Everyone has been frustrated by poor experiences with a company. Whether the brand has lost your order, messed up your service or didn’t communicate in the right way, we all know what it’s like to be that angry customer at the end of an inefficient encounter. Unfortunately, that irritation often heats up and can scale further.
This is the point where quick, efficient customer service becomes imperative to minimize the damage to a company. If you act too slowly, you allow your customer to get even angrier. The head of steam they build can overflow both on your agents and your online reputation causing a lot of damage.
But, if you succeed in calming down the customer and taking the right steps, you can calm the store before it happens and avoid negative reviews online which can destroy the reputation of your company. This is where live chat comes in.
Below you’ll find out how live chat can calm down an angry customer.
When you’re angry, it’s easy to see red and lash out. It’s harder to sit patiently and wait for an email from a company, to remain calm through a phone call or let go of a problem that would normally be nothing.
In these cases, customers demand immediate attention. This instant alleviation can come from two forms.
For brands to achieve the latter scenario, they need to help their customers with live chat.
When a customer is angry, the worst possible scenario sees them posting something negative on your social media accounts. Regardless of how small the complaint is, annoyed customers can take their problems to social media accounts and cause a lot of damage to a company. Once live and immortalized online this type of review can seriously damage your online reputation forever.
The power of social media is it to share a message faster than ever before. For instance, the annoyed customer has many followers, you could soon see the story of a bad customer experience spread for and wide. The customer has the time and the platform to cause a lot of damage.
This can easily put off new customers, as well as repel current ones.
Social media is a catalyst for angry customers who are looking to share their story with the world. The natural inclination for brands, is to fall back on the trusty old email for complaint management. After all, the repercussions of customers posting their problems in the public eye shows the importance of a private space to handle such issues.
But that doesn’t necessarily mean it works well for those angry customers. Unfortunately, the formality of email makes it difficult for customers to vent their frustrations. This is where live chat comes into play.
Your agents can quickly contact the angry customers and talk to the live so they can figure out the problem and help them. They need a real-time solution and that’s what live chat will do for them.
A live chat channel will reduce the dangers that angry customers pose. So why not install live chat on your website today?
If you are interest in live chat please contact us today.