Evidently, nowadays people are getting more and more engrossed in their work life. This leaves them with a little time to enjoy their personal life with family and friends. Hence, they have started using more and more social media sites for staying connected with the known and the unknown by chatting with them or by posting stuff about themselves.
As a result of which, whenever a user faces any problem with some or the other product or service, he doesn’t like to spend time in calling and waiting for Interactive Voice Responses (IVR) or holding on the line. In fact, customers now prefer searching solutions to every possible problem on the internet. Thus, the call center outsourcing companies started offering live chat support services as they sensed this change in the preferred mode of communication.
Undoubtedly, the use of live chat support services is rising with each passing day. Hence, in this blog post, we will give effective call center outsourcing companies some useful tips in order to help them make the most out of it.
- Ask Questions-
While an agent is talking to a customer over the call, he is asked to rephrase his sentences. However, while he is talking to someone using chat boxes, he should not do so. An agent should ask a question in revert of the question asked. This way he will be able to understand the problem of the customer better. For instance- The agent can ask questions like ‘Since how long have been using this product?’, ‘Can you show me the image of the product?’, ‘What do you exactly want me to do in this case’, etcetera.
- Be Brief-
Many agents think using technical jargon helps them in satisfying a customer. However, doing so just leads to misapprehensions. A product or service is used by people from every section of the society. Hence, they might not be well acquainted with the technical terms that an agent uses.
Besides this, an agent should also avoid rephrasing and over explaining their side as this will just hamper the process. The agent and the customer, both will end up wasting a fair share of their time.
- Be Flexible-
The agents should avoid sticking to scripts. A customer should be answered in a way which helps him in getting a solution of the problem of the customer better. Empathizing and reverting accordingly is the solution.
In brief, by chatting live with the customers, call center outsourcing companies can reduce the problem of channel switching while focusing on satisfying the customers. Hence, the call centers should use the tips mentioned above for reaping various benefits from this service. Let us know in the comments how did you like this post. Also, don’t forget to share other tips that you can think of for fostering the experience of customers through live chat support services.