Web Chat Tips You Can Apply in Your Contact Center

Looking for a simple web chat etiquette guide your agents can use? Today’s your lucky day.

In a recent blog post, we reported that 37% of customers prefer web chat to other channels. And honestly, as far as channels of communication go, web chat is by far the most efficient. It’s fast, both your agent and customer can get to the point quickly, and it beats the hell out of picking up the phone.

Indeed, chances are you’re already using web chat in your contact or support center.

We recently found a cool little ebook about web chat – with a not-so-cool little statistic: according to the author, 90% of call center agents type with two fingers and are notoriously bad at written communication. Yikes.

But before you start panicking, grab a towel and take a glance at our top tips for using web chat in your contact center.

  • Always introduce yourself to your customer. We recommend copying and pasting a pre-existing introduction to save time.
  • Don’t do or say anything on web chat that you wouldn’t over the phone. Basically, keep your cool and be professional at all times.
  • Use scripts where possible. One perfectly structured and easy-to-understand response can be used to make more than one customer’s life easier, especially if you deal with similar queries often.
  • Tone can be misunderstood. Read through your wording carefully to ensure it’s not ambiguous in any way.
  • Avoid jargon and acronyms. You and your colleagues may throw them around, but your customer won’t appreciate terms they don’t understand.
  • Never resort to slang. It’s tacky.
  • Ask questions and offer solutions. i.e., Have you tried hard-refreshing the page?
  • Spelling and grammar are important. It’s professional and evokes a sense of expertise. You want your customer to be confident in your abilities.
  • Keep it short and to the point and use easy-to-understand words.
  • Stay away from negative language. Rephrase sentences positively. (As mentioned in our blog post about call-center scripts.)
  • Don’t use text abbreviations like BRB or LOL. The occasional smile emoji is perfectly fine though. 🙂
  • Never type in caps. It’s the equivalent of shouting into the phone.
  • Remember that your chat will be viewable after the query is resolved. Best not make promises or offers that you can’t commit to.
  • Be clear that you’re signing off from the chat in your final response. i.e., Please let me know if you need any more assistance today. Enjoy your day further!

Like what you see? Then pass these along to your agents right away.

According to CCW’s Live Chat Benchmarking Report 2018, companies are receiving more chat queries than ever before (a yearly increase of 85%), proving that customers are increasingly turning to web chat as their preferred channel.

It’s never been more important to focus your efforts on getting this channel right.

Read more top tips about getting the best out of web chat here.

21 thoughts on “Web Chat Tips You Can Apply in Your Contact Center”

  1. I’ve been surfing on-line greater than 3 hours nowadays,
    but I by no means found any attention-grabbing article like yours.
    It is pretty price sufficient for me. Personally, if all website owners and bloggers made
    good content material as you probably did, the internet will probably be
    a lot more helpful than ever before.

  2. lowes electric pressure washer 3000 psi

    Heya are using WordPress for your blog platform? I’m new to the blog world
    but I’m trying to get started and set up
    my own. Do you need any html coding expertise
    to make your own blog? Any help would be really appreciated!

  3. what is a tok essay?

    Thanks for ones marvelous posting! I really enjoyed reading it, you happen to be
    a great author. I will make certain to bookmark your blog and will
    often come back at some point. I want to encourage yourself to continue your great writing, have a nice

  4. Hello! I could have sworn I’ve been to this website before but after browsing through many of the
    articles I realized it’s new to me. Regardless, I’m definitely delighted I stumbled upon it and I’ll be bookmarking it and checking back frequently!

    Feel free to surf to my web-site: blog tutorial (Daniele)

  5. Have you ever considered publishing an e-book or guest
    authoring on other blogs? I have a blog centered on the same topics
    you discuss and would really like to have you share some stories/information. I know my readers
    would appreciate your work. If you’re even remotely interested, feel free to shoot me an email.

    Review my site; hudson truck repair

  6. jasa foto drone di jakarta

    This information is priceless. Where can I find out more?

    Also visit my web page; jasa foto drone di jakarta

  7. I think what you published made a bunch of sense. However, what about this?
    what if you typed a catchier post title? I ain’t suggesting
    your information isn’t solid, but what if you added a headline that
    grabbed folk’s attention? I mean Web Chat Tips You Can Apply in Your Contact Center – Zailab is kinda vanilla.
    You ought to glance at Yahoo’s home page and watch how they
    create news titles to get viewers interested.

    You might add a related video or a pic or two to grab people interested about what you’ve written. Just
    my opinion, it might bring your posts a little bit more interesting.

Leave a Comment

Your email address will not be published. Required fields are marked *