How should you communicate when attempting to build rapport through chat?

Using personal pronouns frequently is effective in building rapport during chat interactions because it creates a more personalized and conversational tone. By using "I," "you," and "we," the conversation feels more direct and relatable, making the customer feel valued and recognized as an individual. This approach fosters a sense of connection and engagement between the representative and the customer, encouraging a more positive interaction.

Personal pronouns help to establish a collaborative feel in the communication, enhancing the customer's experience. This can lead to increased trust and satisfaction, as they perceive the agent as more approachable and invested in addressing their needs.

On the other hand, being excessively brief can come across as dismissive, using complex language may confuse the customer or create a barrier, and lengthy exchanges can overwhelm or frustrate them. Therefore, the use of personal pronouns strikes the right balance in engaging effectively with customers during chat interactions.