Many Ghanaian businesses now do much of their support in writing: a chat window on a website or app, or a WhatsApp number printed on receipts and delivery bags. Chat feels casual to customers, but as an agent you still need to be professional, quick and accurate. The big difference from phone work is that you may handle two or three conversations at the same time.
Chat manners
- Reply fast with something useful. A first reply within a minute or two shows someone is there, even if you need time to check.
- Keep messages short. Two or three short messages are easier to read on a small screen than one long block.
- Never leave silence. If you are checking something, say so and say how long.
- Use the customer's name and full words. No "pls" or "u".
- One question at a time. Several questions in one message confuse people.
- Confirm before you close. Ask if the problem is solved before ending the chat.
A simple three message pattern
When a customer asks something you need to check, use acknowledge, check, update:
"Hello Mariama, thank you for your message. I am sorry your order has not arrived." "Let me check the delivery status for you. This will take about two minutes." "Thank you for waiting. Your order left our Tamale store this morning and the rider will reach you before 4pm today."