Here are some tips and tricks specifically for text-based customer support.
Aim to provide prompt responses to customer inquiries. Even if you can’t immediately solve their problem, acknowledge their message and let them know you’re working on it. Setting clear estimations for response times can help manage customer expectations. First reply could be as little as:
“I’m on it, and while I’m working on finding a solution, please do check our documentation, videos or even check out our blog. I will make sure to resolve your issue as soon as possible.”
Clear and concise writing
Since you’re communicating through text, it’s important to write clearly and concisely. Use proper grammar and punctuation to ensure your messages are easily understood. Avoid using overly technical or complex language that might confuse customers.
A good rule of thumb is to try and explain something as if you were talking to a child, paying attention to details while simplifying your terms for general understanding. Just make sure the tone of the message is a helpful one, not a condescending one.
Use templates and macros
Create templates, macros, predefined replies, canned responses for common questions or issues. These pre-written responses can save time and ensure consistency in your support interactions. However, make sure to personalize the templates as needed to address each customer’s specific situation. There’s nothing worse than a copy-paste reply that just scratches the surface.
Emoticons and tone indicators
Ticket-based communication can sometimes be misinterpreted, so using emoticons or tone indicators can help convey the intended tone. For example, using a smiley face 🙂 or indicating “I understand your frustration” can help set a more positive, empathetic tone in your messages. This is especially important when dealing with clients who are showing their emotions through their messages.
Use screenshots or visuals
If applicable, include screenshots, screen recordings or other appropriate visual aids to help customers understand instructions or troubleshoot issues. Modern computers, tablets and mobile phones come with a plethora of solutions which allow you to screen-capture and annotate images to highlight specific areas of interest.
After providing instructions or information, ask customers if they understand and if they need any further clarification. This step can help ensure that they are on the same page and reduce the chance of misunderstandings.
Multi-tasking and time management
Ticket-based support allows for multitasking. Utilize this advantage to handle multiple conversations simultaneously, but be mindful of not sacrificing quality for speed. Prioritize your workload and manage your time effectively to provide timely and thorough responses.
Use a knowledge base
Maintain a comprehensive knowledge base or FAQ (Frequently Asked Questions) database. This resource can empower both customers and agents, as it allows customers to find answers independently and enables agents to provide quick, accurate information.
Proofread before sending
Before hitting the “send” button, proofread your messages to catch any spelling or grammatical errors. Double-check that you’ve addressed all the customer’s concerns and that your response is clear and professional.
These tips will help agents deliver effective text-based support, ensuring that customers receive clear, helpful, and prompt assistance.