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Date: Sat, 15 Mar 2014 15:59:13 +0530 (IST)
From: Nitin Kumar <nitink@lsmindia.com>
To: Amol Tyagi <amol@lsmindia.com>
Cc: india <india@lsmindia.com>
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Subject: Re: Improving chat quality
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Thanks for your initiation regarding process excellence. Keep it up!!!

=20
----- Original Message -----
From: "Amol Tyagi" <amol@lsmindia.com>
To: "india" <india@lsmindia.com>
Cc: "admin" <admin@lsmindia.com>, "Deeksha Dadu" <deeksha@lsmindia.com>, "A=
khil P Walia" <akhil@lsmindia.com>, "Subir Bikas Chakma" <subir@lsmindia.co=
m>
Sent: Saturday, March 15, 2014 3:17:09 PM GMT +05:30 Chennai, Kolkata, Mumb=
ai, New Delhi
Subject: Improving chat quality


Hello Team,=20





Below are a few tips on Improving your chat Quality. Please go through them=
 and most importantly try and implement them and you would see results in Y=
our Csat's.=20








As Live Chat agents you all must place special focus on chat etiquette and =
product knowledge. Proficiency in these two areas is required to produce th=
e right answers and satisfy customers. Chat etiquette=20


One of the most important things to do when improving your chat etiquette i=
s approaching every customer in a unique and interesting way .=20





This gives your service the feeling of a personal touch, which goes a long =
way in building your relations with customers.=20

When your answers start getting sloppy and repetitive, your customers will =
be quick to notice.=20




Avoid unnecessary automation where possible and approach each new conversat=
ion fresh.=20

Canned responses can be useful when you need to provide an answer to a popu=
lar question.=20

However, try not to overuse them because nobody likes talking to a robot!=
=20





Another method of improving your chat etiquette is mirroring the language o=
f you client. If your client is OK with more casual language and uses emoti=
cons, feel free to do the same.=20





However, if you receive a formal question, you should answer in the same ma=
nner.=20

Product knowledge=20






Apart from knowing how to talk, you need to know what to talk about . You m=
ust know your offering inside out. Whenever you are asked a questions, prov=
ide the best possible answer.=20





At times, you will receive a question that will catch you off guard. When i=
t finally happens, be honest and say you don=E2=80=99t know something. Just=
 be sure to consult your colleagues and find the right answer.=20





Your speed is also crucial when answering questions from customers. Don=E2=
=80=99t make them wait! It is often better to write a couple of shorter sen=
tences than to produce one lengthy response. It keeps the conversation goin=
g and gives you a chance adapt when the subject is changed.=20



Care for your customers=20


When dealing with customers, the numbers don=E2=80=99t matter. Although you=
 can chat with a lot of customers, but you can only focus on a few at a tim=
e. Understand !!! : - Quality before quantity!=20





The last thing to remember is that we are all human. If you had a bad day, =
take a break, drink some tea or stretch a bit. The same goes for customers.=
 Ask them how their day went, they will appreciate it! :)=20


Any questions feel free to revert.=20




Warm Regards,=20

Amol Tyagi=20
Assistant Manager Ops.=20
Live Salesman ( Cherry E-Commerce Services Pvt. Ltd. )=20
Mobile:- 91-9958454891=20
Phone:- 0120-4332621/2555788 Ext. 23=20

