Live chat support has become an essential part of customer service for businesses of all sizes.
According to a study by Econsultancy, live chat has the highest satisfaction levels for any customer service channel, with 73% of customers reporting positive experiences.
It’s important for businesses to implement best practices for live chat support to maximize customer satisfaction and retain customers.
In this article, we will provide 15 best practices for live chat support that businesses can implement to provide excellent customer service and improve customer satisfaction.
We will also share with you real-life examples, and how to choose the right live chat softwares.
Show empathy towards the customer’s issue and make them feel heard. Use phrases such as “I understand how you feel” or “I can imagine that must be frustrating” to show that you care.
Nordstorm is known for providing excellent customer service, and their live chat support is no exception. They use a conversational tone and personalize greetings to make customers feel valued.
In addition to the 15 best practices discussed above, here are a few more best practices that businesses can implement:
There are many live chat software options available, and it’s important to choose the right one for your business. Here are a few popular options to consider:
SmartSupp: SmartSupp is a popular live chat software that offers a range of features, including canned responses, chat tags, and chat ratings. It integrates with popular CRM software and provides detailed chat analytics.
Elfsight Chat: Elfsight Chat offers features such as chatbots, triggers, and chat history. It also integrates with popular CRM software and provides detailed chat analytics.
Live Chat: Live Chat offers features such as chatbots, canned responses, and chat ratings. It also offers a range of integrations and provides detailed chat analytics.
When choosing a live chat software, consider factors such as ease of use, integration with other software, customization options, and pricing. It’s also important to choose a software that offers excellent customer support to ensure that any issues are resolved quickly.
Implementing best practices for live chat support can help businesses improve customer satisfaction, retain customers, and increase sales.
By using a proactive approach, keeping response time low, personalizing greetings, and using canned messages and chatbots, businesses can provide excellent customer service and improve customer satisfaction.
Additionally, using multiple channels, multimedia, and asking for feedback can further improve the customer experience.
By choosing the right live chat software and following best practices, businesses can provide excellent customer service and differentiate themselves from competitors.