how to combine live chat with phone support

CUSTOMER)EXPERIENCE)WEBINAR)SERIESHow$to$Combine$Live$Chat$with$Phone$Support

with$Pascal$van$Opzeelandfrom$Userlike

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Your host for this webinar

Pascal van OpzeelandMarketing @Userlike

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Breaking Down Communication Barriers Between Business And Customer

About

Bring Your Website to Life

Live Chat for Website Support Live Chat for WhatsApp Support No Downloads, Easy Setup, Integrations

Userlike’s live chat for websites allows you to help your visitors at the right moment: when they’re on your website. Welcome visitors with a smile. Don’t miss any more sales due to unanswered questions.

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15.000+ companies trust Userlike

73%Customers from Europe

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80%Customers in E-Commerce

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Quick Overview

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Today’s agenda

Talkdesk - Userlike Integration4

Tips for Live Chat Support2

Live Chat vs Phone vs Email1

How to Combine Live Chat with Phone Support3

From Phone Expert to Live Chat Pro

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Main goal

Live chat vs phone vs email

Communication Characteristics

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Channel comparison

Phone Email Live Chat

Real-time Yes No Yes

Medium Voice Written Written

Intimacy level High Low Medium

Location Off-site Off-site On-site

Contact Barrier High Medium Low

That Drive Live Chat

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Key trends

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Availability of information

Chat communication

The social company

Phone vs Live Chat

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Software Advice research

Phone vs Live Chat

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Software Advice research

Phone vs Live Chat

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Software Advice research

Phone vs Live Chat

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Software Advice research

Tips for Live Chat Support

Channel Characteristics

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Communication comparison

Phone Email Live Chat

Real-time Yes No Yes

Medium Voice Written Written

Intimacy level High Low Medium

Location Off-site Off-site On-site

Contact Barrier High Medium Low

For Live Chat Communication

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Key implications

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Write as you speak

Come as you go

Easy processing

General Principles

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What is important in live chat communication?

Keep it conversational • Mix between phone & email• Short = Digestible

Adjust to chat partner • Be flexible in style• Very polite or amicable

Positive & straightforward • Set a positive vibe• Difficulty of reading between the lines

Speed is king • Don’t obsess over type-o’s• Let them know you’re there

Quick Tips

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Chat language

Rephrase1

Prevent filler words2

Customer name3

Listening indicators4

Use of emoticons5

Laugh6

Rephrase No filler words Customer name

Listening Emoticons Laugh

Combining Live Chat with Phone Support

From the Field

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Common mistakes

Unlock All Chat Slots • Chat burnout • Start with 3 - 5

Only Implement on Contact Page • Very low traffic• Don’t use full power

Don’t Integrate Tools & Data • Lose customer’s reference info• Duplication

No Chat Training • Chat Etiquette• Typing Speed

Some Tips

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Combining phone & chat

Dedicated Live Chat (Team) • Avoid multitasking• Start with 1 with limited chat slots

Know When to Switch • Live Chat great for first contact• Switch to phone to guide to closure

Set up Chat Macros • Speed up your service• Safe yourself from phone-chat cases

Integrate with Talkdesk • Contact information• Avoid multitasking

Talkdesk - Userlike Integration

Contact Information

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How does it work?

Channel Blocking

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How does it work?

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How you're feeling right now

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What are the costs?

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Special offer for attendees

On top of 2 weeks after registration

3 Months Free Trial

In discussion with our support team for number fix

WhatsApp Connect

Free = 1, Team = 3, Corporate = 5

Up to 5 Operators

Customer Information & Channel Blocking

Talkdesk Integration

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How you're feeling right now

Thank you!

Any Questions?

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