Rules of good manners when communicating with clients in online chat

[hasibaakterss3309]

To ensure that online chat solves current business problems and helps increase conversion, make sure to follow several important rules for communication in this format.

The rules for conducting a dialogue in an online chat are similar to those that apply during telephone or personal negotiations, however, there are some special features.

1. React quickly
There is only one minute during which a person is ready malaysia company email list to wait for a response to their request. After that, there is a high probability that the client will close the tab and will not read the received messages. To ensure a quick response to questions, set up notifications for managers and provide the ability to switch from online chat to social networks or messengers.

In the event that none of the employees are online, it is better to turn off the chat or leave a notification that the response to the incoming request will be sent to the client during working hours.

2. Prepare templates for typical questions
Different clients may ask the same questions about delivery terms, payment, and other nuances. To save employees' time, prepare templates for typical requests and use them in accordance with the context of the dialogue.

3. Avoid bureaucratic language and formality
When communicating in an online chat, it is better to try to write simply and clearly. For example, instead of the phrase "We offer a pick-up service from the store," it is better to use the sentence "You can pick up your order at the address: ...".

To make communication more lively and win over the customer, involve competent employees with decision-making authority in online chat responses, and also dilute the dialogue with emoticons and emojis when appropriate.

4. Instead of links, provide full answers
Even if you have detailed delivery and payment terms on your website, but the client asks about it in the chat, it is better to write out the answer again, rather than sending them to the web resource pages for the necessary information. If you simply provide a link, the potential buyer will have the feeling that he is communicating with an incompetent employee who cannot independently explain the terms of the purchase.

5. Formulate your thoughts in one message
It is only acceptable to stretch the response to several messages in personal correspondence. The client may be irritated by the repeated sound of notifications, or he will close the tab before he gets all the details.

Need help with installing and setting up online chat on your website? Contact Artena !
3 Rules for Selling via Online Chat
An employee in an online chat is not just a consultant, he is also a seller. In order to successfully lead a client to a deal, it is necessary to follow several simple recommendations.

1. Direct communication in the right direction yourself
To start a dialogue, it is not enough to simply reply to a greeting message with "Hello". You need to immediately offer help in a form that is relevant to your business, for example, "Can I find you a training course?"

To accurately select a product or service, you need to ask leading questions and identify the client's needs during the dialogue. In this case, you should always offer several options that correspond to the voiced wishes and talk about the differences between them.

2. Offer alternative solutions
If the product the customer is interested in is out of stock, you should offer other options in your correspondence that could be a worthy replacement. Otherwise, the buyer may feel that they were treated disdainfully and will not return to your site.

3. Switch to telephone communication in a timely manner
If the deal involves a lot of nuances, it is easier to agree on the details during a live conversation. Experienced managers sense the right moment to exchange contacts and call. This format of communication seems more difficult, but in fact it is this format that most often ends in a successful sale.

Summary
Let's summarize the above rules into a short checklist for communicating in online chat.

Respond within the first minute of receiving the request.
Change your status or disable chat if managers are not at work.
Prepare yourself for answers to frequently asked questions.
Don't write too complicated, add emotion and avoid strictly following the script without the ability to make decisions in non-standard situations.
Try to resolve all client issues through dialogue, not through links.
Formulate your thoughts in one message.
Try not just to consult, but also to interest the client, to sell him a product or service.
Offer alternative options to replace those that are temporarily unavailable.
Don't hesitate to call the client and help complete the transaction.