Using Chat To Enhance The Customer Experience

Just fifteen years ago, the telephone was the primary method for obtaining troubleshooting for products and services. Yet now, with the proliferation of the internet, there are many more avenues for customers to pursue, be it email or chat programs. The latter has gained in popularity, because much like the phone, it offers real-time support and help. Yet there are some quirks to chat-based customer support that need to be addressed.

Good writing skills are necessary, for instance. Think of online chat as a hybrid between phone-based and email support services. Phone-based in that’s in real time, and email as in you are actually writing and transmitting it over the internet. You’ll need to ask the right questions to get to the heart of the customer’s problem. You may be subjected to multiple service requests at the same time, and if you can handle them, fine—but don’t bite off more than you can chew. Finally, and perhaps most importantly, remember emotions can be hard to convey over chat—so be extremely careful in what you say. If emoticons are available to use—feel free to make use of them to convey emotions. On the other hand if they’re not, pick your words wisely.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree