You run an online business.

You have worked really hard to optimize your products and services to meet the industry standards. You employed a team of dedicated professionals to resolve the issues that your customers have.

Everything seems to be in its place, but why are you still struggling to retain your hard earned customers?

If this is your story, ask yourself these questions:


Are you building lasting relationships with your customers?


Are you having conversations with them?


Are you making them smile?

If the answers are negative, then you have found the biggest problem in your customer experience strategy.  

Engage with Your Customers

Customers feel confident about your brand when you listen and respond to their needs.

It is imperative to bring genuine conversation into interactions with your customers. Aside from face to face and phone call communication, you can achieve effective conversation possibilities through introducing live chat on your website or as a service to be more accessible and to help spark a smile on your customer’s face!


Percentage of customers who prefer live assistance.

A study conducted by Forrester Research reveals that 44% of the customers prefer live assistance over other means of support while making an online purchase.

These stats are enough to push us for reacting to the consumer demands and install a live chat function on your website.

But, wait, before you start implementing the live support chat, there is another thing to consider: consumers may share any grievances they have regarding a poor live chat experience with their friends and colleagues.

A negative word of mouth can really be a nail on the coffin for your business.

That’s why we have detailed the following top live chat practices in order to ensure a seamless customer service experience for your business.


Do Not Make Your Customers Wait

What makes a live chat option preferable to a lot of consumers is the speed it promises.

Making the customers wait for a reply kills one of the key benefits of having a live chat option on your website. Your objective should be to bring the time down to less than 20 seconds.

Accepting the chat request as soon as possible dramatically enhances customer experience.

If you cannot provide 24×7 live chat service then the customers should be able to communicate through some other medium.


Try Not to be too Robotic in Your Response

The live chat agent may be handling multiple conversations simultaneously; the use of some scripted responses is unavoidable. But, make sure you still put in the effort to add a bit of personalization to the conversation as soon as you can.

For example, you can greet the customers by their names if possible while maintaining professional courtesy.

Use any other relevant information you have access to via Real-Time Visitor Monitoring to address customer’s request in a more personal manner to make sure their specific needs are directly and competantly addressed.

A good example of a simple opener would be:

Hi Jack! Hope you are doing great!

Thanks for contacting ProProfs support, how may I help you today?

Know Your Customer

The next step is to check the customer’s details – whether they are a lead, just a visitor, or an existing customer.

It is a good practice to give a quick check of the customer’s profile and get hold of information like recent contacts with your support team, type of customer, any user notes on their profile that you should be aware of.

With softwares like Live Chat, you can monitor website visitors in real-time to learn where they are coming from, who they are and which pages are they viewing.  


Read the Chat Subject Carefully

It is a common tendency to gloss over the messages sent by the customers instead of reading them carefully.

This hurts the possibilities of really connecting with the customer.

If you are not very clear about the subject, ask questions rather than making assumptions and taking the chat in the wrong direction.

You can give tailor-made answers to the customer’s queries if you are reading and interpreting their messages correctly and with care.

Make Sure the Customer Feels Heard

The possibilities of being misinterpreted by a customer over live chat is a more common issue than you may think.

It is easy to appear nonchalant or even rude in your response when using live chat. Therefore, you should be careful about your tone when speaking with customers.

A good way to be more conscious of your tone and how your message might be perceive by a customer is by reading the message aloud before sending it through. 

Make sure it shows that you care and are eager to help. Keep your language simple, jargon-free, and your expressions clear.

“Simplicity is the Trademark of Genius.”

Robin Sharma


Resolve the Issue

This is the most important step to keeping your customers happy. All the efforts you have made to make the customer comfortable were done in vain unless you actually solve their problem.

Assess the problem carefully and offer a solution if it is in your power. If the problem does not have an instant solution, inform that to the customer. Assure them that they will be informed once the issue is resolved and follow up in a timely fashion.

It is also a good practice to try the solution in a test environment before offering it to the customer. This ensures flawless service and better customer experience.

Offer a detailed solution and cover any potential questions

After you have resolved the issue you should offer some suggestions to the customers making sure that they do not have to come back for the same query or something closely related to it. This can be an incentive for your customer to use your services more often.


End the Chat on a Good Note

It is important to understand the value of ending a chat session on a good note. Even if your entire conversation has been going well, the last moments on a chat can create a bitter experience.

  • Avoid abrupt goodbyes and instead, ask if there is anything else the customer needs help with. Saying a goodbye should be with the intent that we “hope to hear from you soon” and reminding them that you are right there for them if they need any further help.
  • Ask the customer if they are satisfied with the solution you provided and if there is any part of the conversation which they didn’t understand and would like to go over again.

 Great impressions are ones that value and validate the person.

Final Thoughts

Your service towards the customer matters the most in your business.

You need to make them comfortable with your customer service experience. Engaging with them in a personalized manner through live chat is the key to this. According to Frost & Sullivan, By 2020, customer experience will overtake price and product as the key brand differentiator.

Remember, the customer that leaves smiling is sure to return.

Let us know your strategies to make your customer smile in the comments below!

About the Author:

Jared Cornell is a customer-support Specialist, a marketing evangelist, and a book lover who is associated with ProProfs Chat. Jared is passionate about customer support and loves to solve customers’ queries. He is always keen to develop new strategies to help customers seeking live chat assistance for a delightful experience.

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