of Chat Response
Put the Right Person in Charge
Teaching Chat Handling Etiquette to Personnel
Providing Positive Information
Pay Attention to When to End the Chat
If the operator closes the conversation thinking that this is the end of it on their own, this can lead to unexpected complaints. Be sure to ask, “Do you have any more questions?” or “Is this the end of today’s enquiries?”.
Setting up a Chatbot
Only those questions that cannot be handled by the chatbot should be escalated to a manned chat flow.
Where to Set up a Chat Response Window?
Have you created a chat window but seen low usage – Google research shows that 90% of people who visit a site will leave within 30 seconds. Make sure you place the chat window in a location where site visitors can find it within those 30 seconds.
Where are the most effective locations? Generally, the highest chat usage rates are on FAQ pages. You may want to place the chatbot on a page where visitors are likely to leave, so in asking whether they need assistance, you encourage them to remain on your site.
Use telephone and email correspondence together
The quality of responses can be improved by analysing the history of chat responses. You can identify and analyse questions such as “What questions are taking a long time to respond to?” or “Which responses took a long time because the guidance was not appropriate?”
Don’t Force a Response When You Are Busy
Manners in Chat Correspondence
Text That Is Not Offensive to Anyone
Email Manners Are Not Used
Emojis on a case-by-case basis
Include Search Terms
Avoid Canned Messages
The advantages of chat responses are flexibility and a warm, human touch. Be careful not to use canned text, as this does not bring out the advantages of chatting. Even if there is a certain amount of canned text for opening and closing, it is best to avoid canned text during the response.
KPI's for Chat Response
- Time to response
- Customer satisfaction
- Number of responses
- Usage rate
- Conversion rate