There is nothing that disappoints the way customers hear 'no'. Sometimes businesses cannot help reject a customer's request. No matter how real your reasons for doing this, customers who are at the end of the 'no' feel frustrated and write negative reviews online against your business. So for a secure live chat solution: You should be aware of various live chat support techniques to help you manage your customers.
This is actually the most unwanted and hostile part of the customer service workflow. This is why it becomes difficult for live chat agents to handle customers and this is the reason why you have probably come to this page.
As much as customers expect the live chat support system to get them instant feedback, they secretly hope to get all the positive answers, which is not possible. So, how do you think you can say 'no' without listing your customers for negative reviews on the website help desk?
Suggested Read: How Live Chat Software Can Help You Increase Average Order Value
Here are some effective live chat techniques or tips that will help:
Say It Without Saying
Yes, one way you can say 'no' without disappointing your customers is to say it without actually saying it. Sounds crazy? But it works!The reason behind most disgruntled customers is a direct 'no' they find on the website live chat. The best way is that you cannot say not to use the word yourself and turn negative reactions into positive ones. For example, if a customer is asking for a product called 'ABC' that you do not have in stock, the best live chat support technique used to answer is by saying:
"How about trying XYZ instead of ABC? We recently introduced this upgraded version of the same product and our customers are liking it."
Or just say 'yes' instead of 'no'.
For example, if you also have a physical store and one of your customers on chat support is asking about the availability of the ABC product in it but you only sell it online.
“The product is too fragile to keep in store, therefore, it is only available online. We will email you all the details of the product that you need to know before making a purchase. Please let us know if you would like to place an order. "
Clarify Before Saying No as Live Chat Support Technique
If there is no possibility for you, then change the yes to yes when replying to your customers on live chat, say it but clarify before doing so. This ensures a secure live chat solution.Do not be hasty when you have to say no. Take two steps of clarification before doing this. First, confirm if they are actually asking about the same thing. Second, explain why you have to say no. This way live chat technology will help;
In the first step, use phrases such as "If I am not mistaken, you are asking about ...".
In the second step, start by apologizing and then explain the reason behind saying no and provide a solution. for example:
"I'm sorry to report this but this product is currently out of stock due to heavy demand. If you wish, we can notify you when available or suggest an alternative."
Follow Up
The last thing you can do to shut down your customers without saying 'no' is to make 'yes' as soon as possible. If you have not asked anyone asking about a product on your website live chat support, leave them a message or an email when the product is available.Keep them informed and show them that their needs are taken care of.
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