Live Chat serves as the means to a refined and effective live communication with the customers, hence strengthening customer loyalty. It’s not just the quality of product or service that is vital to establishing a loyal customer base, the level of customer service is equally important. Customer service, via live operators, is the link that makes customers come back and bring more customers. Which is why a higher level of competency is required in a Live Greeter.
This can be achieved through the implementation of Quality Matrix for employees. Under this Quality Matrix, an employee is expected to:
go the extra mile;
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be able to engage visitors in interactive and effective conversation; and
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qualify and categorize customers competently.
An employee who has the urge to go the extra mile, someone with enterprise and creativity, is not an asset but a necessity for establishing a loyal customer base. For instance, an average greeter simply confirms the color of a car the customer desires, but an enterprising employee volunteers more information naming different hues of color the car comes in.
Live chat etiquettes need to be followed more closely and thoroughly than etiquettes governing other communication channels. A live chat is more open to scrutiny, and there is more likelihood of examining the smallest of details that are usually ignored in a verbal conversation.
Using the right words is a tricky job while handling a live conversation. The key is to use basic common sense. Consider this: (on a supplements website)
Visitor: I want to know what supplements are right for me and my newborn baby?
Greeter: let me see what I can do?
Now a hearty congratulation would have been more apt and friendly instead of a cold “let me see”. Different situations call for different responses. It is up to the operator to take into consideration the type of visitor and the situation, and to gauge the mood of the conversation through various indications.
A live operator handles up to three to four conversations at a time. It is important, therefore, that the live operator listens attentively and acknowledges what the visitor is saying. Carelessness on part of the operator leads to an ineffective conversation.
Live operators go through a very comprehensive training program and they know which product the customer is most interested in and which price tags are affordable for them. Therefore, they are expected to know enough about consumer behavior to make calculated judgments and then qualify visitors accordingly. A failure in the execution of this step creates a major gap in the sales process.
Live operators are provided to a multitude of business sectors, and it is essential for these operators to know the model of the business they are working for like the back of their hands. Irrelevant or incorrect information leads to losing potential customers. Therefore, it is of utmost importance that the operator should know the website and the business inside out to have an effective and advantageous interaction with the customer.
Through the implementation of quality matrix, employees are expected to be careful towards the aforementioned requirements and inculcate these qualities in themselves.
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