January 30, 2024

Be Empathetic - Chatting With One Customer When Another Begins Asking You Questions

You are chatting with one customer when another begins asking you questions. It is easy to get distracted and forget what the first customer has said, but that isn’t a good way to treat your customers. They want to feel as though you have their full attention when they are talking to you.

You can help them feel this by not jumping in to another chat while they are talking to you, and never letting a customer talk for too long. This shows you care about them and their time, which makes them feel valued.

Some customers reach out to your company in a moment of desperation. They have tried to solve the issue themselves or they have been waiting for a call back from someone else and they just need a little bit of help. This is why it is so important to be empathetic and not force them to repeat themselves over and over again. It is also important to accept their chat request immediately so they don’t get upset about the wait.

If you can’t solve their problem then make sure you tell them that, and don’t be afraid to transfer them to a team member who specialises in the area of the problem. This is the most empathetic thing you can do for your customer and it will prevent them from becoming frustrated about their experience with your company.

Some companies even go so far as to ask their customers to complete a satisfaction survey after every chat, which is a fantastic idea. It shows you value their feedback and is a great way to see how your support service is improving.

This is Charm SEO

At Charm SEO, we empower businesses to reach their full online potential. Our team of experts specializes in creating tailored digital marketing strategies that drive traffic, enhance brand visibility, and boost conversions. Let us help you navigate the digital landscape with our innovative and results-driven solutions.