10 live video chat tips to make your customers fall in love with you
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Transcript of 10 live video chat tips to make your customers fall in love with you
10 LIVE VIDEO CHAT TIPS TO MAKE YOUR CUSTOMERS FALL IN LOVE WITH YOU
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
TWEET THis TIP
VIDEO IS USEFUL WHEN:
Customers can’t get a new product to work It’s easier to help them if you s! the product - For example electronic devices
The product or service you sell is complex You n!d to gain your customer’s trust – For example financial products
You are selling expensive/luxury products People are used to one-on-one customer service - For example jewelry or cars
DON’T FORGET ABOUT BODY LANGUAGE
2
BODY LANGUAGE ACCOUNTS FOR UP TO
55% OF HOW WE COMMUNICATE
TWEET THis TIP
THE BASIC RULES OF BODY LANGUAGE:
Smiling But never fake it!
DOS DON’TS
Looking at the camera Eye-contact builds trust
Uncrossed limbs Conveys openess
Crossed arms Makes you s!m cold and closed-off
Looking away to the side Is a sign that you are being dishonest
Scratching your face Sends the message that you are stressed
MAKE SURE CUSTOMER SERVICE AGENTS LOOK PROFESSIONAL ON VIDEO
3
DEFINE APPROPRIATE OUTFITS
KEEP DESKS TIDY
HAVE A CLEAN BACKGROUND
TWEET THis TIP
GIVE THE CUSTOMER YOUR FULL ATTENTION
4
81% OF SHOPPERS ARE READY TO PAY MORE FOR BETTER CUSTOMER SERVICE
TWEET THis TIP
SO, DO NOT MULTITASK DURING VIDEO CHAT!
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
TWEET THis TIP
BUT 21% 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! Send an invite if you s! someone is spending an unsual amount of time on one page (carefu"y watch your check-out page)
Use a tailored message Personalize the invite to sound more human
Send offers Advertize a discount to attract attention
OFFER VIDEO BUT DON’T IMPOSE IT
6
TEXT AUDIO VIDEO
LET CUSTOMERS SWITCH OFF WHAT THEY WANT
TWEET THis TIP
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?
TWEET THis TIP
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
TWEET THis TIP
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
do not directly send customers to an email form during opening hours
TAKE YOUR TIME
9
VIDEO IS NOT USED TO GAIN TIME BUT TO:
BUILD TRUST
SELL HIGH VALUE
PRODUCTS
HELP WITH TECHNICAL
ISSUES
TWEET THis TIP
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
TWEET THis TIP
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 [email protected]