10 LIVE VIDEO CHAT TIPS
TOMAKEYOURCUSTOMERSFALLINLOVEWITHYOU
http://customericare.com
KNOW WHEN TO USE VIDEO
1
Hi!	
  I	
  can’t	
  find	
  your	
  
shipping	
  details.	
  
TEXT CHAT
ONLY
I	
  am	
  having	
 ...
VIDEO IS USEFUL WHEN:
Customers can’t get a new product to work
It’seasiertohelpthemifyous!theproduct-Forexampleelectronic...
DON’T FORGET ABOUT BODY LANGUAGE
2
BODY LANGUAGE
ACCOUNTS FOR UP TO
55%
OF HOW WE COMMUNICATE
TWEETTHisTIP
THE BASIC RULES OF BODY LANGUAGE:
Smiling
Butneverfakeit!
DOS DON’TS
Looking at the camera
Eye-contactbuildstrust
Uncrosse...
MAKE SURE CUSTOMER SERVICE AGENTS LOOK
PROFESSIONAL ON VIDEO
3
DEFINE APPROPRIATE
OUTFITS
KEEP DESKS
TIDY
HAVE A CLEAN
BAC...
GIVE THE CUSTOMER YOUR FULL ATTENTION
4
81%OF SHOPPERS ARE READY TO PAY MORE FOR
BETTER CUSTOMER SERVICE
TWEETTHisTIP
SO,DONOTMULTITASKDURINGVIDEOCHAT!
DON’T CHAT WITH
OTHER CUSTOMERS
DON’T REARRANGE
OFFICE SUPPLIES
DON’T TALK TO
COWORKERS
USE PROACTIVE INVITES AT THE RIGHT MOMENT
5
66%OF SHOPPERS FIND PROACTIVE INVITATION
TO LIVE CHAT TO BE POSITIVE
TWEETTHis...
BUT21% SAY THEY LEFT A WEBSITE BECAUSE
OF AN UNWANTED PROACTIVE INVITE
51%
Because it interfered
with their shopping
46%
B...
HERE ARE 3 PROACTIVE CHAT BEST PRACTICES
TO HELP YOU SUCCEED
Timing is key!
Sendaninviteifyous!someoneisspendinganunsualam...
OFFER VIDEO BUT DON’T IMPOSE IT
6
TEXT AUDIO VIDEO
LETCUSTOMERSSWITCHOFFWHATTHEYWANT
TWEETTHisTIP
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 ...
DON’T ACT LIKE A ROBOT
7
Hi!	
  do	
  you	
  have	
  any	
  
discounts	
  for	
  	
  
Travels	
  to	
  Egypt?	
  
Hi!	
  
...
FORCE YOUR EMPLOYEES
TO FOLLOW A SCRIPT
DON’T
USE TOO MANY AUTOMATED
ANSWERS WHEN CHATTING
DO
MIRROR YOUR CUSTOMERS
STYLE OF SPEAKING
BROWSE CHAT HISTORY TO
MAKE YOUR CONVERSATION
MORE PERSONAL
DISPLAY CHAT “OPENING HOURS”
8
40%OF COMPLAINTS COME FROM
INADEQUATE INFORMATION
ABOUT A PRODUCT OR SERVICE
TWEETTHisTIP
WHAT TO DO IF ALL YOUR AGENTS ARE BUSY
DURING OPENING HOURS?
Give customers an estimated waiting time
and offer them to wai...
TAKE YOUR TIME
9
VIDEO IS NOT USED TO GAIN TIME BUT TO:
BUILD
TRUST
SELL HIGH
VALUE
PRODUCTS
HELP WITH
TECHNICAL
ISSUES
TW...
ALL THOSE WILL TURN YOUR VISITORS INTO
RETURNING CUSTOMERS.
YOU ARE DEFINITELY NOT WASTING YOUR TIME
VIDEO CHATTING
40%
OF...
GO THE EXTRA MILE
10
GO GET A PRODUCT
TO SHOW IT TO
THE CUSTOMER
ON CAMERA
GIVE OUT DISCOUNTS
TO RETURNING
CUSTOMERS
CALL ...
We’re also on Twitter @customericare
http://customericare.com
YOU LIKED OUR LIVE CHAT TIPS?
GET MORE IN YOUR
INBOX NOW!
Know when
to use video
Don’t forget about
body language
Make sure customer
service agents look
professional on video
Give ...
SOURCES:
LifeHacker «How to read and utilize body language to reveal the truth in almost any situation »
Pocket-Lint.com «...
10livevideochattipstomakeyourcustomersfallinlovewithyou 140212094222-phpapp01
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10livevideochattipstomakeyourcustomersfallinlovewithyou 140212094222-phpapp01

