![]() Here are a few tips to ensure the customers get a quick reply: So anything under or around that will make for a great customer experience. Statistics show the average live chat wait time was 46 seconds in 2019. And if they’re already contacting you upset and you don’t answer fast, they’ll be furious. The number one reason why customers prefer live chat is “ Get my questions answered immediately.” In other words, if you don’t answer quickly, they’ll be dissatisfied. You can even go a step further and announce it on other channels, like this: 2. At least, keep the response ready as a canned message if you fear alarming the customers who aren’t aware of the situation. Therefore, you should proactively send a message and acknowledge the issue when someone tries to live chat. In such cases, your agents won’t be able to keep up with the requests, which will lead to further dissatisfaction and agent burnout. For example, if your server fails unexpectedly or all shippings are delayed, groups of customers will contact you through live chat to know what’s up. However, the number of upset customers may spike if there’s a business-wide issue. So, generally, chat requests do not pile up, and your limited live chat agents can easily handle requests. Typically, upset customers contact the live chat support at random times. Proactively acknowledge the business-wide issue You can handle all types of difficult customers using the following fundamental tips: 1. And if you don’t help them, they’d get upset. Yet, they ask you to do it.įor example, they’d ask you to help them set up even if you have a setup wizard (in the case of software business) and a help center with tutorials. These customers know what to do and how to do it. And sadly, there are many of these people claiming to know better than you, a subject-matter expert.įor example, the anti-vaxxers. On the opposite end of the confused customers are the know-it-alls. They just get upset because they don’t understand something.įor example, they might not be tech-savvy and hence can’t understand how to add the API key, which seems straightforward to you. ![]() This type of customer is difficult through no fault of anyone. No matter what you do, they have something to complain about.įor example, if you deliver in three days, the next time they’d want in two if you deliver on time, they’d want a discount on the received product because the new sale price is $1 lower. These are pessimists: the impossible-to-please customer. These customers’ replies range from “Hey, can you please do X faster?” to “Give it to me now, or I’ll go to a competitor.” 2. These are impatient, demanding customers who do not understand you can’t solve some problems instantly.įor example, they don’t understand you only handle requests between 9 AM and 5 PM they don’t understand you can’t deliver sooner if there are supply chain issues they don’t understand you can’t add a new feature in a snap of a finger. 5 Types Of Difficult Customers You May Face 1. But first, let’s categorize the difficult customers you come across or will come across. So how do you handle those difficult customers? That’s what you’ll learn in this article. In fact, you must please them with your service if they are unhappy because of inconvenience from your side otherwise, the churn rate will increase, the customer loyalty will decrease, and the sales will plummet. But there are groups of customers just a notch below - the dissatisfied, the upset, and the angry - you must handle with care. The always-rude customers, as I said, are not worth the trouble. At worst, you’ll have to bear the out-and-out rude and not-worth-the-trouble customers. At best, you’ll have a customer asking for assistance with little smiley faces and thank yous throughout the chat. No customer ever initiates a conversation with happy news. Are you frustrated with upset customers ruining your day? Are you looking for advice on how to deal with the occasional angry or difficult customers in live chat?įACT: Customer support is a tough job. ![]()
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