You’re a master of answering customer questions. But there’s one important question that probably bothers you every day.
As a live chat agent, you’re a master of answering customer questions. But there’s one important question that probably bothers you every day. What’s for dinner? How to keep a positive attitude on chat?
To answer that, our Support Heroes come to the rescue! They have tricks on how to stay upbeat as long as possible. After all, they handle 35k chats monthly, so they know their thing.
Let’s start with eliminating the word “no” and create some positive phrases you can use instead.
When people hear the word “no”, their brain produces dozens of stress hormones. In customer service (and marriage), it’s best to avoid that word.
To communicate in a positive way, we need to learn to think positive first! Check out the post, which will help you perceive difficult situations in customer service in a better way and create positive thoughts and phrases.
Change “I can’t” into “I can learn to solve this”!
The top 10 greetings sent by US companies are responsible for generating 10% of all the US chats.
In this group, there are greetings that have low conversion but reach loads of customers and greetings that reach fewer people but get up to 16% conversion rates.
Half of the top 10 greetings are not triggered immediately – they are set to be displayed from 45 to 100 sec after a customer enters the website.
Greetings set for customers who have already seen multiple pages generate on average 153% more chats, than other greeting types.
Here’s a handy tip for a high-converting greeting:
Check how long customers spend on your website on average (you can use Google Analytics). Then set up a greeting using the time on the page condition, around 20 sec before they tend
to leave. See how it works and create more greetings with time.
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