8 tips for organizing online support

Not so long ago, after the publication of the article “ 10 Reasons Why You Lose Customers ”, an interesting discussion developed on the need to support visitors on the pages of your online store.

The thoughts we took from that note and comments were approximately the following: chat is needed in order to help your visitor become your client. Chat is needed in order to have a live connection with your customers. Chat is needed in order to know what problems you have and decide how to work with them. Chat is needed ...

The following are ideas to help make online support effective:

1. Be available .
No one is forcing your managers to work around the clock, but the status of "offline" near the "chat with operator" button during business hours is not credible. If you cannot provide support at least in business time, then you can completely abandon this idea?

A good solution is a written schedule of managers near the chat button.

2. Be polite and etiquette .
It may sound funny, but not everyone remembers the need to say hello and goodbye!
Many chat services offer the visitor to introduce themselves before asking a question. Then why do not you address a person by name? !!!

There is nothing more discouraging than rude and stupid support responses. And for God's sake, do not argue with customers)

3.Continually improve the art of communication and sales .
Your task is to help the visitor. To help deal with your service and product. Treat the visitor as a pleasant guest and then he may become your client. Collect typical questions and scenarios, analyze and prepare good answers to them.

A typical mistake can be considered the silence of the manager after the greeting (often automatic). “Hello” ... Help the person to orient: “Hello, Michael! Ask your questions. ”

4. Smile at your guests .
If the selected chat allows you to set the manager’s photo, be sure to use this function. May the support be with a human face. But do not rush if you do not have a good, welcoming photo. Dark or red faces with flare from the outbreak and tiredness on the face are suitable only to please your competitors.

5. Do not redirect questions to other managers without extreme need .
Try to answer in full, without discrediting your competence and without forcing the visitor to explain the same thing several times. If you need an explanation of another specialist - contact him yourself, without transferring the client.

6. Be flexible .
Studying the work of support on two competing sites, we specifically asked managers about an atypical service. On one of them they told us “Sorry, we can’t”, and on the other they said: “Actually, we don’t work like that, but wait a minute, I’ll clarify what you can think of.” And we were offered an alternative. Which store will you come to next time: the one where you were denied or the one where you tried to understand and help?

This does not mean that you need to deviate from corporate principles or rules. It’s just that you can initially lay down a small error, which managers can use as a space for maneuver.

7. Promised - do it!
You can merge your reputation in an instant. Think carefully before giving a promise to customers. Empty promises are worse than failure!

8. Do not become robots, communicate .
In the third paragraph, we have already talked about response scripts. They help save time for your manager. They help solve typical situations. But do not abuse it. After all, your client went into the chat, and not in the "site help" section. And rightly awaiting dialogue. If you need to insert a large standard phrase, at least pretend that you are printing it. The

checklist for organizing support for online stores contains much more than eight points. However, compliance with at least these small rules will avoid the dissatisfaction of your customers and increase their loyalty.

This and other articles can be found on the blog about online stores in Ukrainian realities.