I work for a large nonprofit that recently added a Chat feature to its website. In the past, clients in need of information that wasn’t on the website had no choice but to call. Our Marketing Director saw a need for a more modern way for our clients to reach out to us. Here are some insights I’ve gained from the first few weeks of Chat:
1) Don’t call it “Chat.” There’s something that sounds very professional about saying, “I’m on the phone.” If used correctly, it can send people quietly scurrying away with whispers of “Oops! Sorry.”
However, “I’m on Chat,” doesn’t carry the same connotation. It sounds frivolous.
Stick with, “I’m helping a client navigate our services.”
2) People get impatient.
You can buy yourself some time with strategic responses. My agency uses LiveChat, which allows users to create shortcuts for “canned responses”; for instance, typing “#please” generates the response, “Please give me a moment to check on that for you.”
3) Those hesitant to call will use Chat.
Adding a Chat feature can attract questions that people might have been nervous about asking over the phone. Chat puts people at ease.