What's in a Face
Thanks to the ever-increasing popularity of social media platforms such as Facebook, MySpace, Twitter and Linked In, It is now very fashionable to add your photograph to the glorious cyber mix. Many websites permit their chat operators to display their pictures when they are online. If your online enterprise happens to be one such participant in this global identity-carving initiative, ask your chat operators to use their judgment. Their screen names should be far from flunky and their pictures should be far from spoofy. We need to remember that the first online impression is also the last online impression and since your online customers will see your live support operator’s picture well before the onset of the live chat interaction, the visual representation needs to be not just plain and presentable but altogether impressive. A professional get-up will naturally raise the bar on customer expectations and encourage your live chat agents to deliver professional results. There is nothing wrong with chat operators displaying their pictures while engaging your customers. On the contrary, it makes them more accountable for the advice and information they render thus improving the overall quality of the customer service being provided. It goes without saying, however, that the picture or avatar needs to be consistent with your corporate image.
Brevity is the Soul of Wit
Although verbosity is rather soothing to the human ego, it has no place in live chat engagement. Your chat operators, once motivated, will soon learn to be brief, to the point and precise.
Multiple Chat Invitations
While it makes perfect sense to perform as an ace online marketer and send out a chat invitation proactively, live chat operators need to refrain from sending out multiple chat invitations in a short time span. This behavior is akin to calling someone every two minutes when the caller chooses not to answer. Your live chat agents should send out a polite chat invitation not more than once or twice and wait for your online customers to respond now that the ball is in their cyber court!
As Miss Manners would put it, engaging customers in a healthy online dialog well within the bounds of conversational etiquette has an extended list of advantages. It builds bridges and sustains relationships. All we need to do is to ensure that we are consistently courteous to them, sensitive to their needs, and willing to extend a helping hand without having to either make them wait for long or make them walk endlessly through a revolving door.