Conversely, if they're dissatisfied, you'll need to temper your enthusiasm Use jokes and emoticons where appropriate On the other hand, avoid sarcasm or irony Offer multilingual assistance if you have an international audience Use positive language with a problem solving approach. Example of what not to say in a chat: "No, you cannot return the product". Example of how to reply in a chat: "It looks like the return date has passed, but I'll see if I can find a solution."
Create your first web chat with Sendinblue >> 💡 Use standardized answers, but not trivial Automatic replies will help you achieve three things: Reduce the average response time Handle more requests in less time Spend more time on more concrete “high-value” conversations The problem with programmed mobile number list esponses is that they can be impersonal and very cold, but who says they can't be adapted and personalised? Evaluate your standardized responses and continue to improve them over time. chat-auto-replies ⚡ Responsiveness: Quality and consistency over speed Quick responses are often said to increase customer satisfaction. This isn't false, but before you rush into it, it's good to know that speed isn't that critical.
Studies have found that organizations with customer satisfaction scores of 90% or higher have an average response time of 1 minute 32 seconds . Conversely, companies with scores below 90% had an average response time of 30 seconds. The same analysis also found that organizations with a satisfaction score of 90% or higher had an average chat duration of 12 minutes and 26 seconds, 13% longer than organizations with lower scores. Surprising, right? Consumers seem to like to receive personalized attention, even if they have to wait a little longer for it.