4 Common mistakes among customer service
1. “Customer has time to wait” – Common mistakes among customer service
First 20 seconds after visitor has landed on the website, are the most critical ones.
How long is the estimated visit on your website? According to different studies, ‘engaged’ visitor spends on average 10-20 seconds on one website. If the website is optimized properly the visit can stretch even into a minute. Customer has no time for waiting so it is worth to catch one quickly before it’s too late!
Customer experience consultant Nielsen Norman, estimated that the first 20 seconds after visitor has landed on the website, are the most critical ones.
So it is worth to snatch the visitor quickly.
2. Customer is not being listened to (genuinely) – Common mistakes among customer service
“No. I’m still looking for those black jeans.” Repeating oneself or explaining things again and again gets really on customers nerves.
Compared to face-to-face customer service, to be a successful chat-agent requires different set of perks. Chat-agent has to be able to read customer’s signs just like if the communication would happen in a fair stand or in an actual store. In an online environment this skill means understanding the “hidden messages” while chatting and reading between the lines. Literally.
What it is that the customer is actually looking for?
3. Letting a customer to do the asking – Common mistakes among customer service
“Can I help you?” Might not always be the best way to open the conversation. It is way too easy for customer to answer to the question with just one word. If the first question is open ended, visitor might be more interested about discussing with the chat-agent. That means better results for the website.
Conversation should be guided actively. Customer service can’t assume that the customer will ask the right questions.
Conversation should be guided actively. Customer service can’t assume that customer will ask the right questions. Actually, it cannot be expected that a customer would ask anything at all. The core service is that a customer will overcome troubles without any extra hassle. In this case, the extra hassle would be asking questions. A bit overstated, but every sentence a chat-agent types should end with a question.
4.Requesting customer to send an e-mail – Common mistakes among customer service
“Thank you for the question. Could you send it to us via e-mail: email@example.com, cheers!” Chat-service has been chosen in the first place since it is easier and faster way to communicate.Disappointment can’t be avoided if the customer agent asks the customer to pass a message forward instead of giving an answer right away.
It is clear, that chat-service is not a channel where every single thing can be taken care of, or problem solved. Sometimes it is necessary to rely on other channels. If only possible, it is still worthy offering a call-back or passing the message forward by the chat-agent him-/herself.