Why Training Your Live Chat Agents Is Necessary?
Training Your Live Chat Agents
Use real photos and names
Don’t try to fool your customers with Shutterstock pictures and fake names of your agents. Your customers expect to talk to real people on live support, so use real names and pictures to build rapport and a sense of trust toward live chat agents.
Improve empathy
Remember that the main goal of live chat for business is to help your clients, so support agents should be empathetic and patient. For example, your live chat agents might use reassuring phrases like “you’re totally right” or “let me know if I’m getting your issue right” so that customers feel special and confident that their question is being solved.
Sound polite
Politeness and a gentle sense of humor lead to a “wow” effect among your customers. For example, the 6pm team gives casual compliments (“By the way, I adore the bag you’ve ordered!”) while chatting with their clients, thus breaking the ice and gaining loyal customers.
Mix canned messages and an agent’s own phrases
Canned messages can be lifesavers: they save time and allow for concurrent live chat sessions. However, make sure your support team mixes canned messages with their own phrases so your agents don’t sound too robotic. Live chat is about humans, not pre-made answers.
Avoid spelling and grammar mistakes
Typos and spelling and grammar mistakes have nothing to do with a productive conversation via live chat. While typos may simply be irritating, incorrect spelling and grammar may cause misunderstandings and disorient your customers. To prevent this issue, you can choose live chat software with built-in spelling and grammar tools. Ask your live chat agents to use these tools.
Talk the client’s language
Talk to your clients in simple and concise language, especially when asking questions, in order not to tangle the conversation. Also, avoid professional jargon and foreign and ambiguous words that your customers may not understand or that may confuse.
