16 Live Chat Best Practices To Improve Customer Support

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Giving outstanding customer support is essential in today’s cutthroat business environment. Live chat is a great way to help customers sooner. Live chat is better than phone and email help for 41% of people. Businesses can answer customer questions right away with this real-time contact tool. In turn, this makes people happier and more loyal. Use these 16 best practices for better customer assistance when using live chat.

Offer 24*7 Live Chat Support

Customers expect help right away, 24 hours a day. You are always ready to fix problems if you offer live chat 24*7. It aids in enhancing the general customer service. Being open all the time lets you serve people in different time zones and with different plans. It helps show that you care about making things easy for your customers.

Use Pre-Chat Surveys

Pre-chat polls are an excellent way to get basic information about the customer’s question. This helps the customer assistance rep understand what’s going on better. It helps them come up with answers faster and more accurately. This dramatically improves the effectiveness of customer support. In pre-chat polls, you might ask for the customer’s name, email address, and a short problem summary. These can help you save time during the chat.

Train Your Support Team

If your customer assistance team is well-trained, they can handle questions better. Ensure that your team knows how to use the technical parts of your goods and how to be patient and empathetic. These are very important for giving excellent customer service. Your team can stay updated on the newest product features and the best ways to deal with customers by attending classes and training events regularly. It makes sure that they give the best help possible.

Personalise Interactions

Making conversations more personal can make customer service a lot better. Use the customer’s name and talk about past encounters to make the chat more personal and exciting. Customers will feel important to you when you personalise your messages to them. It can also mean remembering what they’ve bought and what they like. It can lead to better and more personalised help.

Utilise Chatbots For Common Queries

Chatbots can answer common questions and deal with everyday problems. It can free up human workers to handle more complicated questions. This balance guarantees quick response times and optimises your customer support resources. It is possible to teach chatbots to answer common questions right away. They can walk users through basic steps for fixing problems and, if needed, even bring the problem to the attention of human workers.

Monitor And Analyse Chat Transcripts

Reviewing chat logs regularly can help you understand common customer problems and how well agents are doing. Make use of this information to enhance training and customer support tactics. Looking at transcripts can help you find trends in the questions customers ask. It can help you determine what parts of your product or service could use some work. It can also show you where your support team needs to improve their training.

Set Realistic Response Time Expectations

Managing what customers expect is very important. Tell people how long they will wait before talking to a real person. If there is a delay, let the customer know regularly. Having fair standards and meeting them can keep you from getting frustrated and make you happier overall.

Implement Co-Browsing

Co-browsing lets customer service reps see and interact with the customer’s screen. This tool can be beneficial for showing customers how to do complicated tasks or fix problems. Real-time help is possible with co-browsing, as workers can directly show steps or fix mistakes as they happen. It may work much better than just telling someone what to do.

Provide Multilingual Support

Supporting more than one language can help you get a lot more customers. It can improve customer service for people who don’t speak English as their first language. You show that you care about your customers’ ethnic backgrounds and welcome them by speaking to them in their preferred language. Getting along better with others and being happier can come from this.

Use Canned Responses Wisely

When used wisely, canned answers can save time and ensure everyone gets the same answer. To keep a human touch in your customer support, modify them to address the customer’s unique problems. Even though having ready-made answers can make answering common questions faster, changing them to fit each talk is essential. Make sure they don’t seem robotic or cold.

Ensure Data Security

People give you their personal information because they trust you. Maintaining trust and giving good customer service requires ensuring data is safe during live chat conversations. Using robust security methods to keep customer information safe and follow data protection laws. Make your privacy policy clear so that customers know their information is safe.

Integrate Live Chat With CRM

Connecting live chat to your CRM system lets you easily see a customer’s past interactions and preferences. It makes customer support more personalised and effective. This interface ensures workers can easily access all the information they need. It lets them help you faster and with more information. It also helps keep track of contacts with customers and keep a complete history of support.

Follow Up Post-Chat

Sending a message after a chat can have an effect that lasts. That shows you want to solve their problem fully and are ready to go the extra mile for excellent customer service. To follow up, you could send a thank-you letter, a summary of what you talked about, or links to other valuable resources. You can also get comments that way. This can help you give better service.

Encourage Feedback

Asking for feedback after a chat helps you determine how satisfied your customers are and where you can improve things. For your customer support to keep getting better, this practice is crucial. After the chat, you can get feedback through polls or follow-up texts. Reviewing this feedback regularly can help you spot trends and areas needing more work.

Maintain A Professional Tone

It’s good to be nice, but it’s also essential to keep a professional tone so that the customer service is still polite and helpful. The best results come from a balance between being friendly and being professional. Don’t use slang or wording that sounds too relaxed. Ensure that your words are polite, clear, and to the point. Being professional helps your customers trust and believe in you.

Optimise For Mobile

Make sure that your live chat works well on mobile devices. A lot of people will visit your site on their phones or tablets. So, a smooth mobile chat experience is essential for giving excellent customer support. Thanks to its flexible design, the chat window works well on all screen sizes. Make sure your live chat works well on all of your devices by testing it on various of them.

Also Read: How GST Reduces Price?


Your customer support can significantly improve by implementing these 16 best practices for live chat. Businesses can better solve customer problems if they follow these best practices. Their connections with their customers will be better and last longer. This proactive approach to customer assistance can improve customer trust, happiness, and business results.

CaptainBiz’s full range of live chat options can help you improve your current customer service. To find out more and start, go to our website!


How can I improve my customer support with live chat?

By providing real-time help, live chat enhances customer support. It helps get things done fast and be ready all the time.

Why is it a good idea to use CRM and live chat together?

When you connect live chat to a CRM system, agents can see the past and interests of each customer. It leads to better and more personalised help.

Why is it essential to make live chat work better on phones?

Making live chat work better on mobile devices ensures that people accessing your site on different devices have a smooth and easy time.

author avatar
Anchal Ahuja
Anchal is a seasoned finance writer with extensive experience crafting compelling content within the finance niche. Her in-depth knowledge and clear writing style make her a valuable resource for anyone seeking financial information.

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