Writing skills for customer chat

5 Writing Skills You Need to Chat with Customers

Over 70% of modern customers prefer to communicate with businesses and arrange appointments via chats rather than phone calls. So if you use web chats to attract new clients to your small business or medical practice, you are moving in the right direction.

Today, we will talk about the writing skills you need to chat with your customers like a pro. Let’s get started!

Emphatic writing

Your customers are real people who are dealing with real-life problems and feelings. If you want to win them over, you should master the art of empathy and leverage it in your writing. Once you show your customers that you understand their thoughts and feelings, they will become more loyal to your small business.

Let’s consider an example. Imagine you own a dental clinic. A patient has just informed you that his tooth is broken. How will you react to his message?

Here is an example of a non-empathetic answer:

“A broken tooth is not a problem! Our dentists are true professionals, and they can fix it with ease!”

Why is this answer a bad one? A patient is worried about his tooth, and he wants his feelings to be acknowledged. When you say that his problem is “a non-significant one”, you invalidate his feelings, and that affects further communication.

Now let’s take a look at an answer that shows empathy:

“Oh, I’m sorry about that! Our dentist will do their best to fix it.”

Writing skills

Basically, both messages express the same idea. But patients perceive them differently. The second message has higher chances to make a good first impression on the customer and boost loyalty.

Persuasive writing skills

When it comes to chat marketing, persuasive writing skills play an important role. Do you want people to buy from you and use your services? Find the right words to convince them that your product is the only product in the market that perfectly fits their needs. Here are a few tips for you:

  • Describe the problem that your customer is currently experiencing, and then explain how your product can help solve this problem.
  • Ask rhetorical questions like “Do you want to solve X problem?” or “Are you tired of working on Z task?”
  • Express your ideas in a clear and concise manner. Don’t jump from one topic to another.
  • Finish your chat message with a call to action. Invite customers to “place an order”, “make an appointment”, or complete any other actions.

Is persuasive writing not your cup of tea? If so, you can do the same thing as college students do when assigned to write a persuasive essay. You can pay someone to do my assignment – you can hire a professional writer to create perfect message templates that you will further use for marketing purposes.

Brevity in writing

Modern customers don’t have time to read long text messages. They don’t like to be asked too many questions. Therefore, if you want to boost the effectiveness of chat marketing, you should harness the power of brevity in your writing.

What does it mean? It means you should learn to formulate your ideas using short phrases and sentences. Your main task here is to express ideas as clearly as possible while using as few words as possible. Here are a few rules to follow:

  • Think before you write. Formulate the message in your head first, and only then start typing the text.
  • Don’t use lengthy sophisticated words and phrases where simpler words can be used. For instance, write the word “use” instead of “utilize” or “decide” instead of “making a decision.” 
  • Keep your texts short. Ask one question or present one idea at a time. 

Brevity helps to decrease typing time and boost communication. If you struggle to master the art of brevity in writing, find dissertation writers for hire and learn from them. Proficient writers know how to create short yet compelling text fast and without much effort. Experts will teach you the basics, so you will be able to apply new skills to improve the customer chat experience.

Perfect grammar skills

Poor grammar is an enemy of effective texting. When customers spot mistakes and typos in the messages, they start doubting the credibility of the business. Why? Because bad grammar is associated with scammers and services of low quality.  

The only customers who don’t really care about grammar rules and word spellings are young people under 24 years old. They treat texting differently than older generations. They use lots of emojis and texting acronyms, and they don’t pay much attention to mistakes.

Regardless of how old your target audience is, you should put effort into improving your grammar skills. You should identify your common mistakes and work on them.

Also, you should consider using online grammar checkers. There are many AI-powered tools out there that can help you detect your mistakes and typos while you are typing. If you are not an English native speaker, these tools are a must-use for you.

Politeness and friendliness 

When you chat with your customers, you shouldn’t forget about the common pitfalls of online communication:

  • The tone of conversation might be misinterpreted. 
  • Misspelled words and phrases, as well as other grammar mistakes, may lead to message misinterpretation.
  • The lack of non-verbal symbols may cause miscommunication. You can’t see the person you chat with, so you can’t read his/her facial expression. In some cases, it’s challenging to understand from texts whether the customer is angry, happy, or simply excited.

Do you want your customers to always get your texts right? Make sure to keep your tone of voice polite and friendly. Be mindful about the wording, and avoid using words that have multiple meanings.

Wrapping up

Your writing skills define the effectiveness of chat marketing and communication with customers. The more skillful you are at writing short texts, the more likely you will engage new clients and grow your business.

We hope this article will help you make the first step and improve your skills.

Nicole Garrison

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