Live Chat: An Expected Customer Service Channel

Live chat is rapidly becoming a popular and expected customer service channel for businesses across the web.

• Customers are increasingly relying on chat for instant support.
• According to a Forrester survey, live chat usage has significantly increased, rising from 38% in 2009 to 58% in 2014.
• This growth outpaces other customer service channels.

Why Customers Love Live Chat

Customers favor live chat for its speed and convenience.

• eDigital's Customer Service Benchmark survey shows that live chat yields higher customer satisfaction than other channels.
• Live chat offers real-time interaction and swift resolutions, minimizing customer effort.
• Customer effort is a critical driver of customer loyalty.

7 Tips for Exceptional Live Chat Support

To maximize the benefits of live chat, follow these tips:

• Personalize with Greetings

  Start conversations by introducing yourself to create a personal touch.

• Speed is Key

  Respond quickly to live chat inquiries, as customers expect immediate attention.

  • 79% of customers prefer live chat for its immediacy.
  • Aim for initial responses within 60 seconds, with an average reply time of around 23 seconds.

• Promise a Result

  Communicate a timeframe for a response or update, even if an immediate solution isn't available.

  • Proactively addressing customer inquiries minimizes frustration and builds trust.

• Explain It Like I'm Five (ELI5)

  Use the ELI5 technique to explain complex concepts in a simple and clear way.

  • Avoid jargon and technical terms that customers may not understand.
  • Present information concisely and in an easy-to-comprehend format.

• Make Chat Access Easy

  Place your live chat widget prominently on every page to ensure easy access for customers.

  • Don't make customers hunt for your chat widget; make it readily available.
  • Provide a seamless and convenient way for customers to get help.

• Embrace Links

  Provide links to relevant knowledge base articles or helpful resources instead of lengthy chat messages.

  • This reduces customer effort and keeps chat interactions concise.

• Time-Saving Tricks

  Utilize common replies or keyboard shortcuts to speed up chat responses.

  • Save frequently used messages and phrases to streamline interactions.
  • Use tools like aText for Mac or PhraseExpress to create shortcuts for common phrases.

Build Customer Loyalty in Real-Time

Live chat is a powerful tool for building customer loyalty by providing an efficient and personalized customer service experience.

• Invest in live chat to enhance your customer service strategy.
• Follow these tips to deliver exceptional live chat support and foster stronger customer relationships.