23 February 2022 | 1712 views

The Fun Side Of Live Chat

The Fun Side Of Live Chat

Live chat integration doesn’t have to be dull. In fact, with a little inventiveness and creativity, it can be a lot of fun!

If you think that live chat has to be incredibly serious all the time, then think again. Both businesses and customers can have a lot of fun with it, and offer better services in the process.

Take Netflix’s customer service rep Michael, for instance.

For Michael it was just an ordinary shift. He was responding to customer queries about Netflix services, trying to get people up and running and give them the experiences they’d been promised.

Then a man called Norman chatted via the customer service app. The conversation started ordinarily enough:

“Hi,” said Norm. “I have a problem to report.”

However, on seeing the word “report,” Netflix’s Michael suddenly went into full-blown Star Trek mode.

“This is Cpt. Mike of the good ship Netflix. Which member of the crew am I speaking with today?”

Immediately sensing a fellow Trekkie, Norm responded in kind.

“Greetings, Captain. Lt. Norm here. Engineering has a problem to report.”

“What seems to be the problem,” Cpt. Mike asked?

“Visual displays are erratic, sir,” Lt. Norm continued, “Season 5, episode 13 of Parks and Recreation is behaving oddly.”

As the conversation continued, both men played their roles: Michael as the senior advisor, and Norman as a stressed out member of the engineering crew.

Eventually, Michael resolved Norman’s problem, but what made the conversation interesting was how light-hearted it was.

“At five minutes of operation, the visual creates a temporal loop and nearly three seconds of footage repeat over and over again,” said Norman. “Our ship seems to be immune to the effect, as our lives are not repeating.”

In response, Michael said, “LT I told you, no watching Netflix while we sail through the Bermuda Triangle” to which Norm replied, “damn it, I’m an engineer, not a navigator.”

Start your free web chat integration trial with Click4Assistance today.

The lesson from this exchange, now posted on Reddit, is that it’s critical to go with the flow. If a customer takes the lead and wants to role play, go with it. It’s sometimes what they want.

In this case, Norm was happy. Captain Michael indulged his role-playing and solved his problem at the same time. It wasn’t just a terse conversation between a grumpy customer and a stressed out rep. It was just two people having fun. 

Of course, pretending that you’re the captain of a ship every time you interact with a customer probably isn’t going to do your business any favours. But if there are opportunities to lighten the mood occasionally, take them. If you notice customers talk to you in a certain way, indulge them. Let them see your human side. Don’t be afraid to make pop-culture references where appropriate.

At the end of the conversation, Norman rated his experience with Michael highly. What’s more, the role-playing countered any negative feelings. Even though he wasn’t able to watch his favourite Netflix show, going to customer support was just fun.

Popular Blogs

4 Sep 2018

The Ultimate Guide To Live Chat Software

Everything You Need To Know About Live Chat Software Integration And Why You Need It

Read more
4 Oct 2013

Click4Assistance UK Software Provider Partners with Largest UK Furniture Retailer

Click4Assistance is proud to announce it has recently integrated its innovative live chat software into the existing website of largest UK home retailer Harveys Furniture.

Read more
7 Jun 2018

Norfolk County Council Offers Chat as Another Contact Method for Residents

Norfolk County Council approached Click4Assistance in March 2017 with their requirements to add chat to website. After going through the procurement process, a few organisational shifts in project managers and tweaks to their chat configuration, the Council was ready to unveil their new communication channel to residents in January 2018.

Read more

Find out more

Live chat dashboard with chat window example

Live chat

Learn how live chat can help empower your organisation.

Find out more
Coni chatbot live chat support Arti AI for live chat business support

Chatbots & AI

Learn how chatbots and AI can help you engage with your audience.

Find out more
integrated omnichannel communications

Omnichannel

Connect with your audience using multiple omnichannels.

Find out more

Discover more

Want to see how live chat can work for your organisation?

See examples of web chat and chatbot implementations for your industry. Be inspired by how other companies in your sector use live chat!

Download web chat and chatbot examples for your industry

Embrace new ways of engaging with your audience!