6 Tips on Live Chat for Non-Retail Marketers
• Be a person. Kansky says if someone initiates a live chat with a lawyer and is considering divorce, for instance, that lawyer must sound human. He suggests this tone, "'I'm sorry, Michael, to hear what you're going through and I will definitely and certainly be able to help you. Can you tell me a little more about your issue?'"
• Check spelling, grammar and formatting. Kansky also says, "If the response is spell checked and everything is grammatically correct, then it gives [prospects] more confidence that the operator or agent on the other end actually respects them."
• Listen. Kansky suggests that if a prospect wants to post six messages in a row, the operator should let that prospect talk. "Don't interrupt," Kansky says. "Just let them post as many messages as they need to describe their issue. That's what we found to be effective."
Kansky says only after the prospect is finished detailing the story, the chat operator should say: "'I will definitely be able to help you. Here are the examples of my work, here are the links to testimonials, here's what I did for other people. And I definitely know and have experience in this type of issue. How can I talk to you? Call me on this number or give me your phone number so I can call you.' And it doesn't matter whether you receive the number from the customer or you give your number to the customer. If this [live chat] conversation goes into a phone conversation, you have your customer."