Listen to what they need.
The customer may be asking for a product’s specifications, looking for discounts, or having problems checking out their cart. Understand what your customer is after, ask questions to get down to the significant details, and reply accordingly. Avoid pitching sales if unnecessary.
Most importantly, the agent must comply with the business’ guidelines on chat sessions and follow the provided scripts. Following these tips can help agents effectively engage the customers on chat support.
©Open Access BPO
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