January 9th, 2019

4 Ways to Build Trust with Live Support

Trust is important for building a long-lasting business online. Digital Marketing Magazine go as far as saying: “Trust is becoming the key currency between the business and its customer, and digital technology means transparency is vital for building this trust.” It’s the secret sauce that can make customers take the leap and buy from you in the first place, but also keep them coming back for more.

Let’s take a look at how to how to build trust with customers using live support:


Be True to Your Word

This is a simple one. If you say you are going to do something, do it. Broken promises are a great way to destroy faith before it even begins.

It is important to communicate with customers throughout the support process. But if you say you will be gone for a few minutes to check some details, make sure it is a few minutes. If it’s longer, go back and let the customer know. One of the benefits of live support is the option to offer a 24-hour service, but if you don’t have the budget for it, choose the times you will be available and stick to them.


Build a Relationship

To build trust with customers, you want to nurture a relationship with them. Live support software naturally helps to do this as customers get to speak to real people in real time. You can also help this along by interacting in a personal way in your conversations. Call the client by name, introduce yourself and connect with their issues by showing empathy.


Monitor Your Progress

Continually make use of the metrics your software offers to see what is working and what isn’t. Use post-chat questionnaires to listen to customers feedback, really drill down to what they like and what they don’t. In addition to giving you important information, using a questionnaire may help to build trust as it shows the client that you value their opinion and want to get your service just right for them.



Empathy is a powerful tool for building trust with your customers. Showing them you really understand their needs and you want to help them out, lays the foundations for a solid future. Cultivating emotional intelligence in your staff can help to increase their empathy skills. While active listening helps to communicate that you really do get it.


In Live Support We Trust

Live support can be a great way to build trust with customers naturally, but you can supercharge this with some clever staff training and support strategy. The important thing is to analyze your efforts and listen to customer feedback to see what works for your business. A quality live support software such as Xeno provides a range of metrics and post-chat questionnaires that are easy to set up, helping you to build trust all over the place.

Avatar Grace Williamson
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Grace Williamson
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