How to Introduce Web Chat To Your Customers

Customers today expect fast and reliable service. Most people make phone calls to conduct their business. However, many consumers today are looking for other ways to connect with businesses. One method that is increasing in popularity is web chat. This is a plus for businesses that are able to use their websites to conduct traffic directly to their agents. Learn more about how to introduce web chat to your customers.

Chatting Etiquette

It helps to learn the basic etiquette if your business is just starting out with web chat. There are certain rules of chatting that will make the transaction flow smoothly. A polite and professional transaction is essential. If a response will take several minutes to type out, it helps to have an indicator that shows you are currently typing the response. Always inform the customer when you need to put them on hold to check on the answer. Don’t be afraid to review what you have typed before you send it to the customer. Once you send an answer it is impossible to retrieve it.

Set Standards

Set company standards for web chat interactions. It is important to be friendly and courteous. However, you don’t want the chat to feel too informal to your customers. Set guidelines for when a web chat should be converted to a phone call or video chat. Be sure that all of your employees are following the same rules when chatting with customers. This will ensure that you can provide consistent service.

Train Staff

Training your staff on the chatting protocol will ensure that you are able to meet customer needs with maximum efficiency. It is important to keep in mind that chat, like email, will provide customers with a document of the conversation. Maintaining professional standards throughout the entire chat is essential. A bad experience can be quickly posted on social media by an angry customer. A little bad publicity can go a long way. While chatting will present many benefits to your business, it is necessary to keep in mind the importance of protecting the name of your company.

Call Centre Services

Many call answering services in Calgary are offering their clients the web chat format. There are several different formats available. The two main connection avenues are virtual chat and agent chat. Agent chat is an intensive process that requires additional resources. Some call centres serve as the primary responder for these types of chats. After a predetermined number of questions are answered, the conversation is transferred to a company agent.

Virtual Chat

A virtual chat employs an automated response system. It is useful for responding to basic inquiries. Virtual chat is also a great option for interacting with customers after regular business hours. Virtual chat is available on a 24/7 basis. In order to operate a virtual chat you will need to employ the right software. A wide range of software programs are available. These can be customised to meet the specific needs of your business purposes.

Ashley Meszaros is the Owner/President of We An-Ser Communications in Calgary. We An-Ser Communications provides award winning call center services in Calgary, dispatching, medical answering services, man down services, lone worker support, wireless panic services and more. They service the North American market.

Ashley Meszaros is the Owner/President of We An-Ser Communications in Calgary. http://www.wean-ser.com/calgary-call-centre-services/