Striking the right tone in your chats
Having a well-rounded and thoughtful customer connection can be as simple as remembering 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.
What to keep in mind while messaging…
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 and 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.
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