Scaling a global business means your live chat widget is buzzing 24/7 with inquiries from every corner of the world. But while live chat software is standardized, human behavior is not. A real-time support strategy that feels snappy and efficient to a customer in New York might feel incredibly rude to a customer in Japan. When it comes to instantaneous, text-based communication, international customer support requires a sharp understanding of customer support psychology. Because you lack voice inflections and facial expressions, cultural differences in customer expectations become amplified through the glowing text on a screen. If you want to master international support in a live chat environment, here are the cultural shifts in customer psychology your agents need to navigate.
Continue reading
