{"id":132,"date":"2021-10-13T09:00:00","date_gmt":"2021-10-13T09:00:00","guid":{"rendered":"https:\/\/chatsupport.co\/blog\/?p=132"},"modified":"2024-07-08T10:41:55","modified_gmt":"2024-07-08T10:41:55","slug":"live-chat-best-practices","status":"publish","type":"post","link":"https:\/\/chatsupport.co\/blog\/customers\/live-chat-best-practices\/","title":{"rendered":"10 Essential Live Chat Best Practices for Excellent Customer Support"},"content":{"rendered":"\n<p><br><\/p>\n\n\n<figure class=\"wp-block-post-featured-image\"><img loading=\"lazy\" width=\"2560\" height=\"1280\" src=\"https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/10\/live-chat-best-practices-scaled.jpeg\" class=\"attachment-post-thumbnail size-post-thumbnail wp-post-image\" alt=\"A cartoon live chat support system window depicting live chat best practices.\" decoding=\"async\" style=\"object-fit:cover;\" srcset=\"https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/10\/live-chat-best-practices-scaled.jpeg 2560w, https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/10\/live-chat-best-practices-300x150.jpeg 300w, https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/10\/live-chat-best-practices-1024x512.jpeg 1024w, https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/10\/live-chat-best-practices-768x384.jpeg 768w, https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/10\/live-chat-best-practices-1536x768.jpeg 1536w, https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/10\/live-chat-best-practices-2048x1024.jpeg 2048w\" sizes=\"(max-width: 2560px) 100vw, 2560px\" \/><\/figure>\n\n\n<h2 class=\"wp-block-heading\">What is Live Chat?<\/h2>\n\n\n\n<p>Live chat refers to a real-time online communication channel that can be used to connect with prospective and current customers. With <a href=\"https:\/\/chatsupport.co\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">a live chat widget<\/a>, your ecommerce business can:&nbsp;<\/p>\n\n\n\n<ul>\n<li>Welcome and support inbound leads<\/li>\n\n\n\n<li>Answer customer questions and inquiries<\/li>\n\n\n\n<li>Resolve any customer complaints or issues with a proactive chat before it escalates<\/li>\n\n\n\n<li>Provide information on pricing, hours, services, and more<\/li>\n\n\n\n<li>Connect with your customers on a human level<\/li>\n<\/ul>\n\n\n\n<p>In short, live chat provides a convenient and simple way for your support team to give customers the <a href=\"https:\/\/chatsupport.co\/why\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">help and attention they need<\/a>. And while that may be simple enough, it\u2019s a lot more challenging to implement a near-perfect live chat experience 100% of the time.&nbsp;<\/p>\n\n\n\n<p>But we can try. In this article, we\u2019ll take a look at the benefits of live chat and top 10 live chat best practices you should follow to provide an excellent customer experience.<br><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Why Should My Business Utilize Live Chat?<\/h2>\n\n\n\n<p>Not sure investing in live chat is right for your company? There are several reasons why it\u2019s worth using:<\/p>\n\n\n\n<ul>\n<li><strong>Customers prefer it: <\/strong>Did you know that globally, live chat has an <a href=\"https:\/\/static1.statista.com\/statistics\/818590\/customer-satisfaction-rate-with-live-chat-worldwide\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">83.1% customer satisfaction rate<\/a>? This puts it ahead of phone support and social media support. Website visitors and customers alike love an omnichannel support system, and live chat is the cherry on top.<\/li>\n<\/ul>\n\n\n\n<ul>\n<li><strong>Resolve customer problems right away:<\/strong> Live chat allows your business to answer the most common questions instantly.<\/li>\n<\/ul>\n\n\n\n<ul>\n<li><strong>Personalize your brand\/give your brand a voice:<\/strong> Using scripts, chat etiquette, and\/or <a href=\"https:\/\/chatsupport.co\/how-it-works\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">humans in your live chat<\/a>, you establish a brand voice to help you stand out from the crowd. This helps your business appear more personable, accessible, and connection-oriented.<\/li>\n<\/ul>\n\n\n\n<ul>\n<li><strong>Improve your overall customer satisfaction:<\/strong> Chat support enables customers to get their issues resolved without having to make phone calls or wait for email replies. What does this all boil down to? It\u2019s simple: Fast response times make for happy customers.<\/li>\n<\/ul>\n\n\n\n<ul>\n<li><strong>Multifunctional: <\/strong>Not only does live chat help with customer satisfaction and retention, it can cross-function as means to reduce cart abandonment and even present upsell opportunities.<\/li>\n<\/ul>\n\n\n\n<ul>\n<li><strong>Positively impact your bottom line:<\/strong> Live chat is more cost-effective than phone support. (In fact, live chat costs companies approximately <a href=\"https:\/\/99firms.com\/blog\/live-chat-statistics\/#gref\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">15-33% less<\/a> than phone support.) Not only do you save on the toll-free number costs, but reps can multi-task with several chats at the same time. This means they can <a href=\"https:\/\/chatsupport.co\/benefits\/increase-sales-conversions-live-chat\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">handle more tickets<\/a>, improving productivity and your return on labor investment.