What makes a good chat?
Having a well-rounded and thoughtful customer connection can be as simple as reminding your team of 5 key points:
Tone of voice – Keep it professional, personal, friendly, and engaging.
Probing questions – Product Experts should lead with probing questions to collect as much information as needed to provide the best guidance and product recommendations possible.
Feature usage – Product Experts should leverage photos, videos, video-calling, and Product Cards to elevate the Virtual Shopping experience and increase conversions.
Efficient communication – Keep shoppers in the loop! Let them know if there will be a delay in response.
Clienteling – Invite shoppers to stay in touch with Contacts! This feature allows experts to follow up with customers even when they are offline. (Note: Contacts will need to be switched on in the Dashboard to allow experts to make use of it in the Store App.)
Start the Chat the right way. First impressions matter!
Before diving into a conversation, Product Experts should always:
Before starting, choose the right profile picture. Go for a simple, well-lit headshot, ideally with a smile, to instantly come across as friendly and approachable!
Check whether they have accepted a live chat or lead. This can be found under the customer’s name.
Use Smart Greetings to quickly introduce themselves to each customer before fielding the inquiry.
Tap the Shopping Bag icon in the top right corner. This will show Product Experts exactly what products their customer is browsing.
Striking the right tone in chats.
Set the Tone – Product experts should communicate with online shoppers in the same professional, polite way that they do for that in-store. Conversations should begin in a formal tone and, if customers take a more relaxed tone, experts should follow their lead.
Spelling & Grammar – Ensure that spell check is turned on in devices that Product Experts are using. This will help to minimize spelling and grammatical errors.
Don’t rush! – Take your time to compose thoughtful, relevant responses. Experts should take time to fully understand a shopper’s inquiry and re-read messages before sending to cultivate a positive chat experience.
Make use of the features available within chats.
Using features is the best way to elevate the Virtual Shopping experience!
Photos, videos, and video calling should be leveraged to bring products to life in ways that cannot be fully represented on the site.
Product Cards are a seamless way of recommending products and guiding shoppers around the website. Research shows that conversion increases by up to 40% when a product card is sent.
Calendar invites can be used to invite a shopper to come shop in-store, increasing foot traffic and your omnichannel customer base.
Contacts: It’s not a goodbye, it’s a chat you later.
Using our clienteling tool, Contacts, Product Experts can connect with customers offline and continue to build professional relationships. The Contacts invite should be sent out at the end of every good-quality chat. We recommend adding a saved reply explaining the value of Contacts for Product Experts to utilize in tandem with the invite.
Adding customers to Contacts is a simple process. Just tap the Person icon on the top right corner of the chat to initiate the invite. When the invite is sent, the customer is given the option to choose email, SMS, or Whatsapp to stay in touch (depending on which market they’re based in).
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