10livevideochattipstomakeyourcustomersfallinlovewithyou 140212094222-phpapp01

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Published on March 11, 2014

Author: nitishslide

Source: slideshare.net

10 LIVE VIDEO CHAT TIPS TOMAKEYOURCUSTOMERSFALLINLOVEWITHYOU http://customericare.com

TO CELEBRATE VALENTINE’S DAY, YOU CAN TWEET YOUR LOVE FOR YOUR FAVORITE TIP BY CLICKING THE AT THE TOP OF EACH TIP PAGE

KNOW WHEN TO USE VIDEO 1 Hi!  I  can’t  find  your   shipping  details.   TEXT CHAT ONLY I  am  having  troubles   se;ng  up  the  new   TV  I  bought.   OFFER VIDEO CHAT TWEETTHisTIP

VIDEO IS USEFUL WHEN: Customers can’t get a new product to work It’seasiertohelpthemifyous!theproduct-Forexampleelectronicdevices The product or service you sell is complex Youn!dtogainyourcustomer’strust–Forexamplefinancialproducts You are selling expensive/luxury products Peopleareusedtoone-on-onecustomerservice-Forexamplejewelryorcars

DON’T FORGET ABOUT BODY LANGUAGE 2 BODY LANGUAGE ACCOUNTS FOR UP TO 55% OF HOW WE COMMUNICATE TWEETTHisTIP

THE BASIC RULES OF BODY LANGUAGE: Smiling Butneverfakeit! DOS DON’TS Looking at the camera Eye-contactbuildstrust Uncrossed limbs Conveysopeness Crossed arms Makesyous!mcoldandclosed-off Looking away to the side Isasignthatyouarebeingdishonest Scratching your face Sendsthemessagethatyouarestressed

MAKE SURE CUSTOMER SERVICE AGENTS LOOK PROFESSIONAL ON VIDEO 3 DEFINE APPROPRIATE OUTFITS KEEP DESKS TIDY HAVE A CLEAN BACKGROUND TWEETTHisTIP

GIVE THE CUSTOMER YOUR FULL ATTENTION 4 81%OF SHOPPERS ARE READY TO PAY MORE FOR BETTER CUSTOMER SERVICE TWEETTHisTIP

SO,DONOTMULTITASKDURINGVIDEOCHAT! DON’T CHAT WITH OTHER CUSTOMERS DON’T REARRANGE OFFICE SUPPLIES DON’T TALK TO COWORKERS

USE PROACTIVE INVITES AT THE RIGHT MOMENT 5 66%OF SHOPPERS FIND PROACTIVE INVITATION TO LIVE CHAT TO BE POSITIVE TWEETTHisTIP

BUT21% SAY THEY LEFT A WEBSITE BECAUSE OF AN UNWANTED PROACTIVE INVITE 51% Because it interfered with their shopping 46% Because they received multiple invites 45% Because they were not ready to ask questions

HERE ARE 3 PROACTIVE CHAT BEST PRACTICES TO HELP YOU SUCCEED Timing is key! Sendaninviteifyous!someoneisspendinganunsualamountof timeononepage(carefu"ywatchyourcheck-outpage) Use a tailored message Personalizetheinvite tosoundmorehuman Send offers Advertizeadiscount toattractattention

OFFER VIDEO BUT DON’T IMPOSE IT 6 TEXT AUDIO VIDEO LETCUSTOMERSSWITCHOFFWHATTHEYWANT TWEETTHisTIP

IF YOU START WITH VIDEO CHAT LET CUSTOMERS KNOW THEY SEE YOU BUT YOU CAN’T SEE THEM ONLY ASK THEM TO TURN ON THEIR WEBCAM IF YOU NEED TO SEE THEM TO HELP

DON’T ACT LIKE A ROBOT 7 Hi!  do  you  have  any   discounts  for     Travels  to  Egypt?   Hi!   Thank  you  for   cha;ng  with  us.   Did  you  see  our   special  offer  on   travels  to  Asia?   TWEETTHisTIP

FORCE YOUR EMPLOYEES TO FOLLOW A SCRIPT DON’T USE TOO MANY AUTOMATED ANSWERS WHEN CHATTING

DO MIRROR YOUR CUSTOMERS STYLE OF SPEAKING BROWSE CHAT HISTORY TO MAKE YOUR CONVERSATION MORE PERSONAL

DISPLAY CHAT “OPENING HOURS” 8 40%OF COMPLAINTS COME FROM INADEQUATE INFORMATION ABOUT A PRODUCT OR SERVICE TWEETTHisTIP

WHAT TO DO IF ALL YOUR AGENTS ARE BUSY DURING OPENING HOURS? Give customers an estimated waiting time and offer them to wait or send an email Hide the chat window donotdirectlysendcustomerstoan emailformduringopeninghours

TAKE YOUR TIME 9 VIDEO IS NOT USED TO GAIN TIME BUT TO: BUILD TRUST SELL HIGH VALUE PRODUCTS HELP WITH TECHNICAL ISSUES TWEETTHisTIP

ALL THOSE WILL TURN YOUR VISITORS INTO RETURNING CUSTOMERS. YOU ARE DEFINITELY NOT WASTING YOUR TIME VIDEO CHATTING 40% OF TOTAL REVENUES OF MOST STABLE BUSINESSES COME FROM RETURNING CUSTOMERS UP TO

GO THE EXTRA MILE 10 GO GET A PRODUCT TO SHOW IT TO THE CUSTOMER ON CAMERA GIVE OUT DISCOUNTS TO RETURNING CUSTOMERS CALL RETURNING CUSTOMERS BY THEIR NAME TWEETTHisTIP

We’re also on Twitter @customericare http://customericare.com YOU LIKED OUR LIVE CHAT TIPS? GET MORE IN YOUR INBOX NOW!

Know when to use video Don’t forget about body language Make sure customer service agents look professional on video Give the customer your full attention CLICK ON THE HEART TO SHARE YOUR FAVORITE TIP ON TWITTER: Use proactive invites at the right moment Offer video but don’t impose it Don’t act like a robot Display chat « opening hours » Go the extra mile Take your time

SOURCES: LifeHacker «How to read and utilize body language to reveal the truth in almost any situation » Pocket-Lint.com « Video calling body language tips » Kissmetrics « 5 reason why live chat is the untapped potential for your business » Sumal « The importance of repeat customers » THANKS YOU! And don’t forget to share the love! http://customericare.com info@customericare.com

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