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Imagine if the customer on the chat is irate or needs help urgently. Aim for an average wait time of less than 20 seconds.

Once you have accepted the chat request, forget all your worries, tune out all your negative energy, stop the chatting with your colleagues and give the customer your complete attention.

Approach the chat with a confident and cheerful mood because happy minds help deliver a happy customer experience.

It can be helpful to use canned responses at the start of a chat to greet the customer as it can save time when handling multiple chats simultaneously.

Greeting should be professional while remaining friendly at the same time. A good example would be:. If the customer has contacted the wrong company for support then you should link them to the correct company if you can.

This helpful interaction could potentially pay off if this person becomes your customer in the future! If the chat subject is not very clear or needs elaboration then you need to probe for more information.

It is always best to ask questions rather than making assumptions that take the chat in the wrong direction.

If probing is not done correctly or if incorrect assumptions are made by the agent then the chat can stretch unnecessarily and create a frustrating experience for the customer.

If in doubt, then it is always better to discuss with the customer what you have understood and check you are on same page as the customer before offering any solutions.

If customer has multiple queries then the best way is to answer them one at a time after the customer has finished typing.

The real help comes when you understand what they truly need and can give them the best options to meet their requirements.

In these situations, it is better to take your time to research the solution so you can give the customer the right answer to their query.

If you feel the subject might need some investigation or you need to discuss this with an expert or engineer, communicate this to the customer.

Collect all the information required from the customer so that you or the next agent who will take the follow up with the customer has all the information they need to investigate and get back to the customer.

If you are in a technical profession or a profession where you can check the solution by practicing in your system or a test environment then make it a habit to always follow this practice before giving the solution to the customer.

It helps you iron out any flaws in the solution and helps test whether this is what the customer needs. If you are not sure about a solution then have a quick chat with your manager or your colleagues who can guide you or give some tips from their experience.

In some cases, it is better to transfer the chat to an expert who has better knowledge of a specific issue. Empathy is a must have skill for every customer support professional.

Empathy helps turn customers around from making a complaint to fixing the problem. It is important to use simple and clear language because the customer might not be familiar with your native language.

Always remember that the person on chat is also a human so keep it real and be honest with your responses.

After you have completed your draft response, read it again before sending it over to catch any technical or grammatical mistakes.

It is important that you provide the solution in detail, covering all the conceptual and technical aspects.

If a solution can be achieved by several methods then it is a good idea to share all the possible ways with the customer — they might prefer one solution over another.

Think about what future issues the customer might face related to the initial query, and cover them on the same chat session to avoid another contact and help create an effortless experience for the customer.

So what should you do in this situation? It is important to understand the value of ending a chat session on a high note. The last moments on a chat can create a bitter memory of the experience if not handled well.

We should avoid abrupt goodbyes and instead ask if there is anything else the customer needs help with. Following these 14 steps should help you develop a structured approach towards handling a live chat.

You start one-on-one and group chats the same way: by selecting New chat at the top of your chat list. When you're ready, select Send.

This starts the chat. You can also start a one-on-one chat from someone's profile card. Open it by clicking their picture in a channel or from a search.

Start one the same way you start a one-on-one chat: select New chat at the top of your chat list. Select the down arrow to the far right of the To field and type a name for the chat in the Group name field.

This starts a new conversation. Everyone who has access to the group chat can send messages. Then, type the names of the people you'd like to chat with, select how much of the chat history to include, and click Add.

Teams will save the whole chat history, all the way back to the first message. And if someone leaves the group , their chat responses are still there in your chat history.

Microsoft Teams. Featured topics.

Ch at st ep

3 thoughts on “Ch at st ep

  1. Sie sind absolut recht. Darin ist etwas auch mir scheint es der gute Gedanke. Ich bin mit Ihnen einverstanden.

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