Apart from English and Spanish, Conversion Support now supports French. If you have support agents in France or want a live chat software in French language, you will love our product.
Here is how to change Conversion Support’s default language to French from English or Spanish.
Login to your Conversion Support account and click the “fr” language icon located at the right top corner of Conversion Support’s web console.
The language of the application will change to French, you can again click the “En” link to revert to English and the “Esp” link to revert to Spanish.
Note: Adding a Canned Response in french is easy. All you need to do is to click the desired response and add it in the current chat.
Please note that when you change the default language to French, it only refurbishes the text of your webpage to French not the entire text of your canned responses. So, the existing responses which are in English language, will remain the same. These responses will not be reformed to French. You will need to add canned responses in french if you want to exercise french responses in chat conversation with your website visitors.
To add a “Canned Response”, login to your Conversion Support account and navigate to “Frequently Used Responses” column. Type your response and press “Enter”. Response will be added in the list. Now, whenever you want to utilize the french response in
As a product manager for live chat software, I’ve observed that success with chat doesn’t necessarily depend on what software used but how the software is used! Most recently, I read about an Earthlink Customer’s online experience with a chat representative who is obviously a non-native English speaker. The agent, who calls herself Jane D, used the phrase “do the needful” while engaged in the chat. The question posed by Leslie O’Flahavan of Writing Matters is “Does odd wording harm the quality of customer service chat?”
The answer to this question is that the odd wording did not harm the chat. Unlike website copy, which is expected to be very formal, grammatically correct, and well written, real-time communication is afforded some leeway. For reference, I’ll include the chat from Writing Matters below:
Welcome to EarthLink LiveChat. Your chat session will begin in approximately 0 minutes. Feel free to begin typing your question.
“Jane D” says: Thank you for contacting EarthLink LiveChat, how may I help you today?
LMO@earthlink.net: I want to cancel my earthlink account
Jane D: I am sorry to know that you wish to cancel the account.
Jane D: Please may I know the reason as to why you are looking to cancel the account with EarthLink?
LMO@earthlink.net: I don’t need the account any more
LMO@earthlink.net: Please confirm that you will close out the account and that I will not be billed for service after today, October 27
Jane D: That is Okay, I understood.
Jane D: I will certainly help you in this regard.
Jane D: Here I would like to inform you that, At chat we are limited to give the information but the cancellation involves your verbal agreement so please contact us on the voice number 888 327 8454 (working hours 7am – midnight EST M-F or 8am – 10pm EST Sat/Sun) and one of the associates will put in the best effort to help you do the needful today.
LMO@earthlink.net: I don’t want to call in. I want to cancel my account in writing.
Jane D: As per our cancellation policy, I cannot cancel your account through Live Chat. If you wish to cancel your account, please send a request by Fax to 404-795-1034, including your account number,email address, your contact information and the reason of the cancellation.
LMO@earthlink.net: OK, I will do that
Jane D: Thank you.
Jane D: Is there anything else I can assist you with?
LMO@earthlink.net: No, thank you
Jane D: Thank you for using EarthLink Live Chat. Should you need further assistance, please contact us again.
Jane D: You have a wonderful day ahead!
Jane D’s chat did not “do the needful” simply because she didn’t solve the problem, she took too long to communicate that she couldn’t help, and she acted as if everything was okay — “You have a wonderful day ahead!” — even though the customer was clearly not happy with the result. This had absolutely nothing to do with her accent and everything to do with her lack of control of the conversation and inability to be proactive.
The second problem, which I see a lot when call centers are involved in taking chats, is that the language is just way too formal and lengthy. In most cases, we as customers just want to get from point A to point B as quickly as possible, without the bubbly attitude and lengthy chat messages.
In short, it shouldn’t take several chat messages just to get to the point where Jane D. breaks the bad news to you that she is unable to help. Instead, I always suggest a more direct approach, such as in this example below:
Jane D: Thank you for contacting Earthlink Live Chat, how may I help you today?
LMO@earthlink.net: I want to cancel my account
Jane D: I’m sorry you want to cancel, but we do require verbal authorization. The quickest way to accomplish this is to call 1-888-xxx-yyyy and press 4, or send a Fax to 888-yyy-xxxx.
Jane D: Please include your account number,email address, your contact information and the reason of the cancellation.
Third, chat agents must under all circumstances maintain control of the conversation: Don’t say you can help — “I will certainly help you in this regard.” — and then in your next virtual breath say — “Here I would like to inform you that, At chat we are limited to give the information…” — which implies you cannot help after all. You can always help, even if you don’t or can’t completely solve the problem. By taking charge and giving the customer the cancellation number, you have helped. You have helped narrowed the list of ways that the customer cannot find the answer, similar to how Thomas Edison found 10,000 ways not to power a light bulb. Don’t ever say that you can’t help with the specific request. It just angers the customer. Let them figure that out on their own, because when you say you cannot help, you hand the control of the conversation off to the customer, and once you lose control, the conversation is going to head in directions that are not going to be good for anyone.
