December 15th, 2019

The Do’s and Don’ts of Live Chat

The Do’s and Don’ts of Live Chat

Many top organizations agree and understand that the customer is the most important member of any company. More important than the IT guy, the marketer, and even the CEO. It should go without saying then that active service to your customer should be your top priority as a company.

To do this, you must always be present to answer to answer every one of your customer’s needs. The easiest way to do this is by having a live customer service. Current stats show that most customers favor chatting with someone online in real-time for answers, instead of calling or sending emails.

These stats don’t necessarily mean you should replace email with live response, but it definitely means you should up your live customer service game. In regard to this, I would like to share a few live chat guidelines (Do’s and Don’ts) with you, so that you can create a better live response service and improve your customer experience.


The Do’s of Live Chat

  • DO answer your customers quickly

The reason your customers are choosing to chat with your support team online instead of sending an email is to shorten the response time, so if your live chat has a response time close to or equal to that of an email response, then the entire purpose for the live chat is defeated.

Get enough people in the support team working on shortening your response time immediately.

  • DO answer your customer in a friendly tone

It is understandable that some clients are difficult to handle. Some come into the conversation angry and impatient. When this happens, you must keep your cool and respond calmly. No matter what a customer says, you must be patient and respond in a friendly tone if you want your live chat to be productive.


The Don’ts of Live Chat

  • DON’T focus on your sales

Do not focus on making your sales goal your top priority while offering live customer service. Focus on solving your customers’ problems and building a good relationship with them and you will find your live chat more productive than you ever imagined.

  • DON’T be robotic with your responses

When chatting with your customers, try to personalize your responses. That is the difference between a live chat and a call to a toll-free number, the fact that one should be human and the other one robotic.


Before You Replace Email with Live Response…

Remember that the major reason your customers will engage in a live conversation with you is to get a quick response to their problem. So no matter what you do, ensure a quick response time is a top priority in your live chat, and you will get great results. If you are looking for a quick and easy-to-use live chat tool, try out Xeno now!

Avatar Alexis L.
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Alexis L.
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