<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">10 Live Chat Best Practices to Follow<\/h2>\n\n\n\n<ol>\n<li>Ask the customers for their feedback about the chat experience<br><br><\/li>\n\n\n\n<li>Place your live chat window strategically<br><br><\/li>\n\n\n\n<li>Pay attention to grammar and spelling<br><br><\/li>\n\n\n\n<li>Don\u2019t be too robotic or impersonal<br><br><\/li>\n\n\n\n<li>Respond to all inquiries in a timely manner<br><br><\/li>\n\n\n\n<li>Don\u2019t end a chat too early<br><br><\/li>\n\n\n\n<li>Track life chat metrics<br><br><\/li>\n\n\n\n<li>Make sure you have a live chat window on every important page<br><br><\/li>\n\n\n\n<li>Give accurate timeframes<br><br><\/li>\n\n\n\n<li>Don\u2019t forget the human aspect<\/li>\n<\/ol>\n\n\n\n<p><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">1. Ask the customers for their feedback about the chat experience<\/h3>\n\n\n\n<p>At the end of every chat, give customers the chance to rate their experience and provide feedback with chat surveys. You don\u2019t have to make it complex. Keep it as simple as a short survey with ratings like \u201cExcellent,\u201d \u201cAverage,\u201d or \u201cPoor\u201d and match them with appropriate emoticons. Or, you might ask a series of very simple questions that require just a few minutes to answer. Here are few sample questions your live chat agents can use to gauge the success of a chat experience:&nbsp;<\/p>\n\n\n\n<p><\/p>\n\n\n\n<figure class=\"wp-block-table aligncenter\"><table class=\"has-fixed-layout\"><thead><tr><th class=\"has-text-align-center\" data-align=\"center\"><strong>Yes\/No Questions<\/strong><\/th><th class=\"has-text-align-center\" data-align=\"center\"><strong>Short-Answer Questions<\/strong><\/th><\/tr><\/thead><tbody><tr><td class=\"has-text-align-center\" data-align=\"center\"><\/td><td class=\"has-text-align-center\" data-align=\"center\"><br><br><\/td><\/tr><tr><td class=\"has-text-align-center\" data-align=\"center\">Would you recommend our service\/products to your friends and family?<br><br><\/td><td class=\"has-text-align-center\" data-align=\"center\">How did you find your live chat experience to be?<br><br><\/td><\/tr><tr><td class=\"has-text-align-center\" data-align=\"center\">Did you experience satisfactory customer service today?<br><br><\/td><td class=\"has-text-align-center\" data-align=\"center\">What could we improve upon for our next live chat experience?<br><br><\/td><\/tr><tr><td class=\"has-text-align-center\" data-align=\"center\">Did the chat support agent provide quick and helpful support to you?<br><br><\/td><td class=\"has-text-align-center\" data-align=\"center\">How long did it take for us to answer your question or resolve your issue?<br><br><\/td><\/tr><tr><td class=\"has-text-align-center\" data-align=\"center\">Would you return to our business and use our service\/product again?<br><br><\/td><td class=\"has-text-align-center\" data-align=\"center\">What were the reasons you reached out to a live chat support agent?<br><br><\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p><\/p>\n\n\n\n<p>This feedback can help you gauge how well your agents are working to meet the needs of visitors and fine-tune your chat support moving forward.&nbsp;<\/p>\n\n\n\n<p>Just be conscious that open-ended questions are harder to quantify for feedback.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<p><strong>Pro-tip: <\/strong>You can also leave a text box for optional additional thoughts or follow up with customers via email (just make sure you provide a copy of the chat session transcript!).<\/p>\n\n\n\n<p><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2. Place your live chat window strategically<\/h3>\n\n\n\n<p><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" loading=\"lazy\" width=\"419\" height=\"676\" src=\"https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2022\/03\/unnamed-7.png\" alt=\"ecommerce live chat support\" class=\"wp-image-440\" srcset=\"https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2022\/03\/unnamed-7.png 419w, https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2022\/03\/unnamed-7-186x300.png 186w\" sizes=\"(max-width: 419px) 100vw, 419px\" \/><\/figure><\/div>\n\n\n<p>To improve your customer and user experience with <a href=\"https:\/\/chatsupport.co\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">live chat software<\/a>, make sure it&#8217;s placed in an optimal position. For example, you might place your live chat window on the bottom right-hand corner of the page. This is to ensure you don\u2019t block any critical information or navigation links that your customers need to see otherwise.<\/p>\n\n\n\n<p>Alternatively, you can use a small, but brightly colored chat button to open the chat window when someone clicks on it. If you choose to have a small button, ensure it\u2019s clearly visible. The button should catch customers\u2019 eyes without them needing to scan the entire page to find it.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3. Pay attention to grammar and spelling<\/h3>\n\n\n\n<p>While this is obvious, it\u2019s easy to make spelling errors when you\u2019re not careful. Checking grammar and spelling is especially important when using a live chat feature with humans behind the screen.