28 September 2017
Too Many Words? Streamline Communication with Live Chat Software
Words are an important aspect of our lives; we are surrounded by thousands of words a day, even in just an hour! Sometimes it can be difficult to comprehend a paragraph of text or something someone has just said if we are already processing a large amount of information.
Did you know?
- A Pangram sentence is one that contains every letter in the alphabet of the specified language, e.g. the quick brown fox jumps over the lazy dog.
- The longest word in the English language is Pneumonoultramicroscopicsilicovolcanoconiosis (type of lung disease caused by inhaling ash and dust.)
- The shortest word in the English language is ‘I’; it is also the oldest and most commonly used.
- Ambigrams are words that read the same when viewed from another perspective, such as SWIMS, when turned upside down it still reads as SWIMS.
- Underground is the only word in the English language that begins and ends with ‘und’
Now that your brain is trying to comprehend these facts whilst continuing to read, why not consider how many words your customers have had to process before they contact you with their enquiry. Prior to you arriving at work and conversing with the customer, the morning could have consisted of:
- Viewing information on a mobile device, such as news, message from friends and family or scrolling through social media platforms
- Hearing the spoken language via the radio or video media during the commute
- Engaging with others including family, colleagues and members of the general public
All these actions will have customers’ brains processing at least 100 words, some with greater importance than others. Therefore when they enquiry with your business, you will need to help cut through all the noise and provide information in a simple format, helping them obtain and understand the information easily.
Cut Through the Noise
Live chat provides a quick way for your customers to ask questions, they can get a full transcript of the interaction, therefore not needing to take notes as they would during a phone call.
The written word is easier to understand than the spoken word, as a text based communication channel live chat reduces any barriers such as language or technical buzzwords. Straight away the visitor can identify that they don’t understand and ask for clarification, rather than stumbling over the pronunciation of a word or sentence.
To help the visitor to digest the information, representatives should send their replies in short sentences. Reading large quantities can make visitors skip words or not comprehend what is being conveyed, as they not breaking it down whilst reading.
When enquiring about a subject that the individual has no or very little knowledge about, it can make it difficult to understand the first time around.
For example, if someone gave you a guide on how to do something complicated, such as brain surgery, you may not have necessarily have the expertise to perform it, however you can start to comprehend how to do it if it’s broken down step by step.
Live chat isn’t brain surgery, but your company needs to ensure that your words are important to the customer and that they stand out from the rest of the information your customers will be processing.
For more information on how to implement the best live chat on your website and provide a simple but effective communication channel, give our team a call on 01268 524628 or email firstname.lastname@example.org.
You’ve just read a 600 word blog and I bet you are still trying to pronounce Pneumonoultramicroscopicsilicovolcanoconiosis!
Words are important, make them count!