|
100% Familiarity with all your Canned Messages
Every live chat operator in your organization should have read every canned message on your server at least five times to make sure that he or she knows precisely what the message is attempting to communicate and resolve. This will prevent live chat agents from sending out the wrong canned message at the wrong time which can be a rather frustrating experience for customers.
Knowledge Encapsulation
Think of every canned message as a knowledge capsule. The intent is to communicate accurately, promptly and wisely. Therefore your canned messages should be short, precise, to-the-point and should address the question posed by your online visitor in a manner that yields total customer satisfaction.
Proper Organization of Canned Messages
You should organize your canned messages topic-wise much like the way a table of contents is organized in a book. Better still, organize it like the index of a book. This is a little more challenging to do but with a little effort you can achieve success.
Canned Message Highlights in Live2support
The latest version of Live2Support now makes it possible for you to search for canned messages using active words and keywords. This new functionality will go a long way in augmenting your customer support initiatives and reduce wait time. Our text search capability generates the entire message in the form of results and not a sentence fragment as is the case with many other live chat applications. All your live chat operators need to do is to Simply select and send. Live chat agents, however, MUST make sure that what is being asked is what is being answered.
The best way to learn about canned messages in Live2Support and the various options it provides is to use the feature. Build your canned message database of answers, test, upload and serve up. You just might be able to reduce your response time by half if you do it right. Just as a side bar we want you to know that we are always standing by to help you with canned message functionality as well as every other feature of our live chat software. Simply come on live chat with one of our qualified customer service representatives and receive the same quality of support from us that you aspire to deliver to your online customers.
|
