Using live chat to assist customers with technical support issues may sound like a thorny combination, especially if you have a complex product or service that reps in your call center typically handle. However, live chat is a great medium for technical support customer service – especially if your product or service is accessed online. Customer service, particularly in technical support, is increasingly becoming available on numerous multi-channel platforms, and live chat is an efficient, personalized way to help customers and strengthen your product’s reputation.
To make sure that your customer support team is well-equipped to handle customer service through live chat, incorporate these five tips into your training program.
Live Chat Technical Support Tip #1: Ask and you shall receive
In live chat, you’re relying on short snippets of text, and you don’t have the luxury of voice intonations to help make a point. You may be dealing with frustrated customers who don’t know how to describe the problem very well, so it’s contingent upon the technical customer service rep to know how to ask the right questions. Be precise and keep the questions simple – this will help you guide the customer to the actual issue and will save time in the process. Work with your team to formulate template questions that help diagnose common problems, so that it’s easy for your team to narrow down the issues and eliminate confusion.
Live Chat Technical Support Tip #2: Keep jargon to a minimum
Even with technical products that your customers may be familiar with, you can’t assume how well they know the terminology. Remember, live chat customer support limits how much you can express and learn from the customer, so it’s best to be clear and use common, rather than jargon-y words when assisting customers.
Live Chat Technical Support Tip #3: A picture can tell a thousand words
If your product is cloud-based or includes software, make sure you equip your team with remote desktop tools that allow your customer service team to visually see the problem by transmitting the customer’s desktop to the rep’s screen. Using remote desktop tools can save time and eliminate frustration by allowing your reps to see the customer’s screen and diagnose the issue, without repeatedly asking the customer to describe the problem.
Live Chat Technical Support Tip #4: Personalize the experience
Live chat allows you to personalize the customer service interaction since the customer is already online, so take advantage of this feature by making sure your reps have a photo of themselves next to their name in the chat box, and that they use their real name. A photo and name builds trust and helps reinforce to your customers that they are being helped by a real person, and not just an automated system.
Close the deal in the same chat session
Endear your customers even further to you by making sure your reps try to “close the deal” during the same chat session, even if it takes longer. You want to avoid inconveniencing your customers by requiring them to log on multiple times, or pick up the phone and call while they’re resolving their issue(s). In your training protocol, prioritize success over swift chat sessions. Your customers will appreciate it.
Live chat can be enjoyable for your agents and customers with the right tools and training
As with many forms of technical customer support, live chat comes down to how well your team is trained and equipped; if you train them thoroughly and give them the right tools, chances are, they’ll enjoy assisting customers with live chat, which your customers will notice. If you neglect training and establishing protocols, both your team and customer support reputation will suffer. Make live chat work for you by incorporating our above tips.