{"id":114587,"date":"2023-03-24T03:24:06","date_gmt":"2023-03-24T03:24:06","guid":{"rendered":"https:\/\/www.tawk.to\/?p=114587"},"modified":"2024-10-22T07:36:49","modified_gmt":"2024-10-22T07:36:49","slug":"create-extraordinary-customer-experiences-in-chat","status":"publish","type":"post","link":"https:\/\/www.tawk.to\/customer-happiness\/create-extraordinary-customer-experiences-in-chat\/","title":{"rendered":"Putting on the Ritz: How to create extraordinary customer experiences in chat"},"content":{"rendered":"\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">Walk into a Ritz-Carlton hotel and every need is anticipated. Any issue is handled swiftly. And professionalism and respect are communicated at every level.&nbsp;<\/p>\n\n\n\n<p class=\"has-medium-font-size\">The company\u2019s Gold Standards of customer service are renowned worldwide for being among the highest attainable. These standards are committed to memory and carried by employees on small tri-fold cards. They summarize the company\u2019s values and philosophy and guide every guest and employee encounter.<\/p>\n\n\n\n<p class=\"has-medium-font-size\">What is it that makes the Ritz-Carlton\u2019s customer service outstanding? And how can we apply that to serving our customers in live chats?<\/p>\n\n\n\n<p class=\"has-medium-font-size\">Let\u2019s start with three steps \u2026<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" id=\"1\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Three steps to the ultimate customer service experience<\/strong><\/h2>\n\n\n\n<blockquote class=\"wp-block-quote is-style-large is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em><em><em><em><em><em><em><em>\u201cCustomer service starts the instant you make contact with the individual.\u201d<\/em><\/em><\/em><\/em><\/em><\/em><\/em><\/em><\/p>\n<cite><em><em><em><em>\u2014 <\/em><\/em><\/em>&nbsp;Horst Schulze, Co-Founder of the Ritz-Carlton Hotel Company<\/em><\/cite><\/blockquote>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" id=\"1\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">The Gold Standards outline three steps to providing superior customer service. Let\u2019s look at how each step \u2014 applied to real-time chat \u2014 creates a welcoming experience for your online guests.<\/p>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" id=\"1\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"has-medium-font-size wp-block-heading\"><strong>1. <strong>Offer a warm and sincere greeting<\/strong><\/strong><\/h3>\n\n\n\n<p class=\"has-medium-font-size\">How do you greet customers on your website? If you\u2019re still using generic, out-of-the-box messaging in your widget, here are a few ways to personalize it for a warm and sincere welcome.<\/p>\n\n\n\n<ul class=\"has-medium-font-size wp-block-list\">\n<li>Offer live chat support on your site with <a href=\"https:\/\/www.tawk.to\/services\/hire-chat-agents\/\" target=\"_blank\" rel=\"noreferrer noopener\">real human agents<\/a>&nbsp;<\/li>\n\n\n\n<li>Start with a friendly conversational greeting &#8211; not a sales pitch<\/li>\n\n\n\n<li>Reach out proactively and let customers know you\u2019re ready to help<\/li>\n\n\n\n<li>Tailor your message to your visitor\u2019s location, URL, or visiting history with <a rel=\"noreferrer noopener\" href=\"https:\/\/help.tawk.to\/article\/creating-and-managing-triggers\" target=\"_blank\">trigger automations<\/a><\/li>\n<\/ul>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" id=\"1\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"has-medium-font-size wp-block-heading\"><strong>2. <strong>Greet each guest by name<\/strong><\/strong><\/h3>\n\n\n\n<p class=\"has-medium-font-size\">When you first enter a Ritz-Carlton hotel, you may be greeted by name as you enter the building. Doormen at the Ritz are on alert for names on luggage tags and offer a personal welcome from the moment the customer first arrives.<\/p>\n\n\n\n<p class=\"has-medium-font-size\">In chat, agents can greet returning online customers by name and in context. Quickly scaninng their profile details and messaging history let\u2019s agents know when a visitor has recently reached out for assistance.