Live chat is a very effective way to communicate with people, but it’s not the same as having a normal voice conversation. So you need to be sure that you explain yourself as clearly as possible.

This is particularly important if you are working in a field with lots of technical jargon and confusing terminology. A great way to ensure you are understood is to use the principle of Structured Explaining.

There is no visual feedback in text chat, and there is no way to communicate nuance in the way you can with a voice call. Structured Explaining provides a method to keep things clear and simple to understand. 

This system is based on the idea that processing fluency—the ease with which we understand something—increases if data has a clear structure. In fact, structuring information helps us remember things 40% better. For example, when trying to remember a phone number, it’s hard to remember a long sequence of digits, such as:

0616848617

But if you break the number down into manageable chunks, it’s much easier to commit to memory:

06-1684-8617 

Here are three simple structures you can use to explain things in an easy-to-understand way.

This communication structure works very well in live chats and tells people what they need to know. You explain the current situation (what?), what that means for them (so what?), and what the outcome will be (what now?)

Here’s an example of how to use this:

What? We are upgrading our software to a new, improved version.

So what? The new version is faster, is easier to use and has more features.

What now? As an existing customer, you will get a free upgrade to the new version.

If you get used to using this method in your chats, you will find it much easier to engage with visitors. They will get a clearer picture of what’s going, how it affects them, and where they fit into the process. Most of the time, that’s all they need to know!

Another structure that can work well is problem-solution-benefit. This works particularly well if you are conducting sales chats but can be used in other circumstances, too.

In this method, you explain an issue that may affect the customer, then talk about a product that solves this problem. Next you clarify what this means in terms of benefits, advantages, and outcomes.

Here’s an example of how this might work in a sales chat:

Problem: Even bottled water has many impurities in it.

Solution: Our Water Purifier X removes 99% of impurities from water.

Benefit: You and your family get to enjoy pure water that’s great for your health. 

This structure can not only be used to increase sales but also to reduce refunds and complaints. It’s an easy way to explain what your company’s products are about and what happens when you use them. 

The past-present-future structure is another option that’s easy to understand and use. It’s great for use when talking about new products and services. A conversation using this method might go like this:

Past: We found that many people struggled to manage their monthly expenses.

Present: So we created a new app that allows you to keep track of expenses with just a few clicks. 

Future: This means you’ll never have to worry about losing track of your money again. You’ll always know exactly how much you are spending.

You can mix and match all three methods of structured explaining when chatting with visitors. Choose the right one for each conversation, and customers will love how clearly you express yourself!