http://customericare.com

10 LIVE VIDEO CHAT TIPS
TO MAKE YOUR CUSTOMERS FALL IN LOVE WITH YOU
TO CELEBRATE VALENTINE’S DAY, YOU CAN

TWEET YOUR LOVE
FOR YOUR FAVORITE TIP
BY CLICKING THE

AT THE TOP OF EACH TIP PAGE
1

TWEET THis TIP

KNOW WHEN TO USE VIDEO
Hi!	
  I	
  can’t	
  find	
  your	
  
shipping	
  details.	
  

TEXT CHAT
ONLY

I...
VIDEO IS USEFUL WHEN:
Customers can’t get a new product to work

It’s easier to help them if you s! the product - For exam...
2

TWEET THis TIP

DON’T FORGET ABOUT BODY LANGUAGE

BODY LANGUAGE
ACCOUNTS FOR UP TO

55%

OF HOW WE COMMUNICATE
THE BASIC RULES OF BODY LANGUAGE:
DOS

DON’TS

Smiling

Scratching your face

But never fake it!

Sends the message that y...
3

TWEET THis TIP

MAKE SURE CUSTOMER SERVICE AGENTS LOOK
PROFESSIONAL ON VIDEO

DEFINE APPROPRIATE
OUTFITS

KEEP DESKS
TI...
4

TWEET THis TIP

GIVE THE CUSTOMER YOUR FULL ATTENTION

81%

OF SHOPPERS ARE READY TO PAY MORE FOR
BETTER CUSTOMER SERVI...
SO, DO NOT MULTITASK DURING VIDEO CHAT!

DON’T CHAT WITH
OTHER CUSTOMERS

DON’T TALK TO
COWORKERS

DON’T REARRANGE
OFFICE ...
5

TWEET THis TIP

USE PROACTIVE INVITES AT THE RIGHT MOMENT

66%

OF SHOPPERS FIND PROACTIVE INVITATION
TO LIVE CHAT TO B...
BUT

21% SAY THEY LEFT A WEBSITE BECAUSE
OF AN UNWANTED PROACTIVE INVITE
51%

46%

45%

Because it interfered
with their s...
HERE ARE 3 PROACTIVE CHAT BEST PRACTICES
TO HELP YOU SUCCEED
Timing is key!

Send an invite if you s! someone is spending ...
6

TWEET THis TIP

OFFER VIDEO BUT DON’T IMPOSE IT
TEXT

AUDIO

VIDEO

LET CUSTOMERS SWITCH OFF WHAT THEY WANT
IF YOU START WITH VIDEO CHAT LET CUSTOMERS KNOW

THEY SEE YOU BUT
YOU CAN’T SEE THEM

ONLY ASK THEM TO TURN ON THEIR
WEBCA...
7

TWEET THis TIP

DON’T ACT LIKE A ROBOT
Hi!	
  do	
  you	
  have	
  any	
  
discounts	
  for	
  	
  
Travels	
  to	
  Eg...
DON’T
FORCE YOUR EMPLOYEES
TO FOLLOW A SCRIPT

USE TOO MANY AUTOMATED
ANSWERS WHEN CHATTING
DO
MIRROR YOUR CUSTOMERS
STYLE OF SPEAKING

BROWSE CHAT HISTORY TO
MAKE YOUR CONVERSATION
MORE PERSONAL
8

TWEET THis TIP

DISPLAY CHAT “OPENING HOURS”

40%

OF COMPLAINTS COME FROM
INADEQUATE INFORMATION
ABOUT A PRODUCT OR SE...
WHAT TO DO IF ALL YOUR AGENTS ARE BUSY
DURING OPENING HOURS?
Give customers an estimated waiting time
and offer them to wai...
9

TWEET THis TIP

TAKE YOUR TIME
VIDEO IS NOT USED TO GAIN TIME BUT TO:
BUILD
TRUST

SELL HIGH
VALUE
PRODUCTS

HELP WITH
...
ALL THOSE WILL TURN YOUR VISITORS INTO
RETURNING CUSTOMERS.

