Member Article

Think You’re Cut Out to Be a Live Chat Operator?

People think that live chat for web is easier for customer service representatives as they do not have to respond straight away to the visitor enquiry. Yes, operators get some room to think of their answer; however the customer still expects a quick and accurate response. Think you got what it takes to be a live chat operator? Let us find out…

Scenario 1

Let us start off easy, the visitor in chat wants to check if you have a particular product in stock, do you…

A) Provide them with a number to call instead? You do not have time to find that out for them. B) Tell them it is not in stock and that you do not know when the company will receive the next delivery? C) Explain that the item is not in stock and suggest alternatives or to take their contact details to update them when it does arrive?

If you answer C) that is the best response for the visitor, they are going to be disappointed that they cannot get their product today, but by being helpful and providing alternatives / to keep them updated, you are encouraging them to shop with your company and not a competitor.

Scenario 2

A customer bought an item of clothing that did not fit and now they want to return it, do you…

A) Send them a link / navigate them to your returns information page? B) Provide the returns information in chat? C) Tell them they need to follow the returns process which can be found on the website?

If you opted for B) to provide the returns information in chat this can add unnecessary time onto your stats as the information is already available. The better option is A) if you explain that your returns process is very easy and has been provided on the page you are going to direct them to.

Scenario 3

A potential customer wants a comparison between two products they are considering, do you…

A) Offer a demonstration of the products? B) Explain the differences and ask if they want you to send further information? C) Tell them that the product pages provide sufficient information for them to compare themselves?

B) is the best scenario as the visitor came through on chat they want at least a brief answer via chat. A) may earn some brownie points but can cause more work for your colleagues, especially if they are travelling to do a demonstration.

Scenario 4

A customer has forgotten their password to log in, do you…

A) Tell them they need to use the forgotten password link to reset it? B) Give them their password? C) Go through several security questions before providing their password?

Your safest answer is A), customers may be frustrated they have to reset their password; however it is the appropriate way to comply with data protection. It may seem reasonable to go through several security questions to retrieve the password, but you don’t know who has access to these and are posing as the visitor.

Scenario 5

Some kids have found your chat and are starting multiple conversations do you…

A) Go along with their conversation and have a laugh? B) Send over a message stating you have their IP address and internet service provider who can identify them? C) Ignore them?

By sending a message B) with their IP address and internet service provider, it can deter them from starting anymore chats as they suddenly realise it is a serious matter. C) ignoring them can work in some cases, however it can also encourage them to begin more chats that take up your time and affect your stats.

Scenario 6

A customer would like to speak to a manager as they would like to place a complaint, do you…

A) Ask your mate in your department to take over the chat and pretend to be your manager? B) Transfer the chat to your manager? C) Explain that you need more information about the complaint first and try to deal with it yourself?

The answer for this may vary from one organisation to the next, however the most common way of dealing with complaints is to find out what it is about first and see if you can answer it C), if you can’t then find out if your manager is available to be transferred the chat B).

Scenario 7

A customer enters the chat asking to do something that does not relate to your company (ask to change details on insurance policy when you sell building materials etc.) do you…

A) Explain what your company does and that they need to speak to their insurer (or whoever) directly to further their enquiry? B) Tell them to go away and stop wasting your time? (That is the third one this week!) C) Tell them they have the wrong website?

It can be frustrating to deal with these types of visitors, the best answer is A) explain what your company does and advise them to redirect to the correct company. If this does not work and they are convinced you can help them try explaining that they have the wrong website.

Scenario 8

Your visitor in chat is ready to buy do you…

A) Thank them for their enquiry and leave them to it? B) Direct them to the purchase page via a link or Auto-Navigation? C) Tell them to go to a competitor to purchase the product?

By directing them to the purchase page you are leading the horse to water and are one step away from getting it to drink. You as an operator have done everything you can and it is now down to the visitor to take their final steps.

How did you get on, would you cut it as a live chat operator? If yes, why not try it for real by adding live chat to your website.

And if you answered any of the follow:

• 1 - A)
• 2 - C)
• 3 - C)
• 4 - B)
• 5 - A)
• 6 - A)
• 7 - B)
• 8 - C)

I suggest you swot up on your customer service before trying live chat by checking out our handy whitepaper.

Author Bio: Gemma Baker is the Marketing Executive for live chat for web provider, Click4Assistance, with a range of digital knowledge within PPC advertising, SEO practices, email campaigns and social media

This was posted in Bdaily's Members' News section by Click4Assistance .