6 Best Practices for Live Chat


Live Chat is distinct from other customer service channels due to its ability to offer real-time support to more than one customer at a time. It is fast and delivers the highest satisfaction (73%) than any other form of customer service.

Here are a few best practices that can help you make efficient use of Live Chat.

  1. Prompt service

60% of customers hate having to wait for more than a minute to get a response and may exit the chat. So, promptness in responding to customers is key. Your Live Chat needs to be customized to send automatic greeting messages each time a customer contacts an agent. Using canned messages for standard responses can facilitate faster communication. Also, using features like visitor footprint that show which pages a customer has visited before initiating contact will enable agents to understand and respond faster to customers.

2. Make use of opportunities to upsell

Train agents to make use of opportunities to upsell at the end of a Live Chat conversation. For example, if a customer has displayed interest in a specific product, inform the customer of an ongoing sale or a discount code related to the purchase of the product. Ensure agents are well-informed regarding product features to readily answer any question the customer may have. This encourages the customer to make the purchase without having to compare prices or product features.

3. Integrate Live Chat with CRM

Integrating Live Chat with CRM empowers agents to provide intuitive customer service. They can review the customer’s order history and recent chat communications to familiarize themselves with issues the customer has had in the past. This improves call handling efficiency while delivering optimal service and building rapport with customer.

4. Keep your chat window customer-friendly

Your chat window should be designed for ease of use and customer convenience. When you initiate the conversation, customers should have the option to accept or reject or even exit from an ongoing communication. Customers should also be provided with a transcript at the end of every session which may be used to facilitate any future communications related to the same issue.

5. Optimize the chat queue

Distribute chat requests evenly so that no single agent is overwhelmed, as this may affect the quality of their responses and lead to a negative customer experience. Sometimes there may be an influx of chat requests causing customers to wait longer than usual before an agent can assist them. In such cases, it helps to display scripts covering common questions asked by customers. This keeps the customer engaged and, in some cases, may even resolve the customer’s problem.

6. Proactive chat

Automate your chat process to reach out to customers when you detect they need help. For example, visitors to your FAQs, help or product information page can be proactively invited to a chat conversation. Customize your messages depending on the page the customer is viewing.

Live Chat option should be easily available to customers on all pages of your website, particularly on the sales and returns page. You can personalize the chat windows to carry your company logo and colors for a more professional look.

83% customers prefer having some form of live support while making a purchase. Live Chat can help you to reach out to such customers and encourage conversions.

Article written by

He has been a proponent of business education, investing, a self-help author and a motivational speaker. He operates on her own blog and he speaks up on whatever that comes to his mind about finance, business, investment, mortgage renewals. With various real-estate investments, he retired at the age of 52. But he still continues to operate external business ventures and various investments.

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