Ten Tips for Live Talk Support Etiquette Excellence
The rules of engagement for phone and email conversations are pretty well known at this point. But what are the rules for live talk conversations? It’s a new-ish channel for communication and it blends the familiarity of texting with the more formal nature of business conversations. As a puny business holder, sales rep or live talk support operator how do you produce the best practice? Our fine team of online web talk experts have sourced the definitive list of top ten tips for live talk etiquette excellence. And we promise there won’t be a quiz at the end!
#1. Use emojis . Yes, you read that right. We’re kicking off this list with emojis. When you’re talking to a website visitor through live talk, the true meaning behind your words can sometimes get lost in translation. The person you’re talking with may think you’re being rude when that’s not your intention at all! Emojis help communicate the emotion you’re attempting to convey and those foolish little pictures can be worth a thousand words.
#Two. Don’t use ellipses . Those three little dots can be interpreted as condescending in a text-based conversation. Instead of trailing off, just be direct.
#Trio. Punctuation is your friend, not foe . Punctuate accordingly. Using an exclamation point to showcase excitement or a question mark are significant for quick and individual text conversations. The key is to never use them together repeatedly. Are you crazy.
#Four. Avoid caps lock . When it comes to online web talk, caps lock is the equivalent of shouting. If you were meeting with a customer face-to-face in a store, you wouldn’t raise your voice to them.
#Five. Patience is a virtue . Sometimes it can take website visitors a bit longer to react or finish a thought. Avoid interrupting when someone is attempting to type. Especially on live talk, they may be looking for something or testing something out. Just wait and it will all work out.
#6. Use decent grammar and spelling . Make your English teachers proud. Just because live talk conversations are less formal than email, that doesn’t mean you can afford to be dirty. Browsers include spell check. Use it! You can have a private conversation and still stay polished.
#7. Know your audience . Knowing your audience is key when you’re talking with website visitors. Just like providing a presentation or writing marketing materials it’s significant to use the words your customers use. If you’re talking with doctors use the word “patient” instead of “customer.” You may also use a more formal tone with doctors compared to talking with social media marketers.
#8. Don’t be a pest . Avoid asking, “Are you still there?” Use this only when necessary. Sometimes a customer truly forgets they were talking with you. If you pester them with this question too much it makes them feel as tho’ you’re attempting to get rid of them.
#9. Speed is key. Keep it brief and sweet. Live talk support is an informal and quick way for customers to get information. The more information you can give your customers during a talk, the better!
#Ten. Be nice . If customers are reaching out for live talk support or potential customers have pre-sales questions, either way they are asking for help. Reminisce that no matter what kind of day you’re having, it’s your job to be kind and helpful.
And there you have it! Now take out a sheet of paper and a #Two pencil. There’s pop quiz! Ok, there isn’t a pop quiz. We just very recommend you go after these steps. The objective, after all, is a stellar live talk practice. Are there any best practices we’ve missed? We’d love to hear what works best for you! Leave a comment to share your thoughts below.