Mistakes to Avoid in Real-time Messaging


Real-time messaging can bring about a number of wonderful benefits to your business while improving the overall experience and satisfaction levels for your customers. However, real-time messaging has the potential to detract from the customer experience as well, if mistakes are made. By learning more about some of the most common live chat mistakes, you and your staff can avoid them and find creative ways to prevent them from occurring in the future.

Not Routing Chats to the Right Agents

Many live chat functions offer the option for customers to specify what they wish to chat about before the conversation begins. Some of the options might be returns, company policies, complaints or general product inquiries. Once a user has gone through the effort of choosing their area of interest, be sure to route them to the right customer service agent. Otherwise, they might have to explain their problem or request multiple times, or they might be transferred more than necessary, both of which can lead to a negative experience for customers.

Relying Too Heavily on Canned Responses

Canned or pre-written responses have the potential to reduce initial wait times and greet customers with a clear, consistent voice. However, too many canned responses within the conversation can feel robotic, and some customers might feel that they are communicating with a computer rather than a person. Encourage customer service agents to create their own rapid responses that are quick to type out but still reflect the company voice and its brand image.

Casual or Inappropriate Conversation

One of the most common live chat mistakes is using phrases, words or even acronyms that are not appropriate. Live chat might be convenient, but stick with language that reflects your brand. If you’re a casual surf company catering to young surfers, then a relaxed vibe might be fine. If you’re dealing in finance or with businesses, then a professional dialogue will be a much better choice.

Slow Response Times

In today’s world, instant communication is a requirement. Someone using live chat wants answers in real time, so make sure that you aren’t leaving them waiting for too long. A slow response time might mean that a customer service agent is distracted, or it might mean they are handling too many conversations at once. Multitasking is par for the course in real-time messaging, but don’t overload agents so that they regularly keep customers waiting.

Not Following Up After the Chat Has Ended

When a live chat has ended, don’t end all dialogue. Instead, follow up with the client, if an email address has been provided, and send a transcript of the chat. You might also offer them the opportunity to subscribe to future emails or discounts, creating a stronger bond and boosting brand recognition in the process.

With these tips, customer service agents can avoid some of the most common mistakes in real-time messaging, creating a successful and effective atmosphere for live customer chat.