<\/p>\n\n\n\n<p class=\"has-medium-font-size\">You can also collect your visitor&#8217;s name and details in a pre-chat form. However, be aware that requiring visitors to fill out this form before beginning a chat typically reduces the number of messaging requests.<\/p>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" id=\"1\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"has-medium-font-size wp-block-heading\"><strong>3. <strong>Offer a Fond farewell.<\/strong>&nbsp;<\/strong><\/h3>\n\n\n\n<p class=\"has-medium-font-size\">The close of every chat session is one more opportunity to address each visitor by name. Thank customers for visiting your site. And keep the door to the conversation open by inviting them to reach out again in the future.<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" id=\"1\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-image size-large is-style-default\"><a href=\"https:\/\/www.tawk.to\/wp-content\/uploads\/2023\/03\/Putting-on-the-Ritz_Illustration-2.png\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"486\" src=\"https:\/\/www.tawk.to\/wp-content\/uploads\/2023\/03\/Putting-on-the-Ritz_Illustration-2-1024x486.png\" alt=\"Department, agent and customer\" class=\"wp-image-114608\" title=\"Serving your internal customers\" srcset=\"https:\/\/www.tawk.to\/wp-content\/uploads\/2023\/03\/Putting-on-the-Ritz_Illustration-2-1024x486.png 1024w, https:\/\/www.tawk.to\/wp-content\/uploads\/2023\/03\/Putting-on-the-Ritz_Illustration-2-300x143.png 300w, https:\/\/www.tawk.to\/wp-content\/uploads\/2023\/03\/Putting-on-the-Ritz_Illustration-2-768x365.png 768w, https:\/\/www.tawk.to\/wp-content\/uploads\/2023\/03\/Putting-on-the-Ritz_Illustration-2.png 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Internal customer service matters too. Here\u2019s why.<\/strong><\/h2>\n\n\n\n<blockquote class=\"wp-block-quote is-style-large is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em>\u201cCustomer service isn\u2019t just for those who face the public. It also extends to people inside an organization who deal with each other.\u201d<\/em><\/p>\n<cite><em><em><em><em><em>\u2014 Horst Schulze, Co-Founder of the Ritz-Carlton Hotel Companythe Ritz-Carlton Motto<\/em><\/em><\/em><\/em><\/em><\/cite><\/blockquote>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" id=\"1\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">When looking at internal roles through a customer service lens, Hortst Schultz, Co-founder of the Ritz-Carlton, upends the expected status of traditional roles. For example, the Head Chef may be the master of the kitchen. Yet this individual provides a service to the waiters who then serve the customers (who ultimately pay the chef\u2019s salary).&nbsp;<\/p>\n\n\n\n<p class=\"has-medium-font-size\">The waiter is the internal customer, and it\u2019s the chef\u2019s job to serve him.&nbsp;<\/p>\n\n\n\n<p class=\"has-medium-font-size\">The same principle is at work in live chat support.<\/p>\n\n\n\n<p class=\"has-medium-font-size\">At every level and department of your organization, encourage team members to ask, \u201cWho is my internal customer?\u201d and \u201cHow can I help you to offer better service to your customer?\u201d<\/p>\n\n\n\n<p class=\"has-medium-font-size\">In online support teams, it\u2019s the chat agents who are often the public-facing team members speaking with visitors every day.&nbsp;<\/p>\n\n\n\n<p class=\"has-medium-font-size\">Departments and subject matter experts serve customer support agents who reach out through the ticketing and help desk. And Knowledge Base writers create new articles so future customers can find immediate answers.<\/p>\n\n\n\n<p class=\"has-medium-font-size\">Here are some typical internal customer relationships in a SaaS (Software as a Service) company:&nbsp;<\/p>\n\n\n\n<ul class=\"has-medium-font-size wp-block-list\">\n<li>Developers create solutions and integrations to support the product, customer success, customer support, and sales teams<\/li>\n\n\n\n<li>Illustrators create images to support the content and design teams<\/li>\n\n\n\n<li>The content department provides resources to support the customers and chat agents<\/li>\n<\/ul>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">Who are your internal customers and how can you work together with your team to provide the best customer service possible?