Live chat mistakes companies make and how to avoid them

We often ignore the importance of what we read, what we write and how we write. While jotting the thoughts down on a chat box become the face for the company and when ignored, you may miss a prospective business client. The World of Communication is only drive with the power of chosen words. Picking up write word can pass the message to the reader on the other side very effectively. It not only builds the connection but shows how quick you are in responding.

Content Writing: What’s branding got to do with it?

You must have come across with certain website where a Chat Box follows you till the time you are out of the site. These are called Human Interface when comes to browsing and searches become easier when we get a quick fix in form of a chat box. It is not only increases the customer engagement but also can be a reason of high bounce rate.

  • Company’s logo should be used in the chat box
  • A warm greeting should always be in the opening
  • Never repeat your greetings as it seems fake
  • Always use your name to build a personal touch

Demonstrate The Differences

Based on the search pattern, one must ask the relevant questions to give the right answer. In lack of response, an opportunity should always be given to the user to start a conversation by asking different question to the user. Remember, building a conversation is the key to customer satisfaction.

Make yourself available when actually you are

While using a chat box, this is the primary thing to implement. If you are not available, your customer may see you online & might go off the page in lack of response.

Avoid using Too Lengthy or Too Short sentences while using Chat Box

Using too short or too lengthy sentences often results into confusion that ends up with misleading or misguided information presented to your user. It is considered always wise using apt sentences to avoid any ambiguity.

Avoid using negative words

It is recommended to use Indirect sentences when the option searched by user is limited or unavailable. Avoid saying direct NO and rather use positive words like:

Who is your ideal customer/client?

The standard chunk of Lorem Ipsum used since the 1500s is reproduced below for those interested. Sections 1.10.32 and 1.10.33 from “de Finibus Bonorum et Malorum” by Cicero are also reproduced in their exact original form, accompanied by English versions from the 1914 translation by H. Rackham.

No – can I present you an alternate…..
Not Available – You can surely look for the options available…..
Can Not – I am afraid but I can surely help you with…..

No use of Emoji or limited use

You will see representative becoming over friendly with showering of Emoji in the replies. This is an unprofessional approach that holds the power of taking the conversation off-track and resulting into repeat customer with no objective of buying the product you want to offer.

Do not forget the ultimate goal of using Chat Box

  • An over inquisitive customer: while dealing with too many questions with the user, trying to focus on the products you have to offer. This will help you getting into the reason of customer using your platform
  • Leaking company’s information: avoid answering the question or information which is not available in public domain
  • I, Me, Myself: This is a clear no no while using a chat box. Never pass-on your personal information and rather tackle the questions with mindfulness.
  • Do not kill conversation: Replying too little or passing confusing statements results into NO DEAL. Be apt in responding & always remember the ultimate goal of this platform.
  • Do not over -sell: Pitching the product at the right time is the key for making the Chat Box a fruitful tool in conversion