Live Chat Best Practices For Customer Support

Live Chat Best Practices For
Customer Support
© Onlim GmbH 2019

Businesses with good customer
support have 4-8% more revenue than
their competitors. Live chats allow
companies to connect with customers
in real-time and be at their side
throughout their whole customer
journey and sales process.

This creates high rates of customer
satisfaction that are exceeding the
user-friendliness of email and phone as
support channels by far. Live chat
functionalities satisfy 73%, email 64%
and phone only 44% of customers.
Onlim GmbH | Live Chat Best Practices For Customer Support | www.onlim.com

Besides higher customer satisfaction,
live chat options facilitate faster
response times to inquiries, a more
personalized customer communication
process, and deeper insights into
customer interaction data.

That’s why live chats are being used
more and more for customer service.
Doing so raises the question of which
live chat best practices have to be kept
in mind while establishing this future-
proof customer service channel.

BEST PRACTICES TO
SUPPORT CUSTOMERS
WITH LIVE CHAT
1. Place the live chat window in the lower
right corner:
When it comes to the right placement for
a live chat button and window the lower
right corner of the screen has established
itself as the place to go for.
It has to be easily accessible and
shouldn’t annoy or disturb your
customers at any time, so it’s
recommended to stay away from pop-
ups.

BEST PRACTICES TO
SUPPORT CUSTOMERS
WITH LIVE CHAT
2. Make the live chat available where it is
needed:
A live chat feature doesn’t need to be
available everywhere. Take the time to
think about where your customers could
use the help of a live agent instead.
It is all about creating an enjoyable user
experience.

Sales pages, contact pages, landing
pages, pricing tables, or service pages
are often the right place for live chats, as
this is where customers will most likely
have questions.

BEST PRACTICES TO
SUPPORT CUSTOMERS
WITH LIVE CHAT
3. Create standardized answers for
frequently asked questions:
Over time many of the questions that
come up will repeat themselves. To save
your employees time and frustrations, a
set of standardized answers can be very
useful.
Pre-defined answers make it easier to
serve multiple chats at once and allow
for faster response times which your
customers will love. Just make sure that
these don’t sound too distant or
automated otherwise your customers will
notice.

BEST PRACTICES TO
SUPPORT CUSTOMERS
WITH LIVE CHAT
4. Being human is key:
Often bad conversation scripts lacking
personality and connecting factors are the
reason for bad customer experiences.

Saying thank you after every line a
customer sends is not the way of a natural
conversational flow. Customers are
looking for a friendly professional who
helps them with the challenges they are
facing in a personalized way.

It might make sense to establish a chat
etiquette so that your employees always
have the necessary pointers for their way
of communicating with customers.

BEST PRACTICES TO
SUPPORT CUSTOMERS
WITH LIVE CHAT
5. Speed matters the most:
The biggest problem that email and
telephone as customer support channels
are facing is their lack of immediacy.
The same applies to live chats. If getting
an answer takes too long, nobody is going
to want to stick around and use it.
That’s why short waiting times are one of
the most important criteria for a
successful live chat. To do so you need to
have the right amount of staff at hand
and use the right software to guarantee
smooth customer interactions.

With Onlim’s solution you can set up
your live chat within a few minutes and
never miss any website visitors anymore.

BEST PRACTICES TO
SUPPORT CUSTOMERS
WITH LIVE CHAT
6. Educate the team:
Creating a knowledge base and a core
brand voice will help external
communications tremendously.
Employees working in customer support
should all be trained to be on the same
page.
Additionally, competencies need to be
declared to avoid sending customers
through loops of undefined responsibility
and frustration when looking for help.

BEST PRACTICES TO
SUPPORT CUSTOMERS
WITH LIVE CHAT
7. Watch, learn and adjust:
How many chats can your team attend to
at the same time? How satisfied are
customers with the service they are
receiving – especially in comparison to
other service channels?
Ongoing internal communication about
what is working well and what isn’t is
essential and will help you fine-tune the
functionalities of your live chat.

If you keep up with those live chat best
practices it will only get better and with
time and become an indispensable
support tool for your customers.

At Onlim we help you automate your
communication for outstanding and
innovative customer service.
You can learn more about our LIVE
CHAT, CHATBOT & VOICE ASSISTANT
solutions at www.onlim.com

AUTOMATING CUSTOMER
COMMUNICATION VIA
CHATBOTS AND VOICE ASSISTANTS
P.S. Have you checked out our
ULTIMATE GUIDE TO CHATBOTS yet?
You can access it at
https://onlim.com/en/chatbot-ebook/

Live Chat Best Practices For Customer Support

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