https://www.talkdesk.com/resources/webinars/ Originally from our webinar with Pascal from Userlike, check out this deck to learn tips and tricks for combining and boosting your live chat and phone support. In the deck you’ll learn: - Tips for leveraging these support channels more effectively. - Ways in which these two channels differ and their use cases. - How to integrate live chat and phone support in the most optimal way. Watch the webinar here: https://www.talkdesk.com/resources/webinars/improving-live-chat-phone-support

1. CUSTOMER)EXPERIENCE)
WEBINAR)SERIES
How$to$Combine$Live$Chat$
with$Phone$Support
with$Pascal$van$Opzeeland
from$Userlike

2. 2
Your host for this webinar
Pascal van Opzeeland
Marketing @Userlike

3. 3
Breaking Down Communication Barriers Between Business And Customer
About
Bring Your Website to Life
Live Chat for Website Support
Live Chat for WhatsApp Support
No Downloads, Easy Setup, Integrations
Userlike’s live chat for websites allows you to help your visitors at the
right moment: when they’re on your website. Welcome visitors with a
smile. Don’t miss any more sales due to unanswered questions.

4. 4
15.000+ companies trust Userlike
73%
Customers from Europe
0% 100%50%
80%
Customers in E-Commerce
0% 100%50%

5. Quick Overview
5
Today’s agenda
Talkdesk - Userlike Integration4
Tips for Live Chat Support2
Live Chat vs Phone vs Email1
How to Combine Live Chat with Phone Support
3

6. From Phone Expert to Live Chat Pro
6
Main goal

7. Live chat vs phone vs email

8. Communication Characteristics
8
Channel comparison
Phone Email Live Chat
Real-time Yes No Yes
Medium Voice Written Written
Intimacy level High Low Medium
Location Off-site Off-site On-site
Contact Barrier High Medium Low

9. That Drive Live Chat
9
Key trends
1
2
3
Availability of information
Chat communication
The social company

10. Phone vs Live Chat
10
Software Advice research

11. Phone vs Live Chat
11
Software Advice research

12. Phone vs Live Chat
12
Software Advice research

13. Phone vs Live Chat
13
Software Advice research

14. Tips for Live Chat Support

15. Channel Characteristics
15
Communication comparison
Phone Email Live Chat
Real-time Yes No Yes
Medium Voice Written Written
Intimacy level High Low Medium
Location Off-site Off-site On-site
Contact Barrier High Medium Low

16. For Live Chat Communication
16
Key implications
1
2
3
Write as you speak
Come as you go
Easy processing

17. General Principles
17
What is important in live chat communication?
Keep it conversational
• Mix between phone & email
• Short = Digestible
Adjust to chat partner
• Be flexible in style
• Very polite or amicable
Positive & straightforward
• Set a positive vibe
• Difficulty of reading between the lines
Speed is king
• Don’t obsess over type-o’s
• Let them know you’re there

18. Quick Tips
18
Chat language
Rephrase1
Prevent filler words2
Customer name3
Listening indicators4
Use of emoticons5
Laugh6
Rephrase No filler words Customer name
Listening Emoticons Laugh

19. Combining Live Chat with
Phone Support

20. From the Field
20
Common mistakes
Unlock All Chat Slots
• Chat burnout
• Start with 3 - 5
Only Implement on Contact Page
• Very low traffic
• Don’t use full power
Don’t Integrate Tools & Data
• Lose customer’s reference info
• Duplication
No Chat Training
• Chat Etiquette
• Typing Speed

21. Some Tips
21
Combining phone & chat
Dedicated Live Chat (Team)
• Avoid multitasking
• Start with 1 with limited chat slots
Know When to Switch
• Live Chat great for first contact
• Switch to phone to guide to closure
Set up Chat Macros
• Speed up your service
• Safe yourself from phone-chat cases
Integrate with Talkdesk
• Contact information
• Avoid multitasking

22. Talkdesk - Userlike Integration

23. Contact Information
23
How does it work?

24. Channel Blocking
24
How does it work?

25. 25
How you're feeling right now

26. 26
What are the costs?

27. 27
Special offer for attendees
On top of 2 weeks after
registration
3 Months Free Trial
In discussion with our support
team for number fix
WhatsApp Connect
Free = 1, Team = 3, Corporate = 5
Up to 5 Operators
Customer Information & Channel
Blocking
Talkdesk Integration

28. 28
How you're feeling right now

29. Thank you!
Any Questions?
support@userlike.comwww.userlike.com https://twitter.com/
userlike
facebook.com/
userlike