13 tips how to improve your customer support

Chat etiquette plays a huge role in customer service. Professional and authentic interaction with clients goes far beyond the opportunity to make a sale. It helps to build a lasting relationship with the customer, inspire future communication and create fans and advocates of your brand.

How to treat the customer to be able to appreciate all these benefits and escalate your service to a more professional and human level?

Customer service training is the most important part in achieving these goals.

Professional line of communication is not that obvious to expect your service agents to get at it intuitively. It is especially true with new employees who often need help finding the proper style of communication which would stick with your business objectives and allow them to maintain their authenticity.

In this video tutorial by Provide Support Live chat, you will find some guidelines on how a service agent can best handle the major key points in a live chat conversation.

Timecodes:
0:00 - Intro
2:59 - How to ask for more information or verify your understanding of the question/problem
3:35 - How to say "I don’t know"
5:04 - How to put on hold
6:13 - How to admit fault
6:49 - How to say "No"
8:10 - How to follow up
8:59 - How to handle complaints and angry customers
9:48 - How to deliver on a promise
10:25 - How to handle several clients simultaneously
11:30 - How to treat those who contacted the wrong chat
12:39 - How to wrap up the call

You can also read this in our Blog article:

To read more useful tips just follow this link:

[Asserick]

Just got accepted at Concentrix and will start next week, this video is really helpful. Thank you.

[er]

Saying "I'm sorry" or "I apologize" conveys incompetence. There are many methods to apologize without using those aforementioned words. They leave a negative connotation. Instead focus more on the solution and the overall positive aspect. As Director of Customer Experience our CSAT rating is 98.7% on average. Good luck.

[merimartinez-hrxc]

I got my first job and I am in training but the second day I was there I had to explain something and I couldn't do it 😓

[MercyforEnglish]

Very precious content for the customers support

[akash]

Literally helpfull from tomorrow I will have to handle customer on web chat and i had no idea how to gives opening to customer and describe the according to customer problem. It would be really helpfull for me

[SaifSaif-flfp]

Is this video enough to start a customer service role?

[gabrielakrist]

thanks a lot for providing us with this invaluable tips! I've just started training to be a customer service agent for an e-commerce! I have totally 0 experience in this job so watching your video helps me alot to understand the job descriptions that I'm about to be working on! ❤❤

[kajalsdance]

So many good things here to learn. Thank you very much!😊

[hazloes]

Thanks for sharing, it's very useful in my current job.

[marisaburgener]

It's so useful, thank you for sharing!

[mgraceptorres]

can we request a PDF file for this? Thank you in advance 🙏🏼

[Alididit]

This video helped more than you can imagine, Thank you

[Anton.Baryshnikov]

That was brilliant folks! Really helped me a lot!

[pnoor]

So Excellent, I appreciate your tips.