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Live Chat: Best Practices For CX

Jon Molina, Ytel |  
Looking for ways to refine and improve your customer experience? Set up live chat on your website! 90% of customers find live chat a successful feature to use on their favorite company's websites, and for good reason! Live chat can be a quick and easy way to connect with customers, solve problems and upsell new features and solutions. Read on for some live chat best practices in this post. 

Live chat is a proactive channel of support for your customers because it allows your company to provide customer service in real-time, solve problems, and offer immediate assistance to those who inquire.

Live chat is a proactive channel of support for your customers because it  allows your company to provide customer service in real-time, solve problems, and offer immediate assistance to those who inquire. Phone support is a popular and beneficial option for businesses as well, but your customers aren't always available to talk on the phone (nor do they always want to), so offering live chat on your website is a smart business move. 

Give the customer your full attention 

Once you've accepted the chat, get in the zone. Tune out your coworkers, all other outside noise, and give the customer your full attention. Make sure you have a positive attitude and it comes off when you are working with a customer because even through chat, it can be easy to tell when someone has a poor attitude. If the customer on the other end of the chat seems upset or angry, that's a very different situation and should be handled as such, rather than a customer inquiry. Handling angry or upset customers is its own series of blog posts, which you can read here and here

Be thorough 

Make sure you read the chat subject line thoroughly before you jump in. If you need to ask for elaboration or clarification, do so at the beginning of the conversation to remain productive. Make sure you are on the same page as the customer before you make any suggestions or offer solutions, so the call doesn't stray in the wrong direction at any point. The whole purpose of the live chat feature is to support the customer experience, so don't sabotage yourself by not paying close enough attention.

Keep the lines of communication open 

If you need time to look into something or need to escalate the situation, let the customer know immediately when you're doing something so they feel like they're informed at all times. Put yourself in their shoes; if you're experiencing an issue and the agent helping you goes silent for several minutes, you'd probably be annoyed too. Avoid this by sending a simple chat saying, "Please give me a few moments to look into this further" and both parties will feel more confident in the conversation. 

Don't overload them with URLs and other resources 

Do your best to solve the problem in your own words rather than sending links to FAQs or other Support pages. Live chat is exactly what it sounds like; a live conversation, rather than, "Check out this article for the answers to your questions." Any AI bot could do that. Your customers and leads don't want links to pages where they can read information, they want a direct answer from a real person if they open a live chat. Be sure and give them that, if you can! You can certainly support your answer with a relevant link or two, but don't overwhelm them. 

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About The Author

Jon Molina, Ytel

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Jon is one of our all star Engineers here at Ytel, where he specializes in Linux. He's passionate about technology and is always looking to learn and work with new tech, and enjoys sharing his findings with others.


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