Hi, this is Chelsea with TinyFrog Technologies and today I’d like to share a few live chat tips to help you manage chat and boost engagement. We actually have a few people on our team that manage live chat and I am one of them.
Live Chat Etiquette
One of the first tips I’d actually like to share with you is to keep your responses really short. Most people that visit your website and want to use live chat, want a quick immediate response, so we like to keep our responses really quick, really short. You also want to keep the conversation going with a customer or prospect. Avoid answering with a yes or no, and keep asking follow up questions until you gather all the necessary information.
Also, try to answer some of the customer’s questions as quickly as possible, so they can kind of get an idea of what their question and answer might be. We also did a little bit of training back and forth with our managers to make sure that we would be prepared for any chat scenario.
Another good idea is to have scripts in place. If you have kind of a general idea of what certain people might be looking for on your website or have questions about, it’s a really good idea to keep a running list of some possible responses, so you could easily provide a quick answer.
Another tip is to use mobile apps or other tools. We actually use a system called Live Chat Inc and they have a mobile app where if I step away from my desk, it’s really easy for me to get a notification that somebody joined chat and I can actually respond right there on my phone.
Again, this is Chelsea with TinyFrog Technologies and we hope you found these live chat tips really helpful.