&nbsp;<\/p>\n\n\n\n<p>Grammar errors and typos are a quick way to compromise your business\u2019 professionalism and brand. (In fact, customers will spend <a href=\"https:\/\/www.prweek.com\/article\/1579588\/sharpen-writing-skills-pr-pros-typos-turn-off-customers-high-rate\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">8% less time on websites<\/a> with spelling mistakes and grammar errors.) This can extend to all live chat correspondence.&nbsp;<\/p>\n\n\n\n<p><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">4. Don\u2019t be too robotic or impersonal<\/h3>\n\n\n\n<p>Even though you can use pre saved replies, it&#8217;s important to keep your chat correspondence light, friendly, and, above all, human. Speaking naturally is the goal\u2014and that requires using real people, rather than an AI chatbot. Natural and personal conversations are what deliver the most human experience and connection.<\/p>\n\n\n\n<p>Here are some other tips you can use to ensure your chats don\u2019t come off as too robotic:&nbsp;<\/p>\n\n\n\n<ul>\n<li>Use the customer\u2019s first name when greeting them.<\/li>\n\n\n\n<li>Recall any past experiences you might have had with this customer (if they\u2019re a returning visitor).<\/li>\n\n\n\n<li>Throw in the use emojis and casual (but not inappropriate) language.<\/li>\n\n\n\n<li>Ask about their sales preferences and interests.<\/li>\n\n\n\n<li>Use an appropriate icebreaker to get to know them a little better.<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<p><strong>Pro-tip: <\/strong><a href=\"https:\/\/chatsupport.co\/integrations\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Connect your live chat<\/a> workflow to your customer relationship management (CRM) software. Take a few moments pre-chat to look over the notes in the account. Personalize your chat conversations based on this information and deliver the most tailored correspondence!&nbsp;<\/p>\n\n\n\n<p><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">5. Respond to all inquiries in a timely manner<\/h3>\n\n\n\n<p>One study found that the average first agent <a href=\"https:\/\/www.helpscout.com\/blog\/live-chat-statistics\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">response time was 46 seconds<\/a>. While your live chat agents might not meet this standard every single time, it\u2019s imperative that they act with some urgency. Set a target time for your agents to respond within 1-2 minutes or less.<\/p>\n\n\n\n<p>Customers expect <a href=\"https:\/\/chatsupport.co\/features\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">real-time chat<\/a> to mean they\u2019ll receive a response in <em>real-time<\/em>. This means all live chat support agents should be able to respond to customers in a timely manner instead of leaving customers waiting for hours or even days without a response (as is sometimes the case with email).&nbsp;<\/p>\n\n\n\n<p><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">6. Don\u2019t end a chat too early<\/h3>\n\n\n\n<p>Live chat provides real-time support, so that means your customer service agents need to remain with customers until the problem is solved or escalated to the next department. Customers may expect a fast response, but that doesn\u2019t mean they want to be cut off before they\u2019re <em>satisfied<\/em> with the resolution.<\/p>\n\n\n\n<p>It\u2019s one thing to provide a solution or answer their question, it\u2019s another to fully ensure that the customer is completely satisfied. For example, you might answer one question about hours of operation and end the chat while the customer needs to ask a follow-up question about location and services.<\/p>\n\n\n\n<p>To ensure that your team members don&#8217;t do this, you can take advantage of a live chat script with canned responses and a few different templates of conversation flows. This may help with fully rounding out a conversation and ensuring a customer\u2019s dynamic needs are met.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">7. Track live chat metrics<\/h3>\n\n\n\n<p>You can&#8217;t have flawless live chat performance unless you\u2019re consistently monitoring customer service metrics. With the right metrics in place, you can easily compare your team\u2019s productivity to your defined key performance indicators and take action if and when necessary.&nbsp;<\/p>\n\n\n\n<p>Consider these KPIs:<\/p>\n\n\n\n<ul>\n<li><strong>First Response Time (FRT): <\/strong>This is the <a href=\"https:\/\/www.geckoboard.com\/best-practice\/kpi-examples\/first-response-time\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">amount of time<\/a> it takes for one of your support agents to respond to a customer inquiry.&nbsp;<\/li>\n\n\n\n<li><strong>First Contact Resolution (FCR):<\/strong> <a href=\"https:\/\/www.bmc.com\/blogs\/first-contact-resolution-for-improved-customer-satisfaction\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">This metric<\/a> is the percentage of incoming requests that are successfully resolved or closed during the <em>first <\/em>interaction with the customer.