We know that not every expert knows what to do and what not to do when they first begin chatting, so we wanted to show you some real world examples of successful and unsuccessful conversations that experts have had with real customers! The conversations below have a detailed analysis of why the expert was correct or incorrect in their responses.
Conversation 1: The Experienced Expert
In general, a good expert will always be friendly, making sure to greet and say goodbye to a customer. They will be clear in their responses, follow up the customer's questions, and know that being helpful is paramount. Lastly, they will remain professional in their tone and their language to ensure trust and respect within the conservation.
Conversation 2: The Amateur Expert
The amateur expert differs from the experienced expert in that they are not friendly and welcoming in their tone. They do not greet the customer, and they close the conversation without notice. In addition, the amateur's messages are not clear, and they do not clarify important points to prevent confusion. Instead, their messages are short and convey a lack of care.
Remember, chat like the experienced expert to ensure customer satisfaction!