How to Combine Live Chat with Phone Support
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Transcript of How to Combine Live Chat with Phone Support
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CUSTOMER)EXPERIENCE)WEBINAR)SERIESHow$to$Combine$Live$Chat$with$Phone$Support
with$Pascal$van$Opzeelandfrom$Userlike
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Your host for this webinar
Pascal van OpzeelandMarketing @Userlike
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Breaking Down Communication Barriers Between Business And Customer
About
Bring Your Website to Life
Live Chat for Website Support Live Chat for WhatsApp Support No Downloads, Easy Setup, Integrations
Userlike’s live chat for websites allows you to help your visitors at the right moment: when they’re on your website. Welcome visitors with a smile. Don’t miss any more sales due to unanswered questions.
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15.000+ companies trust Userlike
73%Customers from Europe
0% 100%50%
80%Customers in E-Commerce
0% 100%50%
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Quick Overview
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Today’s agenda
Talkdesk - Userlike Integration4
Tips for Live Chat Support2
Live Chat vs Phone vs Email1
How to Combine Live Chat with Phone Support3
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From Phone Expert to Live Chat Pro
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Main goal
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Live chat vs phone vs email
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Communication Characteristics
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Channel comparison
Phone Email Live Chat
Real-time Yes No Yes
Medium Voice Written Written
Intimacy level High Low Medium
Location Off-site Off-site On-site
Contact Barrier High Medium Low
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That Drive Live Chat
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Key trends
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2
3
Availability of information
Chat communication
The social company
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Phone vs Live Chat
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Software Advice research
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Phone vs Live Chat
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Software Advice research
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Phone vs Live Chat
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Software Advice research
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Phone vs Live Chat
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Software Advice research
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Tips for Live Chat Support
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Channel Characteristics
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Communication comparison
Phone Email Live Chat
Real-time Yes No Yes
Medium Voice Written Written
Intimacy level High Low Medium
Location Off-site Off-site On-site
Contact Barrier High Medium Low
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For Live Chat Communication
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Key implications
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2
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Write as you speak
Come as you go
Easy processing
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General Principles
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What is important in live chat communication?
Keep it conversational • Mix between phone & email• Short = Digestible
Adjust to chat partner • Be flexible in style• Very polite or amicable
Positive & straightforward • Set a positive vibe• Difficulty of reading between the lines
Speed is king • Don’t obsess over type-o’s• Let them know you’re there
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Quick Tips
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Chat language
Rephrase1
Prevent filler words2
Customer name3
Listening indicators4
Use of emoticons5
Laugh6
Rephrase No filler words Customer name
Listening Emoticons Laugh
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Combining Live Chat with Phone Support
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From the Field
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Common mistakes
Unlock All Chat Slots • Chat burnout • Start with 3 - 5
Only Implement on Contact Page • Very low traffic• Don’t use full power
Don’t Integrate Tools & Data • Lose customer’s reference info• Duplication
No Chat Training • Chat Etiquette• Typing Speed
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Some Tips
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Combining phone & chat
Dedicated Live Chat (Team) • Avoid multitasking• Start with 1 with limited chat slots
Know When to Switch • Live Chat great for first contact• Switch to phone to guide to closure
Set up Chat Macros • Speed up your service• Safe yourself from phone-chat cases
Integrate with Talkdesk • Contact information• Avoid multitasking
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Talkdesk - Userlike Integration
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Contact Information
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How does it work?
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Channel Blocking
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How does it work?
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How you're feeling right now
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What are the costs?
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Special offer for attendees
On top of 2 weeks after registration
3 Months Free Trial
In discussion with our support team for number fix
WhatsApp Connect
Free = 1, Team = 3, Corporate = 5
Up to 5 Operators
Customer Information & Channel Blocking
Talkdesk Integration
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How you're feeling right now