live chat rep happy

5 Etiquette rules for live chat customer support

Modern customers prefer using live chat when asking for product or service information. It’s quick and conducive for casual conversations, which makes communicating with a brand easier. But like any other channels, it has its own downsides.

Live chat leaves more room for ambiguous interpretations. For instance, one typo from a customer support rep may infuriate the customer. That said, it’s important to be mindful of the basic live chat customer support etiquette.

Here are five best practices to help you and your team deliver a positive customer experience through live chat.


1.     Personalize your responses.

busy live chat agent looking at list

Live chats don’t allow customers to see nor hear your agents. However, your tone and choice of words can give away the personality you’re trying to project. That said, avoid using scripted lines as much as possible. Rather, encourage agents to adopt a human touch when using live chat. Remind them to be friendly, warm, and cheerful.

At the start of conversations, agents must introduce themselves, state their position in the company, greet the customer, and address them via their name. This way, customers will know that they’re talking to a human. This will encourage them to interact openly with agents.


2.     Don’t promise what you can’t deliver.

young live chat customer support agent smiling in call center office

Always be honest with what you can and can’t give. Don’t set high expectations for your customers, as underdelivering later on will only frustrate them. Also, it’s okay to admit that you don’t know the answer to a customer’s query. However, in such case, agents must always reassure customers that they’re looking into it and will get back to them as soon as possible.


3.     Keep your responses simple and direct.

smiling live chat agent with laptop

If technical terms can’t be avoided during a conversation, agents must take the initiative to educate the customer about it. This way, customers can understand everything the agent says. But as much as possible, avoid using jargons or acronyms during live chat transactions. Keep the conversation simple and easy to understand to avoid confusion and miscommunication.


4.     Focus on the conversation.

word balloon held up to laptop

When talking to customers, the situation may go out of hand and tension may occur. However, agents must always focus on the conversation and not allow their emotions to take over. Instead, they must look for a solution that will help immediately solve the problem. For instance, if they delivered the wrong answer to the customer, they should apologize immediately and provide a solution. Making excuses will only make things worse.


5.     Be professional.

live chat agent in glasses busy

Live chat may allow for informal conversations, but it’s still important to keep your writing as professional as possible. This can be shown by keeping your spelling, grammar, capitalization, and tonality in check at all times. It’s also best to use emojis or jokes sparingly and cautiously, as this may be interpreted differently by the customer.



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