Lastly, I want to address the issue of non-native English speakers and dispel the myth that American customer service cannot be successful outside of the United States. This is an important point for non-native English speakers and customer service managers alike. We happen to be a global company and many members of our development and support team are located in India. “Do the needful” is a very common phrase there. It’s not used because they’re non-native English speakers but because Indian English still consists of a lot of phrases that were common in early 20th century American and British English.
Our engineers take sales and support chats and do an excellent job of doing so. They are successful because they know the product, and they’re successful because we’ve learned that non-native U.S. English speakers, and those who do natively speak English but not American English, can still be very successful in a live chat with proper training. The secret to success, for anyone, whether you’re a native English speaker or not, is to do the following:
Keep it short. Keep it simple.
Solve the problem quickly.
If you can’t solve the problem, refer the customer to another department immediately, or gather information to get the process started. Respect the customer’s time.
Do not ever say you can’t solve the problem, and don’t say it’s not your department… ever! Offer solutions instead, even if they aren’t the optimal solutions. This helps you maintain control of the conversation.
Most importantly, be yourself! It’s okay for the end user to know you’re not an American English speaker. In my experience, the shorter, more direct chats generally are the ones that result in my problem being solved, not the lengthy, overly formal opposites.
Occasional spelling and grammar errors are okay. You’re not writing a published thesis, you’re just solving a problem. Of course, gross errors or very frequent errors will make you look unprofessional, so don’t get too comfortable.
I want to emphasize one of the above points. The longer you postpone the end of the chat, the more likely it is that the customer won’t accept any alternative solutions you offer. The most effective strategy is to strike fast! Immediately refer the user to someone who can help, if you are personally unable to. If you can do that, you’ll have a happier experience on both ends of the conversation. Long, delayed explanations just foster suspicion, distrust, and dissatisfaction.
Our example shows a bad chat with a Native English speaking agent and how that chat could look with a slightly different approach that involves giving chat agents good questions they can ask to help them take control of the conversation.
We love to hear success stories! If you have a success story from following these tips, please let us know in the comments below.
make our live chat software look more like a part of your website, we’ve created an embedded version of the chat window to replace the popup window. Not only does the embedded chat window look like a part of your website, but also it helps your website use a more customer-service, people-oriented approach to dealing with your customers, resulting in increased sales and customer loyalty.
We’ve added the ability for each of your customer service representatives to add a photo or avatar to the chat window, which your customers will see when they interact with your sales or service team.
To add a photo, simply click on the default image in the operator console, browse for an image on your computer, and upload the image. When your customers have a question they cannot find the answer to on your website, they will see and interact with a real person via live chat.
If you are interested in adding the embedded chat window to your website, or would like to start a 30 day free trial and experience the benefits of live chat software, contact us today!
We’re really excited to launch mobile chat for Conversion Support. Why? Because: 1. Mobile chat yields faster response 2. Mobile chat follows people’s online behavior Conversion Support’s entire underlying goal is utilizing live chat to shrink the gap between your customers needs, current or potential, and your business’ response. Mobile chat offers another vector to reach your customers quickly, efficiently and intelligently. Faster response time. Studies in lead response target a five-minute threshold for effective sales leads. Contact leads past that point, and your chances of actually qualifying them drop precipitously. The quicker your inbound sales team reaches leads through chat, the more leads you’ll get. If you’re considering any kind of chat service, you’re probably asking some variation of “How can I
much of your workday on the sales floor. Or you’re in outside sales, you know all about that magic five-minute window, and maybe you don’t even have a desk.
Property managers, contractors, architects: all professionals, frequently working in the field, who’d barely consider chat if it wasn’t mobile. Conversion Support mobile chat was made for you. Ahead of the curve. Global usage share for mobile browsers has been climbing since early 2009, and even more significantly in the past few months of 2011. That’s cool, though not a big deal by itself. But compare that trend to global usage share for desktop browsers:
Usage share for Internet Explorer: Trending steadily downward since mid-2008.
Firefox: Trending downward since late 2010.
Safari: Tepid growth since late 2009.
Of the top five desktop browsers, only Chrome follows mobile browsers’ upward rise.
This represents a huge shift in browser usage share. Or consider findings from Forrester Research, a tech and market research company. They estimate that from 2010 to 2015, tablet ownership is increasing at an annual compound growth rate of 51%. Take 1,000 iPad owners in 2010, and you’re looking at 7,850 owners in 2015. To us, these findings quantify our intuition about people’s online behavior in the coming years—more and more, living and working online will be a mobile behavior—and we’re proud to operate at the edge of that curve. We can’t wait to show you what we’re building.