<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" id=\"2\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-image size-large is-style-default\"><a href=\"https:\/\/www.tawk.to\/wp-content\/uploads\/2023\/03\/Putting-on-the-Ritz_Illustration-3.png\"><img decoding=\"async\" width=\"1024\" height=\"486\" src=\"https:\/\/www.tawk.to\/wp-content\/uploads\/2023\/03\/Putting-on-the-Ritz_Illustration-3-1024x486.png\" alt=\"Support agent listening to customers\" class=\"wp-image-114618\" title=\"Listening to customers\" srcset=\"https:\/\/www.tawk.to\/wp-content\/uploads\/2023\/03\/Putting-on-the-Ritz_Illustration-3-1024x486.png 1024w, https:\/\/www.tawk.to\/wp-content\/uploads\/2023\/03\/Putting-on-the-Ritz_Illustration-3-300x143.png 300w, https:\/\/www.tawk.to\/wp-content\/uploads\/2023\/03\/Putting-on-the-Ritz_Illustration-3-768x365.png 768w, https:\/\/www.tawk.to\/wp-content\/uploads\/2023\/03\/Putting-on-the-Ritz_Illustration-3.png 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>How to listen to your customers<\/strong><\/h2>\n\n\n\n<blockquote class=\"wp-block-quote is-style-large is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em><em><em><em><em><em><em><em>\u201cWe are Ladies and Gentlemen serving ladies and gentlemen\u201d&nbsp;<\/em><\/em><\/em><\/em><\/em><\/em><\/em><\/em><\/p>\n<cite><em><em><em><em><em>\u2014 the Ritz-Carlton Motto<\/em><\/em><\/em><\/em><\/em><\/cite><\/blockquote>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" id=\"1\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">How do you know what customers are looking for? Schultz recommends using surveys to collect data and discover what matters most.<\/p>\n\n\n\n<p class=\"has-medium-font-size\">When you offer live chat on your website, you already have a built-in storehouse of customer messaging and search data. Look at past chats and ticket topics. Talk to agents about customer concerns. Then, apply what you learn to improve customer service, conversion rates, products and processes.&nbsp;<\/p>\n\n\n\n<p class=\"has-medium-font-size\">Offering a free <a href=\"https:\/\/www.tawk.to\/software\/knowledge-base\/\" target=\"_blank\" rel=\"noreferrer noopener\">searchable knowledge base<\/a> allows you to also view top customer search terms, popular articles, and customer satisfaction statistics.&nbsp;<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" id=\"3\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-image size-large is-style-default\"><a href=\"https:\/\/www.tawk.to\/wp-content\/uploads\/2023\/03\/Putting-on-the-Ritz_Illustration-4.png\"><img decoding=\"async\" width=\"1024\" height=\"486\" src=\"https:\/\/www.tawk.to\/wp-content\/uploads\/2023\/03\/Putting-on-the-Ritz_Illustration-4-1024x486.png\" alt=\"Support chatting with a multiple customers\" class=\"wp-image-114628\" title=\"Anticipating the needs of your customers\" srcset=\"https:\/\/www.tawk.to\/wp-content\/uploads\/2023\/03\/Putting-on-the-Ritz_Illustration-4-1024x486.png 1024w, https:\/\/www.tawk.to\/wp-content\/uploads\/2023\/03\/Putting-on-the-Ritz_Illustration-4-300x143.png 300w, https:\/\/www.tawk.to\/wp-content\/uploads\/2023\/03\/Putting-on-the-Ritz_Illustration-4-768x365.png 768w, https:\/\/www.tawk.to\/wp-content\/uploads\/2023\/03\/Putting-on-the-Ritz_Illustration-4.png 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>The future is now \u2014 anticipating the needs of your customers<\/strong><\/h2>\n\n\n\n<blockquote class=\"wp-block-quote is-style-large is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em><em><em><em><em><em><em><em>\u201c<\/em><\/em><\/em><\/em><\/em><\/em><\/em>The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.<em><em><em><em><em><em><em>\u201d&nbsp;<\/em><\/em><\/em><\/em><\/em><\/em><\/em><\/em><\/p>\n<cite><em><em><em><em><em><em>&nbsp;\u2014 The Ritz-Carlton Credo<\/em><\/em><\/em><\/em><\/em><\/em><\/cite><\/blockquote>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">Live chat enables you to anticipate both the present and future needs of your visitors.&nbsp;<\/p>\n\n\n\n<p class=\"has-medium-font-size\">Agents outfitted with a Knowlege Base, \u201ccanned\u201d message templates, and tutorials are equipped to respond with speed and accuracy.