Documente Academic
Documente Profesional
Documente Cultură
Feb 2012
Chat Best Practices
Welcome to Needle!
At Needle we pride ourselves in offering unparalleled
expert online sales advice. This training will teach you
best practices for chat dialogue (not the system tools)
in order to provide the most engaging, informative and
expert chat to the customers you advise.
Chat Best Practices
Greet quickly.
• Offer a simple “Hi” or “Hello” to let the customer know you are
there.
• If they’ve already asked a question, simply add this greeting
to your first response to the question (be sure to read it
carefully first).
• Some good examples include:
Emotion
• Text naturally comes across as more
emotionally flat than a speaking voice and can
be interpreted as indifferent or rude, even
when that is not the intent.
• As a result, when chatting, remember to
communicate appropriate emotion in your
responses whether that be compassion for a
problem , or a friendly response. Don’t be
over-the-top, but make sure the customer
knows you are “feeling” their pain or joy.
• And no matter what happens, NEVER get
defensive or rude.
Chat Best Practices
Showing Products
• Don’t ask to show products, just do it (in
Discuss This area or Tray).
• Tell the customer about the products when
it’s natural in the conversation using
phrases like, “Have you heard of our . . . “ or
“One of our new silk ties would work well
with that jacket, like the one I’m showing
you now. I’ve just sent you a link to that
page as well.“
Give Instructions
• Always give instructions on how to use
features like links, promo codes, etc.
When appropriate. Don’t assume the
customer will know how.
Don’t Know?
• It’s okay to let a customer know when
you don’t know, or can’t find, an
answer. Let them know you’ll get the
answer and get back with them.
Chat Best Practices