Effortlessly Streamline Your Billing Statement Amazon Template for Customer Support

Billing statement amazon template for Customer Support

hi welcome back to my channel today's video as promised we're going to talk about web chat tips and techniques to help you become better digital customer service expert let's begin chris is on her favorite e-commerce site reading reviews for the purchase of a new juicer she is considering she thinks she's ready to make her purchase but first she has a question about a particular part of the company's return policy rather than calling them and sitting on hold or emailing and waiting hours for a response chris taps into the quick web chat feature right in the lower left corner of the e-commerce site she is then connected to a representative within minutes [Music] alrighty that was quite a different flow this time isn't it because we are so used to listening to voice calls and mock call practice and that was kind of a different feel because now we're talking about non-voice customer service or digital customer service through web chat in my last video i talked about the three essential skills that you need to have if you want to build a career in the digital customer service industry and i talked about some of the ways that customers can reach companies businesses and brands and one of those is the web chat feature that pops up on the business or company's website or e-commerce site and then the customer can just send in a quick message and then we'll get a response so that was the case in the particular chat flow that i have shown you earlier and we're going to talk about some points to consider very important tips especially when you're just beginning in this industry there are quite a lot that i've listed here so i'm going to take a look at my notes for sure let's digest and talk about the best practices of web chat services so in that particular chat flow thor our customer service representative started with a friendly greeting he's casual but not too formal which is what you want when you're speaking with customers online as you know it's a chat so it's not too stiff not too over the top professional four our agent also speaks in speaks or chat in a more conversational tone and this is showing that he is friendly and he is still professional so not over the top feeling close type of friendly by saying that sure i'd be glad to answer your questions it gives the customer that feeling that there is a real human being behind the computer that speaks with her so it's a must another thing is that he sounds natural and real not just like the usual chat bots that you will encounter when you are messaging some companies on social media or an other web chat service before we continue i do want to let you know that i've been working with multiply me to strengthen my drive of helping people get hired and thrive in the bpo industry multiply me is a bpo company that provides career opportunities to filipinos here in the philippines if you are looking for job security and valuable benefits while working at the comfort of your home then do sign up for our future opportunities program just click the link on the description below and it will lead you to your facebook messenger to know more about how it works check out the card linked up on this video now just a note here there's a high chance that a customer would reach a chat bot first before reaching an actual customer service representative or a human agent uh that is because uh of course companies and businesses need to do what they can to make their workflow more efficient and more time saving for them as well as for the customer so it's not entirely bad to have chat bots because those are you know the beginning of the conversations however when the customer already has a more specific question that's when an actual um real human customer service representative is to the rescue just like you know what happened earlier aside from that auto questions may also pop up on the web chat feature or in social media and this is one way for companies and businesses to automate their uh procedures their workflows again this is all for efficiency as well as to save time and save costs you know you don't have to put a an actual customer service representative there if the question can just be answered with a document about the frequently asked questions right it's part of growing and scaling the companies don't feel bad when you have chat bots and when you encounter chatbots although i'd say i'd feel bad if all i'd encounter is a chat bot and there's no actual human being speaking with me that's super annoying and a terrible customer service because as you know you know we need a real human to assist us okay so now that that's out of the way one of the best practices as well for web chat is for you to carefully read the customer's question to identify her concern and so that you can answer it one and done you don't just give out information right away even if you haven't even clarified what the concern is because that's chat and you cannot just like take it back once you've said it you can't just delete what you've responded to the customer so make sure everything is clear to you first the question is clear before you start typing your answer and sending it if there's anything unclear to you then just ask a follow-up question before sending your final response right it's so much easier than having to correct to yourself every single time especially if it's just a simple or a basic question now if it's a more complicated question try to ask more follow-up questions or probing questions to ensure that you can provide the right answer or resolution to the issue if the questions of the customer does not really need a lengthy explanation then it is best to use short and quick responses and in between conversations or in between statements rather can