You need to know what you do or what you offer. If not, you need to at least know who and where you can get the right information from. In most cases, this can easily be found in a company's internal knowledge base . It sends the wrong signal to the customer that someone who should work at a certain company has no clue what the company does.
It’s even worse if the company seems very inexperienced in the industry as a whole. Everyone from leadership to line staff should have a good idea of what the company does and where they can get certain information. This is especially true for any team that will be communicating with customers via live chat.
There is value-based service, and a big part of it comes from add-ons that create a democratic donor email list positive experience. Have you ever heard of Chick-fil-A employees before? What is the common sentiment? They are some of the nicest people to deal with.
What you go to Chick-fil-A for is the food. Pleasant behavior is not something you pay for and is not required. However, it adds value to the experience, which means you are more likely to return to the restaurant.
The live chat experience should be the same. Sure, the customer is probably just asking a question or trying to resolve an issue. However, small talk, addressing the customer by name, thanking them for waiting, thanking them for the deal, etc., can go a long way.
Friendly Holiday Sales Agent
Use canned responses
Canned responses create efficiency and communicate a sense of authority and ability to address customer concerns. It’s always good for a business to have a set of predetermined responses to certain common questions. This is one of the reasons why automated chatbots can sometimes work so well