&nbsp;<\/li>\n\n\n\n<li><strong>Number of Chats: <\/strong>This measures the number of queries received within a certain period of time. It could be a day, a week, a month, or even longer if necessary. It&#8217;s best to create corresponding tags for each type of chat, such as: open, unassigned, missed, on hold, or resolved.<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">8. Make sure you have a live chat window on every important page<\/h3>\n\n\n\n<p><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" loading=\"lazy\" width=\"512\" height=\"509\" src=\"https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2022\/03\/unnamed-4.png\" alt=\"ChatSupport - customer service with live chat\" class=\"wp-image-421\" srcset=\"https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2022\/03\/unnamed-4.png 512w, https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2022\/03\/unnamed-4-300x298.png 300w, https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2022\/03\/unnamed-4-150x150.png 150w\" sizes=\"(max-width: 512px) 100vw, 512px\" \/><\/figure><\/div>\n\n\n<p>It&#8217;s not necessary to place your live chat windows on every single page of your site. Instead of overwhelming your customers and having your chat windows come across as popups, focus on the most important web pages where visitors are more than likely to need help such as:&nbsp;<\/p>\n\n\n\n<ul>\n<li>The homepage<\/li>\n\n\n\n<li>FAQ pages<\/li>\n\n\n\n<li>Product, sales, or service pages (these are the most critical as it can help with increasing conversion rates)<\/li>\n\n\n\n<li>Returns &amp; shipping information pages<\/li>\n\n\n\n<li>Other policy pages<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">9. Give accurate timeframes<\/h3>\n\n\n\n<p>During high-volume times, it may mean customers have longer wait times before connecting to a live chat agent. Set customer expectations by providing an accurate time frame as to when someone can expect a response. While many customers want instant responses, they\u2019ll be fine with waiting a bit, as long as they know what to expect.&nbsp;<\/p>\n\n\n\n<p><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" loading=\"lazy\" width=\"339\" height=\"470\" src=\"https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2024\/07\/Live-chat-conversation.png\" alt=\"A customer service representative giving the customer a timeframe for when their question will be answered. \" class=\"wp-image-908\" srcset=\"https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2024\/07\/Live-chat-conversation.png 339w, https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2024\/07\/Live-chat-conversation-216x300.png 216w\" sizes=\"(max-width: 339px) 100vw, 339px\" \/><\/figure><\/div>\n\n\n<p class=\"has-text-align-center\"><a href=\"https:\/\/knowledge.hubspot.com\/chatflows\/create-a-live-chat\">Source<\/a><\/p>\n\n\n\n<p>You won\u2019t be able to address all customer issues within minutes. More complex issues need time for investigation and may need to be escalated to another department. If this is the case, always let your customer know how much time it will take to reach a resolution.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">10. Don\u2019t forget the human aspect<\/h3>\n\n\n\n<p>Using pre saved replies is okay, but give your chat agent the flexibility to be fun, playful, and <em>human<\/em>. This means empowering your agents to speak openly, use appropriate internet lingo, emojis, and more. Here are some more tips on how to bring in the human element of your live chat:&nbsp;<\/p>\n\n\n\n<ul>\n<li>Live chat support agents should introduce themselves by name.<\/li>\n\n\n\n<li>Display a small icon or photo of the agent.<\/li>\n\n\n\n<li>Be prepared to open a video chat if necessary.<\/li>\n\n\n\n<li>Be prepared to provide email addresses and work phone numbers for more direct support.<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The Final Best Practice: ChatSupport<\/h2>\n\n\n\n<p>Simply offering a live chat solution on your website or mobile app might not be enough. It\u2019s not just the implementation that matters, but the execution that makes all the difference.&nbsp;<\/p>\n\n\n\n<p>If you want a user-friendly live chat tool that makes it easy to follow these best practices, <a href=\"https:\/\/chatsupport.co\">get started with ChatSupport for free<\/a> today! ChatSupport includes <a href=\"https:\/\/chatsupport.co\/features\">plenty of features<\/a> that make it easy to add the human touch to every conversation, whether for sales or customer support.<\/p>\n\n\n\n<p><br>If you\u2019re looking for the next best <a href=\"https:\/\/chatsupport.co\/\">live chat solution<\/a>, get in touch with us today!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Live chat refers to a real-time online communication channel that can be used to connect with prospective and current customers. <\/p>\n... <a href=\"https:\/\/chatsupport.co\/blog\/customers\/live-chat-best-practices\/\">read more<\/a>.","protected":false},"author":7,"featured_media":134,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>10 Essential Live Chat Best Practices for Excellent Customer Support<\/title>\n<meta name=\"description\" content=\"Preparing to add a live chat feature to your website for excellent customer support? 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