reducing customer effort in chat
DESCRIPTION
Better chat writing strategies for a better customer experience. Examines 15 chat transcripts of customer service leaders including Zappos, Norstrom, Best Buy.TRANSCRIPT
Reducing Customer Effort in the Chat Channel
Chat verbatim analysis of customer service leaders
TELUS International
2011
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Overview
Online chat is a powerful engagement platform that is real-time, secure, personal and very cost-effective
Key is to launch online chat effectively to avoid customer frustration & brand damage
Customers want support that is quick and easy
Customer effort refers to the amount of work, time, and understanding a customer must spend to get his/her questions answered
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Improved chat writing = better CRM
White Paper outlines best chat strategies based on:
15 chat transcripts of customer service leaders including Zappos, Best Buy, Nordstrom
The importance of:
o Conversation flow
o Agent skills
o Communications style
The overall impact on customer effort
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Example: The Greeting Long greetings increase the risk the customer will lose interest before getting started
Start the chat session quickly, get to the customer’s issue, then start probing for and sending additional information
Poor example:
Improved example:
“Welcome to (Company) Live Chat! My name is David. Thank you for waiting. How can I help you?”
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Agent skills
Agents should portray confidence and knowledge in the company and its products at all times
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Communication style
Written responses should use clear language, proper grammar, and in a tone that reflects the company’s image
Staying on point:
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Research
Download the detailed white papers:
Best Practices: Online Chat Sales
Reducing Customer Effort in the Chat Channel
60 in-depth sales chat sessions with 6 Fortune 500 companies to analyze the qualitative metrics of an ideal chat sales session
Examines how better chat writing strategies lead to a better customer experience. Looks at 15 chat transcripts of customer service leaders.
Connect
Learn more about our online chat and contact center outsourcing practice:
Web: http://www.telusinternational.com
Twitter: http://www.twitter.com/TELUSint
Email: [email protected]
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