Chat communication

This article gives you some ideas on what to think about when communicating in the chat.

Fast-paced communication

The messaging in the chat is fast-paced and visitors expect swift replies. A quick first response from your side lays a good foundation for the rest of the conversation, and is essential for a good customer experience. When a new chat starts, send a quick greeting to let the visitor know your there and then respond to their actual question in the next message.

It might be a good idea to check your profile settings and make sure sounds and desktop notifications are enabled as these help you notice incoming messages faster.

Keep in mind that the chat window is quite small, so dynamic and straight to point messages keep the conversation flowing and efficient. It is  usually better to split your replies into shorter messages as this makes it easier for the visitor to follow the conversation . Using links to website content is also always a good idea. 

Save time by using canned answers in the chat. Save frequently used phrases and replies to commonly used questions and you can reply in only a few seconds. More info on how to use canned answers here.

Adapt to your visitors'  communication style
When starting a new chat conversation, start with a more formal communication style and adapt to the visitor’s communication style as the conversation continues. If you notice that the visitor has a more informal, relaxed approach you can adjust your style accordingly. If the visitor uses emojis, why not use them too? Always remember to be courteous and pay attention to your spelling as well as your company’s communication guidelines. 

Keep your goal in mind

It is also always a good idea to think about what you want to achieve in the conversation - what is the optimal end result of a chat conversation? Actively offer your help and serve the customer accordingly. Proactive service attitude takes you far in any channel, and chat is no exception.
Keep the customer up to date on what is happening, especially if you are looking into something and it means you will be silent for a while. Try to solve the visitor’s issue in the chat if possible. If not, make the transition to another channel as easy as possible.  

To summarise

  • Chat is a real time service channel, hence long wait times are a big no-no. Pay attention especially to your first response wait time
  • Use several short messages instead of one really long one
  • Keep the visitor up to date on what is happening
  • Ask for the visitor's contact information if you can’t answer their question in reasonable time
  • Be courteous, adapt to the visitors' way of communication - keeping in mind your company's communication style and guidelines
  • Be proactive and keep in mind what the goal with the chat in your organisation is