Marketing Executive Click4Assistance Ltd
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What makes a great live chat operator?

26th Apr 2016
Marketing Executive Click4Assistance Ltd
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There are many blogs out on the internet about companies who provide chat and the benefits their service brings to businesses and customers. But what about the people behind the software, the ones who make it possible for visitors to have their enquiries answered instantly, what makes them a great live chat operator?

Representing the company online

Brand reputation is vital, whether a start-up building awareness or an existing company preserving the reputation they have already developed.  By providing chat, the live chat operator is at the forefront of the business and they need to ensure they are representing the brand’s ethos 100% and protecting their reputation with every chat. They can do this through a multiple of ways:

  • Identifying customer needs and spending additional time to build a relationship
  • Engage customers and maintain the conversation flow by managing any silences in chat
  • Efficiently use the tools available to successfully facilitate sales
  • Manage customer complaints through chat professionally

Identifying customer needs and spending additional time to build a relationship

Knowing what the customer wants can be difficult at the best of times, if they are unsure of what they are asking. Representatives knowing the product and/or services inside out, arms them with the best knowledge help every single customer, despite the clarity of the customer questions. By spending extra time to put in a few personal touches, builds rapport with the customer helping them to form a good opinion of the company, and to convert them in to a returning customer.

Engage customers and maintain the conversation flow by managing any silences in chat

A great chat operator will be able to engage with customers successfully by managing the flow of the conversation. It is important to provide short, to the point responses in every single chat, ensuring that any silences from the operators side is explained, “I will just be a few moments to look that up for you” “my apologies for the delay, here is your answer” if the visitor becomes unresponsive the representative will need to prompt them for a response, “is there anything else I can help you with?” “Are you interested in any of our other products/services I can tell you about?” Keep it flowing, keep it meaningful.

Efficiently use the tools available to successfully facilitate sales

Every company that provides chat will have software that offers a set of features to use within the chat session; the operator will need to use these seamlessly to effectively facilitate sales.  Representatives can cross-sell and up-sell by sending links, videos, and pdfs through the chat. Should the company focus of Self-Service on their website, they can complement this with the use of auto navigation, opening up a new browser page for the visitor that will direct them to the relevant page about the product or answer they are looking for. Features in chat must be used professionally and sparingly or can risk losing the human touch.

 This brings us onto the final point:

Manage customer complaints through chat professionally

Some customers just want someone to listen to their concerns; an operator will need to remain professional and not take any comments too personally, knowing they are aimed at the business or product and not them individually. Recognising the company’s policies on complaints and being up to date with any changes will be the best approach for operators, as they are aware of how they can amend the issue, rather than damaging the brand by responding with the incorrect procedure and having to retract a goodwill offer.

If you have any other opinions on what makes a great live chat operator, please let us know in the comments. If you would like us to discuss any of the points feel free to get in contact with the team at Click4Assistance who provide chat in the UK. 

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