1. 10 LIVE VIDEO CHAT TIPS
TOMAKEYOURCUSTOMERSFALLINLOVEWITHYOU
http://customericare.com

2. TO CELEBRATE VALENTINE’S DAY, YOU CAN
TWEET YOUR LOVE
FOR YOUR FAVORITE TIP
BY CLICKING THE AT THE TOP OF EACH TIP PAGE

3. KNOW WHEN TO USE VIDEO
1
Hi!
I
can’t
find
your
shipping
details.
TEXT CHAT
ONLY
I
am
having
troubles
se;ng
up
the
new
TV
I
bought.
OFFER
VIDEO CHAT
TWEETTHisTIP

4. VIDEO IS USEFUL WHEN:
Customers can’t get a new product to work
It’seasiertohelpthemifyous!theproduct-Forexampleelectronicdevices
The product or service you sell is complex
Youn!dtogainyourcustomer’strust–Forexamplefinancialproducts
You are selling expensive/luxury products
Peopleareusedtoone-on-onecustomerservice-Forexamplejewelryorcars

5. DON’T FORGET ABOUT BODY LANGUAGE
2
BODY LANGUAGE
ACCOUNTS FOR UP TO
55%
OF HOW WE COMMUNICATE
TWEETTHisTIP

6. THE BASIC RULES OF BODY LANGUAGE:
Smiling
Butneverfakeit!
DOS DON’TS
Looking at the camera
Eye-contactbuildstrust
Uncrossed limbs
Conveysopeness
Crossed arms
Makesyous!mcoldandclosed-off
Looking away to the side
Isasignthatyouarebeingdishonest
Scratching your face
Sendsthemessagethatyouarestressed

7. MAKE SURE CUSTOMER SERVICE AGENTS LOOK
PROFESSIONAL ON VIDEO
3
DEFINE APPROPRIATE
OUTFITS
KEEP DESKS
TIDY
HAVE A CLEAN
BACKGROUND
TWEETTHisTIP

8. GIVE THE CUSTOMER YOUR FULL ATTENTION
4
81%OF SHOPPERS ARE READY TO PAY MORE FOR
BETTER CUSTOMER SERVICE
TWEETTHisTIP

9. SO,DONOTMULTITASKDURINGVIDEOCHAT!
DON’T CHAT WITH
OTHER CUSTOMERS
DON’T REARRANGE
OFFICE SUPPLIES
DON’T TALK TO
COWORKERS

10. USE PROACTIVE INVITES AT THE RIGHT MOMENT
5
66%OF SHOPPERS FIND PROACTIVE INVITATION
TO LIVE CHAT TO BE POSITIVE
TWEETTHisTIP

11. BUT21% SAY THEY LEFT A WEBSITE BECAUSE
OF AN UNWANTED PROACTIVE INVITE
51%
Because it interfered
with their shopping
46%
Because they received
multiple invites
45%
Because they were not
ready to ask questions

12. HERE ARE 3 PROACTIVE CHAT BEST PRACTICES
TO HELP YOU SUCCEED
Timing is key!
Sendaninviteifyous!someoneisspendinganunsualamountof
timeononepage(carefu"ywatchyourcheck-outpage)
Use a tailored message
Personalizetheinvite
tosoundmorehuman
Send offers
Advertizeadiscount
toattractattention

13. OFFER VIDEO BUT DON’T IMPOSE IT
6
TEXT AUDIO VIDEO
LETCUSTOMERSSWITCHOFFWHATTHEYWANT
TWEETTHisTIP

14. IF YOU START WITH VIDEO CHAT LET CUSTOMERS KNOW
THEY SEE YOU BUT
YOU CAN’T SEE THEM
ONLY ASK THEM TO TURN ON THEIR
WEBCAM IF YOU NEED TO SEE THEM
TO HELP

15. DON’T ACT LIKE A ROBOT
7
Hi!
do
you
have
any
discounts
for
Travels
to
Egypt?
Hi!
Thank
you
for
cha;ng
with
us.
Did
you
see
our
special
offer
on
travels
to
Asia?
TWEETTHisTIP

16. FORCE YOUR EMPLOYEES
TO FOLLOW A SCRIPT
DON’T
USE TOO MANY AUTOMATED
ANSWERS WHEN CHATTING

17. DO
MIRROR YOUR CUSTOMERS
STYLE OF SPEAKING
BROWSE CHAT HISTORY TO
MAKE YOUR CONVERSATION
MORE PERSONAL

18. DISPLAY CHAT “OPENING HOURS”
8
40%OF COMPLAINTS COME FROM
INADEQUATE INFORMATION
ABOUT A PRODUCT OR SERVICE
TWEETTHisTIP

19. WHAT TO DO IF ALL YOUR AGENTS ARE BUSY
DURING OPENING HOURS?
Give customers an estimated waiting time
and offer them to wait or send an email
Hide the
chat window
donotdirectlysendcustomerstoan
emailformduringopeninghours

20. TAKE YOUR TIME
9
VIDEO IS NOT USED TO GAIN TIME BUT TO:
BUILD
TRUST
SELL HIGH
VALUE
PRODUCTS
HELP WITH
TECHNICAL
ISSUES
TWEETTHisTIP

21. ALL THOSE WILL TURN YOUR VISITORS INTO
RETURNING CUSTOMERS.
YOU ARE DEFINITELY NOT WASTING YOUR TIME
VIDEO CHATTING
40%
OF TOTAL REVENUES
OF MOST STABLE BUSINESSES COME FROM
RETURNING
CUSTOMERS
UP TO

22. GO THE EXTRA MILE
10
GO GET A PRODUCT
TO SHOW IT TO
THE CUSTOMER
ON CAMERA
GIVE OUT DISCOUNTS
TO RETURNING
CUSTOMERS
CALL RETURNING
CUSTOMERS BY
THEIR NAME
TWEETTHisTIP

23. We’re also on Twitter @customericare
http://customericare.com
YOU LIKED OUR LIVE CHAT TIPS?
GET MORE IN YOUR
INBOX NOW!

24. Know when
to use video
Don’t forget about
body language
Make sure customer
service agents look
professional on video
Give the customer
your full attention
CLICK ON THE HEART TO SHARE
YOUR FAVORITE TIP ON TWITTER:
Use proactive invites
at the right moment
Offer video but
don’t impose it
Don’t act
like a robot
Display chat
« opening hours »
Go the extra mile Take your time

25. SOURCES:
LifeHacker «How to read and utilize body language to reveal the truth in almost any situation »
Pocket-Lint.com « Video calling body language tips »
Kissmetrics « 5 reason why live chat is the untapped potential for your business »
Sumal « The importance of repeat customers »
THANKS YOU!
And don’t forget to share the love!
http://customericare.com
info@customericare.com