  1. 1. 10 LIVE VIDEO CHAT TIPS TOMAKEYOURCUSTOMERSFALLINLOVEWITHYOU http://customericare.com
  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. KNOW WHEN TO USE VIDEO 1 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 TWEETTHisTIP
  4. 4. VIDEO IS USEFUL WHEN: Customers can’t get a new product to work It’seasiertohelpthemifyous!theproduct-Forexampleelectronicdevices The product or service you sell is complex Youn!dtogainyourcustomer’strust–Forexamplefinancialproducts You are selling expensive/luxury products Peopleareusedtoone-on-onecustomerservice-Forexamplejewelryorcars
  5. 5. DON’T FORGET ABOUT BODY LANGUAGE 2 BODY LANGUAGE ACCOUNTS FOR UP TO 55% OF HOW WE COMMUNICATE TWEETTHisTIP
  6. 6. THE BASIC RULES OF BODY LANGUAGE: Smiling Butneverfakeit! DOS DON’TS Looking at the camera Eye-contactbuildstrust Uncrossed limbs Conveysopeness Crossed arms Makesyous!mcoldandclosed-off Looking away to the side Isasignthatyouarebeingdishonest Scratching your face Sendsthemessagethatyouarestressed
  7. 7. MAKE SURE CUSTOMER SERVICE AGENTS LOOK PROFESSIONAL ON VIDEO 3 DEFINE APPROPRIATE OUTFITS KEEP DESKS TIDY HAVE A CLEAN BACKGROUND TWEETTHisTIP
  8. 8. GIVE THE CUSTOMER YOUR FULL ATTENTION 4 81%OF SHOPPERS ARE READY TO PAY MORE FOR BETTER CUSTOMER SERVICE TWEETTHisTIP
  9. 9. SO,DONOTMULTITASKDURINGVIDEOCHAT! DON’T CHAT WITH OTHER CUSTOMERS DON’T REARRANGE OFFICE SUPPLIES DON’T TALK TO COWORKERS
  10. 10. USE PROACTIVE INVITES AT THE RIGHT MOMENT 5 66%OF SHOPPERS FIND PROACTIVE INVITATION TO LIVE CHAT TO BE POSITIVE TWEETTHisTIP
  11. 11. BUT21% SAY THEY LEFT A WEBSITE BECAUSE OF AN UNWANTED PROACTIVE INVITE 51% Because it interfered with their shopping 46% Because they received multiple invites 45% Because they were not ready to ask questions
  12. 12. HERE ARE 3 PROACTIVE CHAT BEST PRACTICES TO HELP YOU SUCCEED Timing is key! Sendaninviteifyous!someoneisspendinganunsualamountof timeononepage(carefu"ywatchyourcheck-outpage) Use a tailored message Personalizetheinvite tosoundmorehuman Send offers Advertizeadiscount toattractattention
  13. 13. OFFER VIDEO BUT DON’T IMPOSE IT 6 TEXT AUDIO VIDEO LETCUSTOMERSSWITCHOFFWHATTHEYWANT TWEETTHisTIP
  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. DON’T ACT LIKE A ROBOT 7 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?   TWEETTHisTIP
  16. 16. FORCE YOUR EMPLOYEES TO FOLLOW A SCRIPT DON’T 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. DISPLAY CHAT “OPENING HOURS” 8 40%OF COMPLAINTS COME FROM INADEQUATE INFORMATION ABOUT A PRODUCT OR SERVICE TWEETTHisTIP
  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 donotdirectlysendcustomerstoan emailformduringopeninghours
  20. 20. TAKE YOUR TIME 9 VIDEO IS NOT USED TO GAIN TIME BUT TO: BUILD TRUST SELL HIGH VALUE PRODUCTS HELP WITH TECHNICAL ISSUES TWEETTHisTIP
  21. 21. ALL THOSE WILL TURN YOUR VISITORS INTO RETURNING CUSTOMERS. YOU ARE DEFINITELY NOT WASTING YOUR TIME VIDEO CHATTING 40% OF TOTAL REVENUES OF MOST STABLE BUSINESSES COME FROM RETURNING CUSTOMERS UP TO
  22. 22. GO THE EXTRA MILE 10 GO GET A PRODUCT TO SHOW IT TO THE CUSTOMER ON CAMERA GIVE OUT DISCOUNTS TO RETURNING CUSTOMERS CALL RETURNING CUSTOMERS BY THEIR NAME TWEETTHisTIP
  23. 23. We’re also on Twitter @customericare http://customericare.com YOU LIKED OUR LIVE CHAT TIPS? GET MORE IN YOUR INBOX NOW!
  24. 24. Know when to use video Don’t forget about body language Make sure customer service agents look professional on video Give the customer your full attention CLICK ON THE HEART TO SHARE YOUR FAVORITE TIP ON TWITTER: Use proactive invites at the right moment Offer video but don’t impose it Don’t act like a robot Display chat « opening hours » Go the extra mile Take your time
  25. 25. 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 » THANKS YOU! And don’t forget to share the love! http://customericare.com info@customericare.com

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