Reducing Customer Effort in Chat
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Transcript of Reducing Customer Effort in Chat
Reducing Customer Effort in the Chat Channel
Chat verbatim analysis of customer service leaders
TELUS International
2011
TELUS International – Public2 telusinternational.com
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
TELUS International – Public3 telusinternational.com
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
TELUS International – Public4 telusinternational.com
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?”
TELUS International – Public5 telusinternational.com
Agent skills
Agents should portray confidence and knowledge in the company and its products at all times
TELUS International – Public6 telusinternational.com
Communication style
Written responses should use clear language, proper grammar, and in a tone that reflects the company’s image
Staying on point:
TELUS International – Public7 telusinternational.com
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]
1.800.306.1586 (toll free North America)
1.780.392.0160 (global)
© 2011 TELUS and TELUS International. Other company and brand, product and service names are for identification purposes only and may be trademarks or registered trademarks of their respective holders.