{"id":27622,"date":"2020-04-03T23:24:03","date_gmt":"2020-04-04T06:24:03","guid":{"rendered":"https:\/\/birdeye.com\/blog\/?p=27622"},"modified":"2024-02-05T00:33:03","modified_gmt":"2024-02-05T08:33:03","slug":"customer-service-chat","status":"publish","type":"post","link":"https:\/\/birdeye.com\/blog\/customer-service-chat\/","title":{"rendered":"Why you need customer service chat &#038; how to get started (with examples)"},"content":{"rendered":"\n<p>Getting in touch with customer service can be a stressful situation for both the customer and the employee handling the issue. Luckily, there&#8217;s an easier way: <a href=\"https:\/\/birdeye.com\/blog\/website-chat\/\">live chat<\/a>. Let\u2019s talk about why customer service chat works and how you can get started today. Here\u2019s what you\u2019ll find in this article.&nbsp;<\/p>\n\n\n\n<div class=\"wp-block-yoast-seo-table-of-contents yoast-table-of-contents\"><h2>Table of contents<\/h2><ul><li><a href=\"#livechat-works\" data-level=\"2\">Why live chat works for customer service\u00a0<\/a><ul><li><a href=\"#h-live-chat-means-quick-answers\" data-level=\"3\">Live chat means quick answers<\/a><\/li><li><a href=\"#h-live-chat-means-better-productivity\" data-level=\"3\">Live chat means better productivity<\/a><\/li><\/ul><\/li><li><a href=\"#guidelines\" data-level=\"2\">Guidelines to follow for a customer service chat<\/a><ul><li><a href=\"#h-add-a-human-touch\" data-level=\"3\">Add a human touch<\/a><\/li><li><a href=\"#h-don-t-keep-your-customers-waiting\" data-level=\"3\">Don&#8217;t keep your customers waiting\u00a0<\/a><\/li><li><a href=\"#h-have-a-default-response-ready\" data-level=\"3\">Have a default response ready<\/a><\/li><li><a href=\"#h-stay-positive\" data-level=\"3\">Stay positive<\/a><\/li><li><a href=\"#h-let-the-customer-know-if-you-need-time-to-research\" data-level=\"3\">Let the customer know if you need time to research<\/a><\/li><li><a href=\"#h-go-offline-when-necessary\" data-level=\"3\">Go offline when necessary<\/a><\/li><\/ul><\/li><li><a href=\"#livechat-chatbots\" data-level=\"2\">Live chat or chatbots?\u00a0<\/a><\/li><li><a href=\"#software\" data-level=\"2\">Best live chat software\u00a0<\/a><\/li><\/ul><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"livechat-works\">Why live chat works for customer service&nbsp;<\/h2>\n\n\n\n<p>Live chat connects your website visitors with live<a href=\"https:\/\/birdeye.com\/blog\/how-to-improve-customer-service-with-instant-messaging\/\"> customer service representatives through an instant messaging<\/a> chatbox. Here are three reasons why live chat works so well for both customers and businesses.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-live-chat-means-quick-answers\">Live chat means quick answers<\/h3>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p>Nobody likes waiting to get a question answered. Live chat helps to improve your customers\u2019 experience by making sure that your customers\u2019 questions are answered in an instant.&nbsp;<\/p>\n<\/div><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-live-chat-means-better-productivity\">Live chat means better productivity<\/h3>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p>If your customer representatives have to be on the phone with every single customer who calls, chances are that they\u2019re not being as productive as they could be. Live chat allows your reps to deal with multiple customers at the same time.&nbsp;<\/p>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"guidelines\">Guidelines to follow for a customer service chat<\/h2>\n\n\n\n<p>Here are a few guidelines to keep in mind during a customer service chat.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-add-a-human-touch\">Add a human touch<\/h3>\n\n\n\n<p>There\u2019s nothing more frustrating than needing help on a complex question and instead of reaching a live human, reaching an automated bot. Make sure that your customers know that they\u2019re talking to a real human. Add images of your representatives and try to greet the customer by name (ex. \u201cHi, Mark!\u201d).&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-don-t-keep-your-customers-waiting\">Don&#8217;t keep your customers waiting&nbsp;<\/h3>\n\n\n\n<p>If a customer is using live chat, chances are that they\u2019re looking for a quick response to their issue. So make sure that they aren\u2019t left waiting without an answer.&nbsp; Of course, not all businesses have the resources for an extensive pool of representatives. In this case, make sure that you\u2019re using software that can give your customers automated responses (more on this later).&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-have-a-default-response-ready\">Have a default response ready<\/h3>\n\n\n\n<p>An easy way to speed things up for your representatives is to have a few default responses ready. Chances are that there are a few common scenarios that they often deal with.&nbsp;<\/p>\n\n\n\n<p>Of course, it\u2019s also important to remember that you shouldn\u2019t only be relying on default responses. If the customer\u2019s problem is complex and can\u2019t be answered with your templates, make sure that you\u2019re engaging with them to resolve their unique situation to their satisfaction.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-stay-positive\">Stay positive<\/h3>\n\n\n\n<p>For many customers (including myself), contacting customer service is often a stressful experience. Make sure that you\u2019re maintaining a positive attitude. A great customer service representative has the ability to turn a stressful situation into a great one.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-let-the-customer-know-if-you-need-time-to-research\">Let the customer know if you need time to research<\/h3>\n\n\n\n<p>While speed is important, what\u2019s important is providing quality service. If you need more time to research a specific issue, that\u2019s okay. Just make sure that you\u2019ve communicated with the customer that you\u2019ll get back to them. Customers feel frustrated when they reach out to customer service and are met with uncertainty.