According to statistics from Zoho, 67% of B2C<\/strong> businesses and 66% of B2B <\/strong>businesses use live chat for customer support.<\/p><\/blockquote>\n\n\n\n We’ve developed an ultimate guide with 10 practices on how to make a memorable live chat customer service experience.<\/p>\n\n\n\n One crucial thing to remember when working on your live chat<\/a> is that it\u2019s not a chatbot. Chatbots<\/a> are pre-programmed and are meant to respond to questions automatically. Live chats, on the other hand, are intended to be interactive at their core. When a site visitor wants to get customer support and they stumble upon your live chat, they will expect to have a conversation with a real human, so make sure that your live chat operators always make the communication feel personal and human.<\/p>\n\n\n\n Human interaction matters now\u2014and 82% of U.S. and 74% of non-U.S. consumers want more of it in the future.<\/p> Source: PwC<\/a><\/p><\/blockquote>\n\n\n\n It\u2019s obvious that good customer service<\/a> ensures that the customer gets all their questions answered within a short time, yet some business owners seem to forget about this essential element of customer support. In fact, time is the key reason why customers prefer live chat over other means of communication. <\/p>\n\n\n\n 79% of customers prefer live chat as it gives them access to instant support.<\/p> Source: Econsultancy<\/a><\/p><\/blockquote>\n\n\n\n Live chat operators should always provide helpful and useful information that will actually solve the customer problems at hand. Think about the easiest route to the solution, but also try to give some additional information that will guide customers onwards so they can understand more on their own.<\/p>\n\n\n\n When conversing with customers looking for support, live chat operators should also remember to stay focused and on topic at all times. If you divert the focus to other irrelevant information, you will end up spending way more time to solve the customer\u2019s problems. In addition to that, you might even confuse the customer even more by giving them information they don\u2019t need. The job of a live chat operator is to single out the problem and find the necessary information to solve the problem instead of just telling the customer everything they know about the topic.<\/p>\n\n\n\n Forgetting an introduction and conclusion is a minor mistake but still a very common one. When a live chat operator doesn\u2019t introduce themselves and asks the customer what they are looking for, they are risking appearing rude. Not having a proper conclusion is a little less severe, but it can also be an issue, especially when communicating with particularly angry customers. Make sure that every live chat operator introduces themselves at the beginning of the interaction and wishes a good day in the end. It can be done with the help of automation tools like chatbots and triggers.<\/p>\n\n\n\n Customer support is not just about providing helpful information \u2013 it\u2019s also about using accessible and understandable terms to deliver this information to the customer seeking support. Live chat operators should not use words and phrases that customers might not understand because they are rarely used, have double meanings, or are confusing. Opt for accessible words and phrases that everyone uses in their daily life.<\/p>\n\n\n\n One thing to remember about live chats is that they should be easily accessed by any and all customers visiting your website. You should place the live chat button on your website in a spot where it will be seen immediately and will be easy to access at any moment. Your site visitors don\u2019t need to spend time looking for the live chat because that will only frustrate them and will drive them away with their problems unsolved. Instead, make sure that they spend a minimal amount of time looking for the live chat.<\/p>\n\n\n\n As mentioned above, providing the customer with extra information can be a great idea as long as you do it already after you have solved their problems. Otherwise, you may end up straying away from the topic. An interesting way to provide more information is by linking to valuable and relevant content. Integrate your live chat with Knowledge Base<\/a> and have your live chat operators give links for more information that customers can check out themselves and learn more about the problem they had or the topic this problem relates to.<\/p>\n\n\n\n Remaining polite, respectful, and patient at all times is one of the key components of a successful live chat operator. After all, customer service agents reflect the company\u2019s values and can improve your company\u2019s reputation. Your live chat operators should never argue, even if the customer can\u2019t understand what your live chat operators mean after they have repeated it ten times. They need to be patient even with angry customers that are using impolite words against them.<\/p>\n\n\n\n#1 Make Live Chat Personal and Human<\/strong><\/h2>\n\n\n\n
![\"live](\"https:\/\/www.useresponse.com\/blog\/wp-content\/uploads\/2021\/02\/live-chat-1024x512.png\")
<\/figure>\n\n\n\n#2 Be Helpful and <\/strong>Prompt<\/h2>\n\n\n\n
#3 Stay Focused and On Topic<\/strong><\/h2>\n\n\n\n
#4 Don\u2019t Forget Introduction and Conclusion<\/strong><\/h2>\n\n\n\n
#5 Use Accessible and Understandable Terms<\/strong><\/h2>\n\n\n\n
#6 Provide Easy Access to The Live Chat<\/strong><\/h2>\n\n\n\n
#7 Link to Valuable and Relevant Content<\/strong><\/h2>\n\n\n\n
#8 Always Remain Polite, Respectful, and Patient<\/strong><\/h2>\n\n\n\n
![\"live](\"https:\/\/www.useresponse.com\/blog\/wp-content\/uploads\/2021\/02\/live-chat-conversations-1024x512.png\")
<\/figure>\n\n\n\n#9 Test Live Chat Before Launch<\/strong><\/h2>\n\n\n\n
![\"live](\"https:\/\/www.useresponse.com\/blog\/wp-content\/uploads\/2021\/02\/live-chat-satisfaction-1024x512.png\")
<\/figure>\n\n\n\n