What are channels for chat and how are they better than text?
The majority of people prefer to use chat when seeking customer service. Millennials and Gen Z’ers, who rely on text and messaging apps for communication, are especially likely to seek customer service via chat. While most businesses don’t have an efficient system in place for managing customer service, most businesses fail to do so. This can be detrimental to customers, who may leave before receiving the assistance they require. Customers may feel more at ease by being transparent, friendly, and relatable if you use messaging as a method of communicating with them. You can also improve your customer service process by communicating through chat channels.
June 15, 2022
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In this article, we’ll answer that question and more. We’ll talk about why you need to start using channels for chat in your customer service, how they’re better than text, and the best ways to leverage them. Let’s dive in.
What are channels for chat?
To start with, a channel for chat is a type of virtual customer service system. You can think of it as a virtual room where your customers and your agents can communicate with each other. When using a channel for chat, both your customers and your agents will be put in a room together. This room will be branded with your logo and colours. It will be easy to navigate, and your customers and agents will be able to see each other’s location, name, and customer ID. This is important because it creates a sense of trust and respect between all parties involved. It also makes the customer service process more efficient because agents and customers can communicate with each other in real-time.
Why are channels for chat important?
As you’re probably already aware, your customers prefer to communicate via chat. In fact, about 78% of consumers prefer to use some form of digital communication. This is even truer for Millennials and Gen Z’ers, who are used to communicating via text and digital messaging apps. When it comes to customer service, though, most businesses don’t have an efficient system in place for managing this type of communication. There’s no central place for customers to see their agents’ names, names, locations, and customer IDs. Therefore, the customer service process is inefficient for everyone involved. Your agents have to keep track of different conversations, and customers have to take notes and screenshot. This can be frustrating for everyone involved, and it can lead to your customers leaving before they’ve received the help they need.
How do channels for chat improve customer service?
By using channels for chat, you can make your customer service process more efficient and streamlined. Every customer will be put in a branded room that has their name, location, and other details at the top. By doing this, you can ensure that every agent and customer is communicating in a central location. This makes it easy for your agents to keep track of different conversations and see the information that’s being shared. By having every conversation in a single location, you can also make sure that your customer service process is consistent and efficient for every person involved. You can also track your customers’ conversation history, which makes it easier for you to keep track of everything that’s been covered.
What types of channels should you use?
There are a few different channel options out there, so it’s important to choose the one that best fits your business. - Voice channel - This channel will make your customers feel like they’re on a call with you. They’ll hear your tone, volume, and sound clips. This channel is great if you want to add additional personality to your customer service. - Video channel - This channel will allow your customers to see you and vice versa. This channel is great if you want to create a more personal connection with your customers. It’s also helpful if you have a complex question that needs to be answered. - Text channel - This channel will keep your customer service more discreet. It’s great if you want to avoid the audio and visual noise if you’re in a quiet space or don’t want to interrupt people.
Best practices for using Channels for Chat
Now that we’ve talked about the importance of channels for chat and how they can improve your customer service, let’s talk about best practices for using them. - Choose the right channel for your customers - Just because you have different channels doesn’t mean you have to use them all. You can choose the channel that best fits your customers’ needs. You may want to use different channels during different times of day. You can also choose different channels based on the customer’s needs. - Decide how to handle specific situations - Channels for chat are great because they allow you to quickly and efficiently handle different situations. - For example, you can use one channel for general customer service questions and another for special situations, like refunds, cancellation, or product issues. - Be sure to have transparency in your customer service - Your customers should be able to see everything that’s happening in their conversation. This includes when your agents are typing. - Be friendly and personable - One of the best ways to use channels for chat is to be personable. When you welcome your customers into your channels, be sure to be friendly and welcoming. - Also, be sure to avoid using any robotic terms or language. This will only make your communication feel more robotic and less welcoming. - Use emojis and gifs - Using emojis and gifs in your channels for chat is a great way to add a little extra personality and charm to your customer service. - If your customers are using emojis and gifs in their conversations, be sure to respond in the same way. This will help your customers feel more comfortable, and it will make the conversation more enjoyable. - Be transparent - Be sure to be transparent in your communications. This includes letting your customers know when you’re typing and responding to them. - This will help your customers feel like they have more control in their conversation and will help them feel more comfortable. - Be timely - Be sure to respond to your customers as quickly as possible. When you have multiple channels, this can be challenging. - You can use software to track your conversations and see which ones need to be addressed first. - Don’t forget about your agents - Your agents need to be comfortable and happy, too. - Make sure they have all the training they need and are comfortable with the communication method they are using. - Provide resources - Remember, your customers are looking for help. They don’t know how the process works, what they can do, or how they can get in touch with you. - Be sure to provide your customers with resources, like an FAQ page, an online chat, and a contact form. This will help your customers get the help they need without having to wait. - Use channels for chat - Finally, be sure to use your channels for chat. This will allow your customers to have a central place to communicate with your agents and ask for help.
When it comes to customer service, the majority of people prefer to communicate via chat. This is even truer for Millennials and Gen Z’ers, who are used to communicating via text and digital messaging apps. When it comes to customer service, though, most businesses don’t have an efficient system in place for managing this type of communication. There’s no central place for customers to see their agents’ names, names, locations, and customer IDs. This can be frustrating for everyone involved, and it can lead to your customers leaving before they’ve received the help they need. By using channels for chat, you can make your customer service process more efficient and streamlined. You can also make your customers feel more comfortable by being transparent, friendly, and personable.