Troubleshooting Customer Service Issues Over Chat Programs

by | Dec 11, 2013 | Automate Support, CRM, Customer Support, Troubleshooting

Just fifteen years ago, the traditional method of handling customer complaints and issues was either over the phone, or face to face. The times have changed, and technology has opened many other avenues for troubleshooting customer experience issues, and chat programs are one of the key methods. There are some advantages to chat over email, namely that the interaction is happening in real time, and the customer service agent can ask probing questions to get to the bottom of the customer’s problem. Here are some tips to help with customer service via chat.

First, pay attention to your tone, as it can be extremely difficult to figure it out over chat. This is where wording skills can come into play, as you will want to use positive and gentle language to help a customer. If you are able to use emoticons, such as smiley faces—do so. Another skill you’ll need is the ability to handle multiple chats. If you’re just starting out using this method, it may be a good idea not to handle multiple tickets at once, but instead focus on just one. Once you gain experience in handling customer service issues over chat, then you can move to juggling multiple tickets.

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