11 Best Practices for Online Chat Sales and Customer Service - Slide 9

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Writing effective chat communication can be an art. Responses must adhere to most grammatical rules, including capitalization and punctuation. Accurate spelling is critical to support agent credibility. The most important content should appear at the beginning of responses. Formal responses require the use of complete sentences, whereas less formal responses may contain sentence fragments.

When it comes to shopping, the Web offers convenience, choice and information. As a result, consumers continue to move more of their shopping online, or make in-store purchase decisions that are “Web-influenced” first. Online retail sales in the U.S. are forecast to grow to $250 billion by 2014. This growth presents a tremendous opportunity for companies with a Web presence to grow their customer base and provide top-notch customer service and sales within the online environment itself.

It’s not surprising that online chat is gaining more attention as a growing customer service delivery method — especially with evidence of significantly increased sales ROI as well as some of the highest customer satisfaction (CSAT) scores over phone or in-store purchases. What is surprising, however, is that a number of leading online companies do not offer chat, especially chat for sales, despite growing consumer preference for it. And when chat is offered, the overall customer experience can be improved.

This slideshow highlights TELUS International’s best practices for online sales chat, derived from industry research commissioned through SPOT Consulting, an independent consulting firm.


Related Topics : Box.net, IT Management Automation, SharePoint, Facebook, T-Mobile

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