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Reducing Customer Effort in Chat
 

Reducing Customer Effort in Chat

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Better chat writing strategies for a better customer experience. Examines 15 chat transcripts of customer service leaders including Zappos, Norstrom, Best Buy.

Better chat writing strategies for a better customer experience. Examines 15 chat transcripts of customer service leaders including Zappos, Norstrom, Best Buy.

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    Reducing Customer Effort in Chat Reducing Customer Effort in Chat Presentation Transcript

    • Reducing Customer Effort in the Chat Channel Chat verbatim analysis of customer service leaders TELUS International 2011
    • Overview
      • Online chat is a powerful engagement platform that is real-time, secure, personal and very cost-effective
      • Key is to launch online chat effectively to avoid customer frustration & brand damage
      • Customers want support that is quick and easy
      • Customer effort refers to the amount of work, time, and understanding a customer must spend to get his/her questions answered
    • Improved chat writing = better CRM
      • White Paper outlines best chat strategies based on:
      • 15 chat transcripts of customer service leaders including Zappos, Best Buy, Nordstrom
        • The importance of:
          • Conversation flow
          • Agent skills
          • Communications style
        • The overall impact on customer effort
    • Example: The Greeting
      • Long greetings increase the risk the customer will lose interest before getting started
      • Start the chat session quickly, get to the customer’s issue, then start probing for and sending additional information
      Poor example: Improved example: “ Welcome to (Company) Live Chat! My name is David. Thank you for waiting. How can I help you?”
    • Agent skills
      • Agents should portray confidence and knowledge in the company and its products at all times
    • Communication style
      • Written responses should use clear language, proper grammar, and in a tone that reflects the company’s image
      Staying on point:
    • Research
      • Download the detailed white papers:
        • Best Practices: Online Chat Sales
        • Reducing Customer Effort in the Chat Channel
      • 60 in-depth sales chat sessions with 6 Fortune 500 companies to analyze the qualitative metrics of an ideal chat sales session
      • Examines how better chat writing strategies lead to a better customer experience. Looks at 15 chat transcripts of customer service leaders.
    • Connect Learn more about our online chat and contact center outsourcing practice: Web: http://www.telusinternational.com Twitter: http://www.twitter.com/TELUSint Email: [email_address] 1.800.306.1586 (toll free North America) 1.780.392.0160 (global)
    • © 2011 TELUS and TELUS International. Other company and brand, product and service names are for identification purposes only and may be trademarks or registered trademarks of their respective holders.