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

1. http://customericare.com
10 LIVE VIDEO CHAT TIPS
TO MAKE YOUR CUSTOMERS FALL IN LOVE WITH YOU

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. 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. 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. 2
TWEET THis TIP
DON’T FORGET ABOUT BODY LANGUAGE
BODY LANGUAGE
ACCOUNTS FOR UP TO
55%
OF HOW WE COMMUNICATE

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. 3
TWEET THis TIP
MAKE SURE CUSTOMER SERVICE AGENTS LOOK
PROFESSIONAL ON VIDEO
DEFINE APPROPRIATE
OUTFITS
KEEP DESKS
TIDY
HAVE A CLEAN
BACKGROUND

8. 4
TWEET THis TIP
GIVE THE CUSTOMER YOUR FULL ATTENTION
81%
OF SHOPPERS ARE READY TO PAY MORE FOR
BETTER CUSTOMER SERVICE

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. 5
TWEET THis TIP
USE PROACTIVE INVITES AT THE RIGHT MOMENT
66%
OF SHOPPERS FIND PROACTIVE INVITATION
TO LIVE CHAT TO BE POSITIVE

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. 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. 6
TWEET THis TIP
OFFER VIDEO BUT DON’T IMPOSE IT
TEXT
AUDIO
VIDEO
LET CUSTOMERS SWITCH OFF WHAT THEY WANT

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. 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. DON’T
FORCE YOUR EMPLOYEES
TO FOLLOW A SCRIPT
USE TOO MANY AUTOMATED
ANSWERS WHEN CHATTING

17. DO
MIRROR YOUR CUSTOMERS
STYLE OF SPEAKING
BROWSE CHAT HISTORY TO
MAKE YOUR CONVERSATION
MORE PERSONAL

18. 8
TWEET THis TIP
DISPLAY CHAT “OPENING HOURS”
40%
OF COMPLAINTS COME FROM
INADEQUATE INFORMATION
ABOUT A PRODUCT OR SERVICE

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. 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. 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. 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. YOU LIKED OUR LIVE CHAT TIPS?
GET MORE IN YOUR
INBOX NOW!
We’re also on Twitter @customericare
http://customericare.com

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. 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 »