40%
UP TO

OF TOTAL REVENUES

OF MOST STABLE BUSINESSES COME ...
10

TWEET THis TIP

GO THE EXTRA MILE

GO GET A PRODUCT
TO SHOW IT TO
THE CUSTOMER
ON CAMERA

GIVE OUT DISCOUNTS
TO RETURN...
YOU LIKED OUR LIVE CHAT TIPS?
GET MORE IN YOUR
INBOX NOW!
We’re also on Twitter @customericare

http://customericare.com
CLICK ON THE HEART TO SHARE
YOUR FAVORITE TIP ON TWITTER:
Know when
to use video

Offer video but
don’t impose it

Don’t fo...
THANKS YOU!
And don’t forget to share the love!

http://customericare.com
info@customericare.com

SOURCES:

LifeHacker «Ho...
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10 live video chat tips to make your customers fall in love with you

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10 guidelines to help you win over your online customers using live chat.
For more chat tips subscribe to our newsletter here: http://eepurl.com/OgIyb

- Tip 1: Know when to use video
Hyperlink to tweet this tip won't work for some obscur reason so you can use this one: http://bit.ly/1bMAZfo

- Tip 2: Don't forget about body language

- Tip 3: Make sure customer service agents look professional on video

- Tip 4: Give the customer your full attention

- Tip 5: Use proactive invites at the right moment

- Tip 6: Offer video but don't impose it

- Tip 7: Don't act like a robot

- Tip 8: Display chat "opening hours"

- Tip 9: Take your time

- Tip 10: Go the extra mile

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10 live video chat tips to make your customers fall in love with you

