Many companies use online chats on the company’s website or through social media to communicate with clients. Often, during the chat connection, difficulties arise: the client does not answer the question, does not buy, or leaves at all. All this has a negative impact on the performance of the business.
If we had a landline phone earlier, we now have high-speed mobile internet with chats and instant messaging. They have become a trend of the modern generation because everyone wants instant answers to their questions. We’re really moving away from calls because it’s easier and more convenient to respond to instant messages.
In addition, for the younger generation, communication through social networks has become the norm. They often leave a request or write a question in the chat instead of calling. Don’t forget that the client may be embarrassed or uncomfortable calling directly. And in order to use all the modes of communication with the client directly, you need to chat online.
Online chat is suitable for clients in that it allows them to get an answer to their queries quickly. If this question is simple and short, chatting will allow you to reduce contact and immediately make an appointment, book a table (for restaurants), or help solve a problem. However, difficulties may arise here, because the company is facing a new type of communication – instant chat.
Therefore, in this article, we will analyze 7 mistakes in correspondence with clients via chats and instant messaging, and then we will make recommendations that will help you to communicate efficiently with your clients.
Mistake #1: Misunderstanding the purpose of communicating with the client
In any type of communication, whether it is a telephone conversation, meeting, or correspondence, there must be a purpose for communication. This is the result we want to get. For companies and their different areas of operation, these goals can also be different: selling a product, setting an appointment, booking a table (for restaurants or cafes), etc.
Understanding the goal allows you to properly build communication and eventually get a new client. You can also reach the target by chats. To do this, you just need to guide the client to the desired result through dialogue. “He who asks questions leads the conversation” is an excellent rule that should be used not only in meetings but also in correspondence. The idea is simple: the answer to a client’s question is by clarifying the question. This is how we help and move the client forward.
For example, a client asked a question in the chat on your site: “Will the lawyer be in the office tomorrow?”. And if you only answer “Good evening, yes he will be there”, the communication may end and there is a high probability that the client will lose interest and not come to the lawyer’s office.
There are many such examples, and the main difference between them is the cut-off answers.
The dialogue would be better like this:
- Will the lawyer be in the office tomorrow?
- Good evening, yes, the lawyer will be there tomorrow. Can you let me know anytime you would like to book?
Questions advance your communication. Even when the dialogue is over, you can add more clarifying questions: “Is there anything more I can do to help you?” “Do you still have questions?” This allows you to lead the client to the goal you set for yourself and show that you are interested in helping.
Mistake #2: Abstract and Big Answers to Questions
Chat messages mean a quick and immediate response to a specific question, it is better not to give too many details, but to be satisfied with a satisfactory and satisfactory answer to the client. In case this is not enough for the client and he needs more details, you can always send detailed information by email or by sharing the website link.
At the same time, the short answer should be simple and understandable, and most importantly, there should be an answer to the question itself. Otherwise, the answer will be abstract. If the client’s question is closed like “Is there a guarantee of the quality of your service?” We’ll answer in the abstract “You know, if our quality changes, we’ll change it…”, that’s an abstract answer and the client won’t get a clear answer. In this case, the client may leave disappointed. So when you get a specific question, you need to give a specific answer to it.
The correct answer:
- Is there a guarantee of the quality of your service?
- Yes, we guarantee the quality of service at 96%. if it goes down, we… Tell me, can I help you with something else?
Mistake #3: Increasing the number of clients clicks
The client asks: “Tell me, how much does a manicure cost?” The manager replies: “Look, our price list is at the link.” Instead of getting a clear answer, “Manicure costs 50 dollars” the client needs to take one more step. This complicates and lengthens communication when people love quickly. Asked a question and got an instant response. If you need to follow links from the correspondence, take additional steps, and open presentations, then the client starts to get annoyed – of course, he will not go anywhere.
Can answer:
- Tell me, how much does a manicure cost?
- Good afternoon. The cost of a manicure is 50 dollars … Tell me, do you want me to write your name on the reservation list?
It is also worth writing everything in one message: a greeting and an answer to a question. When a message is sent one word at a time, it can cause ambiguous emotions in the client, and if you write “good afternoon” and then make the client look at the operator typing for several minutes, you can even force him to leave the chat.
Minimize the efforts of the client by answering questions in the chat, do not force the client to take unnecessary actions. If he wanted this, then perhaps he would not have turned to you for help.
Mistake #4: Writing in caps lock and exclamation marks
In live communication, for example, in a telephone conversation, the manager can track the mood of the client by intonation, voice, and presentation. At the meeting, the manager will see the client’s reaction through gestures, posture, and facial expressions. And when it comes to chats, the only way to define communication is through words and punctuation. Interpretation occurs exclusively on the client side. Therefore, in correspondence, it is important to convey the idea correctly.
A caps lock can be seen as a scream and an exclamation mark as an attempt to prove something. If you put a different meaning, then avoid it. If the corporate culture in your company allows the use of emojis in correspondence, then you should add them – they reduce the negative and better convey a positive mood 🤗.
Mistake #5: violate the rules of business etiquette and correspondence
Be friendly with any client. You should always say hi and then address the client by the name that appears in front of you in the correspondence. Before sending the message, read it out loud to prevent misspellings, and avoid harsh words.
Obviously, a lot of questions can be asked through your site or via social media, and that’s a good thing. But do not forget that every client is very dear, so it is important to observe business etiquette.
Mistake #6: Correspondence is not in the language of the target audience
In correspondence in chats and instant messengers, I recommend adjusting to the target audience with which you are communicating. It is necessary to speak with him in the same language, not only in terms of presentation but also in understanding. Namely, to replace complex words with understandable and simple ones for the client and conduct a dialogue in the style accepted in the company.
At the same time, you should not use jargon or abbreviations – remember that you are the face of the company and you have not yet built personal communication. Therefore, phrases like “we’ll do everything on the easy” and “right now we’ll organize it like a bull” should be avoided.
Mistake #7: Long answer
Companies have different communication channels. E-mail communication means the response is within a day or two – everyone has their own rules, and in chat, the answer should be within a few minutes. And it is desirable that the answer comes exactly during the time the user spends on the site. Moreover, it is better to prepare a set of answers in advance for the most frequently asked questions in order to save time and to be able to answer all incoming messages in a timely manner.
Chats are a tool that is an additional channel of communication with clients. The result will depend on the quality of this connection. By applying the recommendations above, you can increase the conversion rate from call to targeted action, as well as convert leads into clients.
