Chat Best Practices Training Feb 2012

Welcome to Needle!

At Needle we pride ourselves in offering unparalleled expert online sales advice. This training will teach you best practices for chat dialogue (not the system tools) in order to provide the most engaging, informative and

expert chat to the customers you advise.

Chat Best Practices

Chat Best Practices

Greet quickly.

• Offer a simple “Hi” or “Hello” to let the customer know you are there.

• If they’ve already asked a question, simply add this greeting to your first response to the question (be sure to read it carefully first).

• Some good examples include:

“Hi Susan! Yes, I can suggest a necklace for those earrings.”

or“Hello, happy to help you with

boys cleats.”

Chat Best Practices

Short Response Time.

• “Response Time” = the time between sent sections of dialogue. For example, if a customer types in a question, then hits send, and it takes an agent 15 seconds to answer and hit “Send,” the response time is 15 seconds.

• TIP: if you have a long answer to type, feel free to break it up into meaningful chunks, then send it a chunk at a time.

• This will allow the customer to receive portions of the information and know that you are still engaged in the conversation. Be careful not to abuse this, however, because too short sections pushed one after another can be annoying.

• LEVERAGE THE TOOLS!

Chat Best Practices

Inform When You Are Searching

• Make sure to let the customer know when you need a little time to look something up.

• This allows them to feel helped while giving you time to gather the best information.

Chat Best Practices

Emotion

• Text naturally comes across as more emotionally flat than a speaking voice and can be interpreted as indifferent or rude, even when that is not the intent.

• As a result, when chatting, remember to communicate appropriate emotion in your responses whether that be compassion for a problem , or a friendly response. Don’t be over-the-top, but make sure the customer knows you are “feeling” their pain or joy.

• And no matter what happens, NEVER get defensive or rude.

Chat Best Practices

Ask Proactive Questions• Asking proactive questions of the

customer helps them feel taken-care of AND helps you sell more efficiently.

• TIP: After a customer asks a question and you answer it, follow with a proactive question.

Customer: Does this shirt come in blue?Needler: Yes, it comes in both light and dark blue. Which color would work best for you?

Chat Best Practices

Control the Conversation • As Needlers we are there to offer an expert,

guided shopping experience.• Appropriately control the conversation,

using answers, images and questions to narrow down what the customer wants, to convey information and to up-sell.

• You are the host/hostess for that customer on that site, so make it as easy as possible for them to get the information and products they need.

BUT – Don’t Talk On-top of the Customer

• Although it’s good to control the conversation, be sure to let the customer respond. Don’t type on top of them.

Showing Products• Don’t ask to show products, just do it (in

Discuss This area or Tray). • Tell the customer about the products when

it’s natural in the conversation using phrases like, “Have you heard of our . . . “ or “One of our new silk ties would work well with that jacket, like the one I’m showing you now. I’ve just sent you a link to that page as well.“

Your Opinion Counts!• Sharing your own personal, positive

experience with the products is the BEST selling tool. Feel free to share a favorite, or talk about how you’ve used an item in your own life.

Chat Best Practices

Chat Best Practices

Use Context – But, Don’t Creep Out!• Use the Needle context to ask better question, understand your

customer and give them better service them better- location, gender, interests, etc.

• But, be careful that you don’t reveal everything you know – sometimes even features like Facebook where the customer agreed to share specific information can make a customer feel uncomfortable if used incorrectly.

Give Instructions• Always give instructions on how to use

features like links, promo codes, etc. When appropriate. Don’t assume the customer will know how.

Don’t Know?• It’s okay to let a customer know when

you don’t know, or can’t find, an answer. Let them know you’ll get the answer and get back with them.

Chat Best Practices

Don’t “End” the Chat• Don’t be the one to try to end the chat. Avoid phrases like “Is there

anything else I can help you with?” as they can make a customer feel “dismissed.”

• You can ask proactive questions, or give information to give you a clue as to whether or not they are done.

• You can also take that opportunity to give them a finishing nugget of information (New products coming, return policy, sale item, etc.)

• If they’ve gone quiet, they may be using your advice to buy! • Let the system prompt, or time them out, not you.

Chat Best Practices

Share Your Passion• Share your excitement and expertise

about the product. This is a big part of what sets Needle apart from the rest –

YOUR PASSION for the products.

& Have Fun!

Chat Best Practices