How to turn dead air into an engaging customer experience

March 8, 2018 | Business Management
man talking on phone

Transform your customer interactions with friendly chat while information loads

Today’s attention spans are shorter than ever. During your customer service or sales calls, silence lasting longer than three seconds could cause your customer to become disengaged or even frustrated with waiting. What’s more, you’re missing a great opportunity to build rapport.

The good news is that avoiding dead air on calls is as easy as asking a question. Liveops agent Dalal suggests asking the customer about just about anything:

  • Ask how their day is going
  • Ask about the weather in their area
  • If you hear kids or pets in the background, ask about them
  • Follow up with more questions about their answers

Keep the human connection while you work from home 

For example, if you learn that it’s snowing where they are, ask the customer what they like to do when it’s snowy. Do they stay inside and read, or head out to ski or snowshoe? Do they do that alone or with their family? How old are their kids? You can also ask how long they’ve lived where they are, if there are any good restaurants there, if they travel often, and more.

Carissa, an agent from Virginia, also recommends keeping the customer up to speed on what you’re doing. Let them know you are looking up an answer, checking their account, or waiting for something to load. This assures your customer that while you’re enjoying a pleasant conversation, you’re also working to help them with their question or problem as quickly as possible.

By chatting with your customer until the information you’re waiting on has loaded, you’re providing the kind of warm, friendly service that Liveops agents are known for. In fact, it’s one of the reasons companies choose to work with Liveops!

You’re also creating the opportunity to brighten their day (and your own) by making a real human connection. With this little bit of conversation, you might be surprised by how quickly the time passes.

Are you ready to make a difference in a caller's day? Learn how to become a Liveops agent.

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Rachel Goldschmid

Rachel Goldschmid works in agent engagement at Liveops. She is passionate about fostering community within the Liveops Nation both online and in person.