also use short quick responses similar to what thor did earlier if there is a need for you to update the customer from time to time then feel free to do so it's really just like a call you send a chat to the customer saying that i'm still here i'm just trying to research the correct or accurate information for you you know next thing is stay on task and avoid too much small talk the short quick responses that i mentioned earlier are not meant for small talk they're meant for you to engage the customer update the customer what's happening because the customer is expecting for you to respond right but if you haven't responded in quite a long time then the customer will wonder where you've been or where you are so there but small talks are not necessary because the customer you just want to have a quick resolution for longer responses just my personal preference which i think will help make the message be more readable i don't lump all of my responses in one statement rather i use one to two sentences per statement or per paragraph and then i add in a line break or a space and then the next statement two to three no one to two sentences and then space and then another one to two sentences you bet it would be easier to read that response rather than one full paragraph that's all you know lumped together it's super hard to read a long text for sure another thing another best practice is for you to ask one question at a time to avoid confusing the customer if you ask three questions at a time then the customer may miss out on the second or third question so one question wait for the customer to respond next question and then wait for the customer to respond i am not even sure if other companies have a strict guideline on this but that's just my personal preference especially with web chat service wherein longer responses may not be as effective and again going back to my previous point if it's a longer response don't forget to have your space in between sentences next deliver a quick and simple solution by making use of your tools and your resources so don't just create your own magic response or resolution always rely on your job aid or company guidelines and in relation to that if the explanation requires to be communicated in a lengthier form or in detail then it is best to provide your customer a link to a document a public document or maybe a page on the website for the faqs or frequently asked questions where they can just go through it on their own so that you don't have to type the entire thing on the chat box what i usually do sometimes is i copy if it's just a line or two i copy it from the faq's guide or the website then i paste it on the chat box but if i feel like the customer really needs to read the entire page then i just go ahead and give the link just like what thor did earlier about the return policy right it really spares you from typing a longer response and the next thing is to prepare a bank of canned responses so canned responses are like chat templates that you can easily copy and then paste to a chat box to save you some time of answering questions and typing and most likely you know you will receive the same questions over and over again and if you do you'll have to answer it same thing in the same way over and over again you just have to make a template for that type of question copy from your notepad or wherever you want to save it and then paste it on the chat box once the customer asks the same question but one thing that i want to point out here is do not overdo your canned responses to the point that your customer feels like he or she is speaking with a robot or a chat bot for that matter don't forget to add a bit of personality i find that adding emojis really help lighten up the situation or the mood of the chat so if you're allowed to use emojis then go ahead and do so appropriate emojis already and make sure before you send your emoji that it is correct and appropriate for the situation and you know the meaning of that emoji because you don't want to be sending that thinking that it's the meaning of that emoji but the customer really thinks otherwise you know what i mean when it comes to transferring chats yes for calls you can transfer for chats you can also transfer if there's a need to transfer because the concern is already out of your scope or if the customer wants to speak with another person or maybe a supervisor then it is best to explain to the next agent first about the situation of the customer or what transpired in your call so that the customer does not need to type it all over again and that's going to be such a waste of time and super annoying for the customer now when it comes to chatting with multiple customers i get it you don't just get to chat with one customer lucky you if you do but you might encounter a lot of customers popping up on your system and that's the reason you probably have a typing test before you got hired because you gotta have to be fast when typing and that's quite of a risk especially when you're fast typer but sometimes you make mistakes right so what i can say is that make sure you double check the name of that person you're sending the chat to that's the only way for you to make sure that you are sending the correct chat response to a particular customer so again review the name of that person in the chat box and make sure that that response is really for that customer to avoid mixing it up with others if you want to know more or learn more about digital customer service email tips for beginners and some more non-voice tips i have a playlist for everything like that i'm gonna link it up there and go ahead and check it out after this video so if you haven't subscribed yet make sure you do tap the bell for notifications it'll be updated for my next videos comment below if you have questions and i'll see you on the next one take care and bye