Multiple researches conducted on customer support stated that chat support has highest levels of satisfaction among customers as compared to other channels like email and phone. But if done in wrong manner, this may create a negative impact among your esteemed consumers.

We have compiled some surefire tips related to live chat support which ensure that customers prefer your brand over others.

1. Use name in the beginning
   While beginning the chat with the customer, make sure to introduce yourself with the name. For example, you can start with ‘Hey! My name is Milton. How may I assist you?’ This will definitely add a personalized touch in the conversation which will make the customer more comfortable.
2. Avoid jokes and sarcasm
   You may not be sure about the mood of the customer while chatting with him / her. Also, the customer may interpret some wrong meaning out of jokes or sarcasm especially when it is in written form. So, this is a strict no-no during chat support.
3. Take help of pre-chat survey
   Companies can design a small form in which customers can fill basic information before initiating the chat session. This will help the companies to allot most suitable agent that matches the preferences of the customer. This also aids the representative in answering the queries in much more efficient manner.
4. Use chat history of repeated visitors
   Companies can provide chat transcripts to the agents related to previous chats which help the agents to response effectively to the visitors which have already communicated through chat in the past. Also, it will save the customers from repeating their issue again.
5. Avoid slangs
   Make sure that there is no use of slang language or text message phrases while conversing with the customers on live support. Using formal business language is always suitable during live chat with customers.
6. Follow up
   Just like any other channel of customer support, online chat support also requires a follow up with the customers to ensure that they are fully satisfied with the solution offered from your end. This definitely builds a trust for the brand and influences the customer to return in the future.
7. Avoid caps lock
   Writing in capital letters on online chat is equivalent to shouting on a customer. So, using caps lock while interacting with the customers can prove to be a big blunder related to customer support.
8. Customize the chat messenger
   Make sure to alter the chat messenger as per the logo and colors of your own company. This will give the idea to the customers that you take the customer support process quite seriously and your brand can be trusted.
9. Exploit the potential of CRM
   Make sure to integrate the customer relationship management (CRM) software with chat messenger and educate your agents to take support of this software for deriving the information of the customer whenever required. Also, make sure that the records of the customers are updated regularly into the CRM.
10. Share images frequently
    If your chat messenger supports sharing option, make sure to share the images as much as possible. This will help the customers to understand the details or processes more clearly through visual medium. Screenshots related to solution of the query can also prove to be fruitful through this feature.
11. Transfer the chat when required
    The agents at chat support must be advised to transfer the chat to supervisor or an expert in case they are not able to solve the issue. The agents must be provided with a list that contains the area of expertise of other agents and supervisors respectively.
12. Take care of spelling and punctuation
    An agent must be fully prepared to avoid any spelling or punctuation errors while communicating with customers on live chat. Customer will never like a representative who is not well-versed in language of communication.
13. Be available 24 x 7
    Customers can come up with queries at any time of the day or even night. And you don’t want to lose the customers because of unavailability at a specific time. So, make sure to keep your chat support active for 24 x 7. If you are unable to manage the chat support for more than 8-9 hours, you can take help of call centers which provide chat support services for the companies from different sectors.
14. Be concise
    Customers do not want to read lengthy paragraphs containing information related to query. So, keep it short and use bullet points if solution is inevitably lengthy.
15. Utilize typing indicator
    Chat support agents must have access to view what is being typed by the customers. This will help in predicting their issues and preparing the agents to provide most optimum support.

Conclusion

Therefore, make sure to elevate the level of your chat support by implementation of these pro tips. You can also choose the option of call center outsourcing as agents in these contact centers are well-versed in satisfying the customers through the use of above discussed strategies.

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