As you know in a traditional call center, you cannot hear a customer's tone over live chat. What are some of the cues that you can look for over live chat to know how a customer is feeling?
Submitted by: Muhammad
Well, you can watch out for an ellipsis (…); that to me seems like an indicator that the customer is waiting for you to say something (when standing alone), or that they're hesitant in some respect (when at the end of a sentence). If a customer responds in all capital letters they are probably very upset. How they use exclamation marks and smiley faces can also be telling of satisfaction levels.
Submitted by: Muhammad
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