6 Important Live Chat Tips For Email Support

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6
IMPORTANT LIVE CHAT
TIPS FOR EMAIL SUPPORT
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• 6 Important Live Chat Tips For Email Support

Break Down Long Answers
Manage The Conversation
Write Concisely
Increase Your Speed
Take Time To Teach
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• Break Down Long Answers

In email support, you get really good at taking
your customers big block of questions and then
comprehensively addressing them all in the hope
of resolving it for them with one reply. And
thats because it might be hours before they see
it.
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Manage The Conversation
Email support is like old-school letter writing
with really fast mail carriers, but chat support
works more like a live conversation. People can
talk over each other, or one person can really
dominate the discussion. So, guiding a live chat
to a successful end means keeping control of the
conversation.
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Write Concisely
In chat support, conversations can scroll past
quickly, and theyre often squeezed into a pretty
small frame surrounded by all sorts of
distracting things. So its vital that you get to
the point quickly and clearly if you want to be
understood.
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Increase Your Speed
In email support, sending a response within 15
minutes of receiving a request would be amazing.
Even a 45-minute response might be amazing most
of the time because your customers mostly arent
hanging out hitting refresh on Gmail. But if you
were in a face-to-face conversation and the other
person suddenly stopped talking, well, you would
be rightly concerned. The same goes for support
chats. Responsiveness matters more in live chat
support.
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Take Time To Teach
Sometimes, your customer just needs your help to
take an action that they cant take. But other
times youve got an opportunity to help them
understand your service or your product more
deeply - or to teach them how to solve their own
problem.
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1-321-290-1717
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1-321-290-1717
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