As we emerge beyond the static Internet of old and even past the recent improvements of the 2.0 Internet age, we come face to face with the age old reality that we must constantly improve our communication with our customers to increase sales and consumer loyalty. In order to do that, we must understand what it takes to be a live chat operator in the modern age.
1) The Customer is Always Right Mentality or Not?
There is an age old saying in the world of human resources that the customer is always right. We all know that this is a myth and that most customers are not always right and can be rash, unresponsive, and down right ignorant. The meaning behind the saying is that we need to assume the customer is always right to stay positive and optimistic so that we do not offend the customer. When a customer brings a problem to our attention, they are providing us with an opportunity to win back their loyalty and we should try our best to do so.
2) Quick Typing Skills
Clearly, being very quick at typing is a clear requirement somewhere around 80 words per minute (wpm) as a minimum. But you need to be more than just quick at typing, you need to have great grammar skills and have an upbeat and positive voice in your words to coax the customer along and settle their nerves down. You need to avoid being negative, avoid sounding like a robot, and never copy and paste responses they should always be custom responses catered to the client.
3) Up Selling For A Win!
When a customer contacts us for a complaint or a question, we should take the opportunity to present new products, upgrades, and other opportunities for our client base. By doing so, you will see an increase in your bottom line which will provide a long and stable career for you as a chat operator for your employer. Consumers expect up-selling but do not want to be hassled too much, so avoid pushing buttons and over selling.
4) Be Proactive Today!
Using ProvideLiveHelp.com’s live tracking tools, which are integrated into the live chat operator software for free, you can see if someone has been squatting around in checkout or on a sales page for an extended period of time. If so, take the extra initiative and pop open a live chat operator invitation window to the client. You might just find that they are stuck and need help completing the process and thereby will lower your abandoned shopping cart rates, increase sales, and gain a stronger loyalty from the consumers you assist. Being proactive is always positive for PR and will go a long way for organic referrals and traffic.
In the end, stay positive and upbeat when working as a chat operator and always look for an opportunity to impress the fans and make an extra sale. This will not only go a long way to solidify you job position but it might open up opportunities for commissions and increases in salaries from your boss based on your stellar performance. Enjoy all of the many features of ProvideLiveHelp.com’s live chat operator software today with a free 30 day trial, no strings attached and see what you can do to become a better chat operator today!