<\/p>\n\n\n\n<p class=\"has-medium-font-size\">Yet how you answer counts too. Listening and replying with empathy shows high regard for your customer:<\/p>\n\n\n\n<ul class=\"has-medium-font-size wp-block-list\">\n<li>Offer a patient, listening ear<\/li>\n\n\n\n<li>Be there in real-time when they need you (24&#215;7 is ideal)<\/li>\n\n\n\n<li>Respond quickly to customer concerns<\/li>\n<\/ul>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" id=\"4\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-image size-large is-style-default\"><a href=\"https:\/\/www.tawk.to\/wp-content\/uploads\/2023\/03\/Putting-on-the-Ritz_Illustration-5.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"486\" src=\"https:\/\/www.tawk.to\/wp-content\/uploads\/2023\/03\/Putting-on-the-Ritz_Illustration-5-1024x486.png\" alt=\"Products, saving time, and positive feedback\" class=\"wp-image-114588\" title=\"The 3 things customers want\" srcset=\"https:\/\/www.tawk.to\/wp-content\/uploads\/2023\/03\/Putting-on-the-Ritz_Illustration-5-1024x486.png 1024w, https:\/\/www.tawk.to\/wp-content\/uploads\/2023\/03\/Putting-on-the-Ritz_Illustration-5-300x143.png 300w, https:\/\/www.tawk.to\/wp-content\/uploads\/2023\/03\/Putting-on-the-Ritz_Illustration-5-768x365.png 768w, https:\/\/www.tawk.to\/wp-content\/uploads\/2023\/03\/Putting-on-the-Ritz_Illustration-5.png 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What all customers want (three things)<\/strong><\/h2>\n\n\n\n<p class=\"has-medium-font-size\">Acting on feedback, providing fast answers, and anticipating customer needs positions you to deliver what Schultz identifies as the three things all customers want:<\/p>\n\n\n\n<p class=\"has-medium-font-size\">&nbsp;\u201cThey want a product or service without defects.\u201d<\/p>\n\n\n\n<p class=\"has-medium-font-size\">\u201cThey want timeliness.\u201d<\/p>\n\n\n\n<p class=\"has-medium-font-size\">&nbsp;\u201cThey want your company\u2019s representatives to be nice to them.\u201d<\/p>\n\n\n\n<p class=\"has-medium-font-size\">The challenge is real. However, when we have the tools and the help we need, we can give customers the support they deserve.\u00a0 Best of all, it\u2019s completely free to assist your customers in real time with tawk.to\u2019s free app.\u00a0<\/p>\n\n\n\n<p class=\"has-medium-font-size\">We\u2019re here to support you 24&#215;7\/365 any time you need assistance, so just reach out!<\/p>\n\n\n\n<p class=\"has-medium-font-size\"><a href=\"https:\/\/www.tawk.to\/services\/hire-chat-agents\/\" target=\"_blank\" rel=\"noreferrer noopener\">Can\u2019t always be there to answer the chat? See how easy it is offer 24&#215;7 customer service with tawk.to\u2019s Hired Agent Service for only $1\/hour<\/a><\/p>\n\n\n\n<div style=\"height:150px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Walk into a Ritz-Carlton hotel and every need is anticipated. Any issue is handled swiftly. And professionalism and respect are communicated at every level.<\/p>\n<p>What is it that makes the Ritz-Carlton\u2019s customer service so extraordinary? And how can we apply that to serving our customers in live chats?<\/p>\n<p> Let\u2019s start with three steps \u2026<\/p>\n","protected":false},"author":1,"featured_media":114598,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[17],"tags":[],"webinar_types":[],"class_list":["post-114587","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-happiness"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/posts\/114587","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/comments?post=114587"}],"version-history":[{"count":1,"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/posts\/114587\/revisions"}],"predecessor-version":[{"id":128963,"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/posts\/114587\/revisions\/128963"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/media\/114598"}],"wp:attachment":[{"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/media?parent=114587"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/categories?post=114587"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/tags?post=114587"},{"taxonomy":"webinar_types","embeddable":true,"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/webinar_types?post=114587"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}