how to combine live chat with phone support

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

    with$Pascal$van$Opzeelandfrom$Userlike

  • 2

    Your host for this webinar

    Pascal van OpzeelandMarketing @Userlike

  • 3

    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

    Userlikes live chat for websites allows you to help your visitors at the right moment: when theyre on your website. Welcome visitors with a smile. Dont miss any more sales due to unanswered questions.

  • 4

    15.000+ companies trust Userlike

    73%Customers from Europe

    0% 100%50%

    80%Customers in E-Commerce

    0% 100%50%

  • Quick Overview

    5

    Todays 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

    6

    Main goal

  • Live chat vs phone vs email

  • Communication Characteristics

    8

    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

    9

    Key trends

    1

    2

    3

    Availability of information

    Chat communication

    The social company

  • Phone vs Live Chat

    10

    Software Advice research

  • Phone vs Live Chat

    11

    Software Advice research

  • Phone vs Live Chat

    12

    Software Advice research

  • Phone vs Live Chat

    13

    Software Advice research

  • Tips for Live Chat Support

  • Channel Characteristics

    15

    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

    16

    Key implications

    1

    2

    3

    Write as you speak

    Come as you go

    Easy processing

  • General Principles

    17

    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 Dont obsess over type-os

    Let them know youre there

  • Quick Tips

    18

    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

    20

    Common mistakes

    Unlock All Chat Slots Chat burnout

    Start with 3 - 5

    Only Implement on Contact Page Very low traffic

    Dont use full power

    Dont Integrate Tools & Data Lose customers reference info

    Duplication

    No Chat Training Chat Etiquette

    Typing Speed

  • Some Tips

    21

    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

    23

    How does it work?

  • Channel Blocking

    24

    How does it work?

  • 25

    How you're feeling right now

  • 26

    What are the costs?

  • 27

    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

  • 28

    How you're feeling right now

  • Thank you!

    Any Questions?

    support@userlike.comwww.userlike.com https://twitter.com/userlike

    facebook.com/userlike

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