How to handle angry chatters

We’ve all heard the compelling stats repeatedly proving that it’s easier to keep existing customers than acquire new ones. As competitive landscapes become saturated across industry verticals, customers are increasingly looking to customer experience as a differentiating factor when making purchasing decisions.

But keeping customers happy can sometimes prove challenging. Here are some tips to help front-line customer support agents deal with difficult conversations over live chat.

Listen and remain calm.

Sometimes easier said than done, but try to go to your happy place. Clients who choose live chat as a venting channel can sometimes come off a little harsher than they may through other communication methods (the natural effect of written communications). Focus on listening first and solving later. Continue reading “Conflict Resolution Strategies With Live Chat” →

Hi there! Wondering how to begin an
effective proactive chat strategy?

If so, you’ve come to the right place. Proactive chat is a mighty tool that is certain to generate increased visitor engagement. But for newer SnapEngage users who may be giving proactive chat a try for the first time, it’s a good idea to keep these fundamental tips in mind to ensure a high success rate.

Continue reading “Proactive Chat 101” →

How To Create Superstar Agents

Your live chat software can have the fanciest bells and whistles – and trust us, there are some pretty darn cool chat features – but if you don’t have agents who can effectively communicate and use the tools at their fingertips, you’ll never harness the true power of live chat. As your most intimate connection to your customers, your chat agents (i.e. sales and support teams) are your most valuable conversion and retention assets. But as you grow your team, it’s not just about finding the right people to interact with your customers. Just like your website visitors, your live chat agents need nurturing and the right support system to bring positive results to your organization.

As a late stage startup entering a new growth phase (check out The Evolution of a Startup’s Employee Handbook), we’ve had the pleasure of welcoming several new team members recently. And just like many of our clients who are new to live chat, most of our new hires have no direct live chat operator experience. Here are some methods that our onboarding team employs to make sure our new sales and support team members get started on the path to success. Continue reading “How To Successfully Onboard New Live Chat Agents” →