  1. 1. http://customericare.com 10 LIVE VIDEO CHAT TIPS TO MAKE YOUR CUSTOMERS FALL IN LOVE WITH YOU
  2. 2. TO CELEBRATE VALENTINE’S DAY, YOU CAN TWEET YOUR LOVE FOR YOUR FAVORITE TIP BY CLICKING THE AT THE TOP OF EACH TIP PAGE
  3. 3. 1 TWEET THis TIP KNOW WHEN TO USE VIDEO Hi!  I  can’t  find  your   shipping  details.   TEXT CHAT ONLY I  am  having  troubles   se;ng  up  the  new   TV  I  bought.   OFFER VIDEO CHAT
  4. 4. VIDEO IS USEFUL WHEN: Customers can’t get a new product to work It’s easier to help them if you s! the product - For example electronic devices The product or service you sell is complex You n!d to gain your customer’s trust – For example financial products You are selling expensive/luxury products People are used to one-on-one customer service - For example jewelry or cars
  5. 5. 2 TWEET THis TIP DON’T FORGET ABOUT BODY LANGUAGE BODY LANGUAGE ACCOUNTS FOR UP TO 55% OF HOW WE COMMUNICATE
  6. 6. THE BASIC RULES OF BODY LANGUAGE: DOS DON’TS Smiling Scratching your face But never fake it! Sends the message that you are stressed Looking at the camera Looking away to the side Uncrossed limbs Crossed arms Eye-contact builds trust Conveys openess Is a sign that you are being dishonest Makes you s!m cold and closed-off
  7. 7. 3 TWEET THis TIP MAKE SURE CUSTOMER SERVICE AGENTS LOOK PROFESSIONAL ON VIDEO DEFINE APPROPRIATE OUTFITS KEEP DESKS TIDY HAVE A CLEAN BACKGROUND
  8. 8. 4 TWEET THis TIP GIVE THE CUSTOMER YOUR FULL ATTENTION 81% OF SHOPPERS ARE READY TO PAY MORE FOR BETTER CUSTOMER SERVICE
  9. 9. SO, DO NOT MULTITASK DURING VIDEO CHAT! DON’T CHAT WITH OTHER CUSTOMERS DON’T TALK TO COWORKERS DON’T REARRANGE OFFICE SUPPLIES
  10. 10. 5 TWEET THis TIP USE PROACTIVE INVITES AT THE RIGHT MOMENT 66% OF SHOPPERS FIND PROACTIVE INVITATION TO LIVE CHAT TO BE POSITIVE
  11. 11. BUT 21% SAY THEY LEFT A WEBSITE BECAUSE OF AN UNWANTED PROACTIVE INVITE 51% 46% 45% Because it interfered with their shopping Because they received multiple invites Because they were not ready to ask questions
  12. 12. HERE ARE 3 PROACTIVE CHAT BEST PRACTICES TO HELP YOU SUCCEED Timing is key! Send an invite if you s! someone is spending an unsual amount of time on one page (carefu"y watch your check-out page) Use a tailored message Personalize the invite to sound more human Send offers Advertize a discount to attract attention
  13. 13. 6 TWEET THis TIP OFFER VIDEO BUT DON’T IMPOSE IT TEXT AUDIO VIDEO LET CUSTOMERS SWITCH OFF WHAT THEY WANT
  14. 14. IF YOU START WITH VIDEO CHAT LET CUSTOMERS KNOW THEY SEE YOU BUT YOU CAN’T SEE THEM ONLY ASK THEM TO TURN ON THEIR WEBCAM IF YOU NEED TO SEE THEM TO HELP
  15. 15. 7 TWEET THis TIP DON’T ACT LIKE A ROBOT Hi!  do  you  have  any   discounts  for     Travels  to  Egypt?   Hi!   Thank  you  for   cha;ng  with  us.   Did  you  see  our   special  offer  on   travels  to  Asia?  
  16. 16. DON’T FORCE YOUR EMPLOYEES TO FOLLOW A SCRIPT USE TOO MANY AUTOMATED ANSWERS WHEN CHATTING
  17. 17. DO MIRROR YOUR CUSTOMERS STYLE OF SPEAKING BROWSE CHAT HISTORY TO MAKE YOUR CONVERSATION MORE PERSONAL
  18. 18. 8 TWEET THis TIP DISPLAY CHAT “OPENING HOURS” 40% OF COMPLAINTS COME FROM INADEQUATE INFORMATION ABOUT A PRODUCT OR SERVICE
  19. 19. WHAT TO DO IF ALL YOUR AGENTS ARE BUSY DURING OPENING HOURS? Give customers an estimated waiting time and offer them to wait or send an email Hide the chat window do not directly send customers to an email form during opening hours
  20. 20. 9 TWEET THis TIP TAKE YOUR TIME VIDEO IS NOT USED TO GAIN TIME BUT TO: BUILD TRUST SELL HIGH VALUE PRODUCTS HELP WITH TECHNICAL ISSUES
  21. 21. ALL THOSE WILL TURN YOUR VISITORS INTO RETURNING CUSTOMERS. 40% UP TO OF TOTAL REVENUES OF MOST STABLE BUSINESSES COME FROM RETURNING CUSTOMERS YOU ARE DEFINITELY NOT WASTING YOUR TIME VIDEO CHATTING
  22. 22. 10 TWEET THis TIP GO THE EXTRA MILE GO GET A PRODUCT TO SHOW IT TO THE CUSTOMER ON CAMERA GIVE OUT DISCOUNTS TO RETURNING CUSTOMERS CALL RETURNING CUSTOMERS BY THEIR NAME
  23. 23. YOU LIKED OUR LIVE CHAT TIPS? GET MORE IN YOUR INBOX NOW! We’re also on Twitter @customericare http://customericare.com
  24. 24. CLICK ON THE HEART TO SHARE YOUR FAVORITE TIP ON TWITTER: Know when to use video Offer video but don’t impose it Don’t forget about body language Give the customer your full attention Make sure customer service agents look professional on video Go the extra mile Use proactive invites at the right moment Don’t act like a robot Display chat « opening hours » Take your time
  25. 25. THANKS YOU! And don’t forget to share the love! http://customericare.com info@customericare.com SOURCES: LifeHacker «How to read and utilize body language to reveal the truth in almost any situation » Pocket-Lint.com « Video calling body language tips » Kissmetrics « 5 reason why live chat is the untapped potential for your business » Sumal « The importance of repeat customers »
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