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-go-offline-when-necessary\">Go offline when necessary<\/h3>\n\n\n\n<p>While live chat works in most circumstances, there are certain situations where taking the conversation offline might be necessary. It can be confusing to read instructions or advice as compared to listening to someone talk. If you feel like your customers are getting confused by chat, ask for their number and get on the phone.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">End the chat on a high note<\/h3>\n\n\n\n<p>There\u2019s an interesting insight from psychology known as <a href=\"https:\/\/positivepsychology.com\/what-is-peak-end-theory\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">peak-end theory<\/a>. It goes something like this: People tend to rate overall experience based on the ending. If you see a good movie with a terrible ending, you\u2019re more likely to rate it negatively.&nbsp;<br><\/p>\n\n\n\n<p>The same concept applies to customer service chats. So make sure that you\u2019re ending customer service interactions on a high note. Ask if there\u2019s anything else that the customer needs help with and avoid an abrupt goodbye. If you give the impression that you care at the end, it helps paint the entire interaction in a more positive light.&nbsp;<br><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"livechat-chatbots\">Live chat or chatbots?\u00a0<gwmw style=\"display:none;\"><\/h2>\n\n\n\n<p>You might be wondering whether <a href=\"https:\/\/birdeye.com\/blog\/livechat-vs-chatbots\/\">live chat or chatbots<\/a> would work better for your business. While the answer does differ based on every business\u2019s unique situation, we have seen that a combination of both works very effectively.&nbsp;<br><gwmw style=\"display:none;\"><\/gwmw><\/p>\n\n\n\n<p>Chatbots can be used for simple queries, which frees up time for your live chat team to handle more complex queries. It\u2019s a great way to ensure that all of your customers get the support they need.&nbsp;<br><gwmw style=\"display:none;\"><\/gwmw><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"software\">Best live chat software&nbsp;<\/h2>\n\n\n\n<p>If you\u2019re looking for great chat software, consider using Birdeye. Birdeye\u2019s chat solution is versatile. It is very convenient to use, for both businesses and customers alike.&nbsp; Birdeye\u2019s live chat solution allows your customer service team to connect with customers instantly.&nbsp;<br><\/p>\n\n\n\n<p>What if a customer comes to you with a simple question? Birdeye also offers chatbots to answer simple questions, like \u201cwhat are your hours of operation?\u201d, etc. It\u2019s a great way to make sure that your customer representatives are spending time on the issues that really matter.&nbsp;<br><\/p>\n\n\n\n<p>If a potential customer contacts you after hours or if none of your customer service reps are available, then they\u2019ll get an automatic response saying that they will receive a message as soon as possible. It\u2019s a great way to make sure that all customer queries are handled efficiently.&nbsp;<br><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Be connected with Birdeye&nbsp;<\/h2>\n\n\n\n<p>Never miss a customer conversation. Birdeye\u2019s <a href=\"https:\/\/birdeye.com\/messaging\/\">interaction software<\/a> allows you to send and view messages from customers via chat, Facebook Messenger, and <a href=\"https:\/\/birdeye.com\/blog\/customer-messaging\/\">text message<\/a> in one place.\u00a0<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\" data-type=\"re-block\" data-name=\"narrow_chatbotguidechecklist_29375_banner\"><a href=\"https:\/\/birdeye.com\/resources\/guides\/5-ways-to-creatively-use-chatbots-to-market-your-business\/\"><img decoding=\"async\" width=\"1024\" height=\"88\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Creative-ways-to-use-chatbots-to-market-your-business-Narrow-1024x88.png\" data-clicktag=\"narrow_chatbotguidechecklist_29375_banner\" alt=\"\" class=\"wp-image-29374\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Creative-ways-to-use-chatbots-to-market-your-business-Narrow-1024x88.png 1024w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Creative-ways-to-use-chatbots-to-market-your-business-Narrow-300x26.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Creative-ways-to-use-chatbots-to-market-your-business-Narrow-768x66.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Creative-ways-to-use-chatbots-to-market-your-business-Narrow-1536x132.png 1536w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Creative-ways-to-use-chatbots-to-market-your-business-Narrow-810x70.png 810w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Creative-ways-to-use-chatbots-to-market-your-business-Narrow-1140x98.png 1140w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Creative-ways-to-use-chatbots-to-market-your-business-Narrow.png 1648w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n\n\n\n<p><gwmw style=\"display:none;\"><\/gwmw><\/p>\n\n\n\n<p><br><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Getting in touch with customer service can be a stressful situation for both the customer and the employee handling the issue. Luckily, there&#8217;s an easier way: live chat. Let\u2019s talk about why customer service chat works and how you can get started today. Here\u2019s what you\u2019ll find in this article.&nbsp; Why live chat works for [&hellip;]<\/p>\n","protected":false},"author":92,"featured_media":27787,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[8568],"tags":[],"class_list":["post-27622","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-webchat"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.5 (Yoast SEO v26.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Why your business needs customer service chat I Birdeye<\/title>\n<meta name=\"description\" content=\"Customer service chat is in high demand. 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