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 info@customericare.com