Practices that Can Bring Perfection in your Live Support Chat


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Today every ecommerce vendor is providing live chat support to create a stellar customer experience but not everyone is getting the same benefits. Only those can make the most of it who know how to use it in the best interest of their businesses.

Are you using live support chat as a customer support channel for your ecommerce business? You are certainly not the only one in the list of users because today almost everyone online business is relying on this smart tool to deliver a high quality customer experience. The biggest reason behind its continuous popularity is that it is being equally liked by both –the entrepreneurs and the customers for offering maximum ease and comfort.

It has been proved from different studies that live chat is not providing equal benefits to all of its users as some of the entrepreneurs are making the most out of it; whereas others are feeling no apparent difference. Does this result puts in you in a fix? Do not be confused because it yields benefits to those vendors, who know how to use it in the best interest of their businesses. Here is the list of some best practices, which make you stand out from the rest of the entrepreneurs, who are using live chat as their main source of providing online support.

Be Quick in Responding to your Customers

Waiting long in the queues is perhaps biggest reason for which customers leave an e-store. Do not forget that one factor for which customers comes to your website is the presence of live chat support as it allows them to get quick assistance without being put on long wait while listening to the elevating music. However, if your chat support agents do not respond to your clients quickly the purpose of providing chat support fails. Therefore, you must define a time period during which your customer support agents are supposed to contact with your clients.

Create Relevant and Up-to-Dated Canned Responses

The best way of maintaining a good speed while responding to a number of customers is to use canned responses which are created to answer to the generally asked questions. However, you need to update these messages to provide the most appropriate responses. Usually, the amendments are made when there is introduced a change in sales or customer service polices or when a new product or promotion is offered.

Regular Review of Chat Transcripts

To keep up the quality of live chat support you need to have a management, who could review the chat transcripts to analyze the performance of chat agents. This through chat review system will keep your team motivated and active to give their best. Additionally, you can also verify whether your rules and policies regarding live chat service are being as per instructions.

Be Proactive

The competition in the market is tough and it is getting tighter with every passing day; therefore, instead of waiting for customers to reach out to your CSRs on their own, you need to catch them proactively before they switch to your competitor. For this you need to define a time duration which is best to reach out to your customers. For instance, it can be third or fourth minute of their arrival on your website. Although, proactive approach is not just limited to greeting message instead you can catch up a customer at various instant to provide assistance but make sure you are not interrupting their journey on your website.

Round the Clock Live Chat Support

You need to be there for your customers all the time and the best way of doing it is to turn your live chat support on for 24/7. Your round the clock availability proves helpful in getting international customers to your website.

Thus, taking care of some key essentials and using the above mentioned best practices, you can make your chat support service a differentiating factor for your online business.

Adam Methew
Professional in Corporate Communication and Digital Marketing, Adam Methew's area of expertise include Customer Service, Digital Marketing & Branding, Entrepreneurship, Growth Management, Ownership Strategy, and Growth Strategies. Adam has offered his contributions as a "Valuable Contributor" for and other valuable blogs.


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