This document provides tips for live chat representatives, including answering quickly, avoiding hard sells, focusing on the customer experience, updating avatars, addressing visitors by name, avoiding jargon, being courteous, speaking positively about the company, asking permission before putting chats on hold or transferring, and offering empathy. It also discusses initially testing chats without requiring visitor information and adding canned responses for common questions. Representatives are instructed to contact Christine or Sandy with any other questions.

1. Live Chat
Tips and Tricks

2. Always Remember To:
Answer quickly; Check in or respond to a chat request within
2 minutes of notification
Avoid a hard sell, answer questions and
give visitor the choice to receive information about offers
Focus on the customer experience; make sure you think about how
the chat is going from their point of view
Update your avatar (personal photo): customers like knowing who
they are talking to

3. Conversation Tips
Address visitor by name (if applicable)
Avoid using jargon or other term the visitor may not know
Have courtesy; always thank visitors for their time
Don’t be a robot! Talk to the visitor as if you were having a phone conversation
Speak positively of the company (hopefully this is a no-brainer)
Always ask permission to put the chat on hold, transfer visitor
To another operator or push url’s to the visitor
Offer empathy when appropriate; especially if visitor is having trouble

4. Administration INformation
Information
Initiall we are going to test the chat without requiring the visitor
to fill out a form where they give us their name and email. Let
us know if you think this would improve the chat experience.
We have the option to add “canned responses” or a pre-written response
to common questions. If you find you are getting asked the same thing
over and over, let us know and we will add it to the canned responses
so that you can answer more quickly.

5. Questions?
Contact Christine
christine.evans@eisenbachconsulting.com
or Sandy
sandy@eisenbachconsulting.com