We’ve covered the benefits of live chat before, but now it’s time to dive into a few useful tips on actually using this popular feature. And just to give a quick recap - live chat is beneficial in a variety of ways because:
- It makes communication more personal
- It gives consumers the ability to get an instant response
- It builds customer relationships
- Last but not least, it’s easily accessible
- Answer customers in a timely fashion - Let’s face it, no one likes waiting. We live in a world of people who want answers and they want them NOW. Keep in mind when a consumer chats you, they want a response quickly and are likely to move on to a dealer who will answer faster rather than wait around for a response.
- Introduce yourself - Start your conversation by introducing yourself rather than just soley jumping into answering the question. Consumers are used to speaking to robots or being left on hold, so this is your chance to stand out. Stating your name, your position, and how you are going to help reassures them that they are speaking with a real person. Consumers want to feel a personal connection even though the conversation is just over the computer.
- LISTEN to your customer - This might seem obvious, but it’s crucial to really listen to the consumer and to stay attentive during the entirety of your conversation - don’t just think of them as a sale. Read their questions or concerns thoroughly so you can avoid repeat questions throughout your chat.
- If you don’t have an instant answer, let the customer know - Sometimes you won’t have all the answers immediately and that’s okay. If a customer asks about a bike spec that you don’t know, let them know you are going to look into it and will follow up immediately after you get the correct information. Yes, consumers love immediacy, but they will appreciate you taking the time to get the answer correct.
- Use full sentences and correct grammar - Internet slang might work in chat rooms or when texting, but we suggest avoiding it during your live chat conversations. Consumers want their questions answered and want to know they are speaking to a true professional during the conversation.
- Avoid “pitching” during live chat conversations - While locking in a sale is the ultimate goal, we recommend avoiding pitching customers via live chat. Feel free to add in additional plugs about a specific unit, but only as it relates to their initial question. All in all - don’t bombard them with too much information in the beginning, just see where the conversation takes you.