15 Live Chat Best Practices for Customer Support

Updated: March 18, 2023

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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.

15 Best Practices for Live Chat Support

1. Use a Personalized Greeting

Begin your conversation with a friendly and personalized greeting to make the customer feel welcomed and valued. Use the customer’s name if possible.

2. Respond Quickly

Customers expect quick responses when they use live chat. Aim to respond within a few seconds of receiving the message to show that you value their time and are attentive to their needs.

3. Use Clear Language

Use clear and concise language to ensure that your message is easily understood. Avoid using technical jargon or complicated language that could confuse the customer.

4. Be Empathetic

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.

5. Provide Solutions

Offer solutions to the customer’s issue instead of just acknowledging the problem. Provide step-by-step instructions or links to helpful resources that can assist the customer.

6. Use Positive Language

Use positive language and avoid negative language that could escalate the situation. Instead of saying “I can’t do that,” try saying “I’ll do my best to help you find a solution.”

7. Multi-Tasking

Multi-tasking is important when handling multiple chat conversations simultaneously. Make sure to respond to each customer quickly and efficiently while maintaining quality and attention to detail.

8. Active Listening

Active listening is a crucial component of live chat support. Repeat the customer’s issue back to them to ensure that you understand their concern and ask follow-up questions to clarify any confusion.

9. Be Proactive

Anticipate the customer’s needs by suggesting additional resources or asking if there is anything else you can help with. This shows that you are proactive and care about their experience.

10. Be Patient

Customers may be frustrated or upset, and it’s important to remain patient and understanding. Avoid rushing them or cutting them off and take the time to fully understand their concerns.

11. Avoid Scripts

Avoid using canned responses or scripts, as they can sound robotic and impersonal. Instead, focus on creating a genuine connection with the customer.

12. Keep the Conversation on Track

Keep the conversation focused on the customer’s issue and avoid getting sidetracked by unrelated topics. This helps to ensure that the customer’s issue is resolved quickly and efficiently.

13. Keep the Tone Conversational

Keep the tone conversational and friendly, but still professional. Avoid using emojis or slang that could come across as unprofessional.

14. Be Available

Make sure to be available during business hours and clearly communicate your availability to customers. This helps to establish trust and reliability with your customers.

15. Ask for Feedback

After the conversation has ended, ask the customer for feedback on their experience. This shows that you value their input and are committed to continuous improvement.

Real-life Examples of Businesses That Have Successfully Implemented Live Chat Best Practices

Here are a few real-life examples of businesses that have successfully implemented best practices for live chat support.

1. Nordstorm

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.

2. Toys”R”Us Singapore

Toys”R”Us Singapore uses proactive chat invites to offer help to customers who have been on the website for a certain amount of time. This approach has helped them improve their customer satisfaction rates.

3. HubSpot

HubSpot uses chatbots to automate simple queries and free up support agents’ time to focus on more complex queries. This has helped them improve their efficiency and provide faster support to customers.

Additional Live Chat Best Practices

In addition to the 15 best practices discussed above, here are a few more best practices that businesses can implement:

Use chat transcripts: Use chat transcripts to keep track of customer queries and provide better support in the future.
Monitor chat conversations: Monitor chat conversations to identify areas for improvement and provide feedback to support agents.
Use chat analytics: Use chat analytics to track metrics such as response time, chat volume, and customer satisfaction rates to identify areas for improvement.

Choosing the Right Live Chat Software

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.

Need Help Finding the Best Live Chat Software for your Business?

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.