Once you sign up for a live chat software provider, you\u2019ll get access to its admin panel for managing incoming conversations. It will also generate a small snippet of code that you need to install on your website. After this, customers will be able to leave their messages in live chat, while support agents will have a rich toolset for managing them effectively.<\/p>\n\n\n
![\"HelpCrunch](\"https:\/\/helpcrunch.com\/blog\/wp-content\/uploads\/2021\/06\/Chat-window-explained-1.png\")
What are the benefits of live chat support?<\/h2>\n\n\n\n
At the risk of sounding like a crazy groupie obsessed with live chat support, I have to tell you more about why it\u2019s so important. So, why should you offer it? And how is it better than any other support channel? Let\u2019s find out.<\/p>\n\n\n\n
There are 7 most important benefits you should consider before deciding on live chat for good:<\/p>\n\n\n\n
1. Live chat support is fast and efficient<\/h4>\n\n\n\n
Chat support is impossible to imagine without the \u201clive\u201d part in it. It does imply that help should be provided in real-time without any delays. The whole experience is almost like a phone call but without the awkwardness of voice interaction.<\/p>\n\n\n\n
Customers do expect to get the first response in chat in under 3 minutes. And it\u2019s not like the bar is too high. Modern live chat solutions<\/a>, like HelpCrunch, provide support reps with numerous tools for accelerating their workflow: canned responses, help center integration, automated follow-ups, etc. There\u2019s no excuse for being slow anymore.<\/p>\n\n\n\n Since a live chat widget can be embedded into anything from a website to a mobile app to WordPress<\/a> or any other CMS, the conversation is always happening at the right time. The moment someone faces a problem or has a question, they can open a chat with support and convey them right away. There\u2019s no need to leave an app and go searching for a Contact us page.<\/p>\n\n\n\n Online chat support teams, in turn, can instantly access any data they need to provide top-notch help. Users\u2019 recent actions, current URL, device information, and tons of custom attributes are always at their disposal.<\/p>\n\n\n\n We\u2019re all familiar with messengers. In fact, we\u2019re actually quite fond of them (two billion<\/a> WhatsApp users can\u2019t be wrong).<\/p>\n\n\n\n This is what makes chat support so perfect. The conversation just happens at a natural flow. Visitors can unfold their questions step by step, and support reps can always ask additional questions on the go. Emojis, gifs, and images help both parties keep it casual, too. <\/p>\n\n\n\n The most obvious advantage from a business\u2019s point of view is that live chat allows agents to handle several conversations<\/a> simultaneously. In fact, some studies claim it\u2019s possible to manage 6 concurrent chats.<\/p>\n\n\n\n Apparently, customers also appreciate live chat support for this multitasking ability. It\u2019s not like everyone is just sitting at their desk, waiting for an answer from your team. People are living their lives, keeping a dozen tabs open at the same time, and getting distracted all the time. And live chat conversation can be dropped and picked up at any point, without interrupting the flow.<\/p>\n\n\n\n If your support agents can handle up to 6 concurrent chats, and there are no additional costs, the economics of the whole thing is rather simple. Live chat support is super affordable<\/a>.<\/p>\n\n\n\n The only two major spendings associated with the customer support live chat are agents\u2019 salaries and software maintenance. You don\u2019t even need an on-premise office like with call centers, since your team can literally answer chats using their phones from wherever they are.<\/p>\n\n\n\n However, it would be a huge underestimation to think that live chat is just a simple technology for exchanging messages. This small widget is packed with tons of enhancements and add-ons that can make live chat support a breeze.<\/p>\n\n\n\n For instance, you can create a knowledge base<\/a> with answers to all common questions and integrate it into your live chat widget. This way, visitors will be able to resolve most of their questions without even contacting you. Chatbots and various chat forms will help with lead generation and requests prioritization a lot. <\/p>\n\n\n\n At the same time, your support team will enjoy such features as detailed user profiles, message sneak-peek, tags and statuses as well as custom inboxes for better organization.<\/p>\n\n\n\n The term \u201c\u0441ustomer experience\u201d has been so overused that it sounds almost like a buzzword. What is a customer experience anyway? The notion encompasses every single factor that contributes to how people perceive your business in general. And customer service<\/a> is a vital part of it.<\/p>\n\n\n\n Live chat support is one of the most flexible and effective ways to be in contact with your users. The widget you install on your website is super customizable, so it usually looks like a natural element of your website or app. However, the level of support you provide via live chat can be a source of endless customer satisfaction and a positive experience<\/a>. If you make it swift, personalized, and accurate, nothing can stop you.<\/p>\n\n\n\n When implemented right, live chat support can be a great source of business growth. Helpful answers inevitably lead to high customer satisfaction. Satisfied clients tend to be more loyal, which results in high retention rates and more returning customers for e-commerce<\/a>. <\/p>\n\n\n\n Sounds like a win-win situation for all parties involved!<\/p>\n\n\n\n If you\u2019re dead set on adding live chat support to your workflow, do consider the following 8 tips and best practices. They will help you achieve higher productivity and greater results.<\/p>\n\n\n I never get tired of emphasizing the importance of speed for live chat support. Clients expect to receive the first response from you in under 3 minutes<\/a>. And that should be your ultimate goal.<\/p>\n\n\n\n The skill of fast typing<\/a> is a good place to start. Obviously, if you can\u2019t use your keyboard effectively, there\u2019s not much you can do about the speed of your answers. Still, some features can dramatically improve the quality of your work:<\/p>\n\n\n\n People can hate<\/a> small talk all they want, but its importance is undeniable. It “serves to establish bonds of personal union”, which is really important when you deal with customers and their ever-changing moods. You see, client relationships<\/a> are not that different from personal ones.<\/p>\n\n\n\n Live chat support is perfect for practicing purposeful<\/a> small talk with your customers without going overboard. When appropriate, support reps can begin and end a conversation with general questions. Who knows, they can even give you more information regarding a customer\u2019s problem,<\/p>\n\n\n\n For instance, if you\u2019re talking about some location or syncing time zones while scheduling a call, it won\u2019t be a bad idea to ask more about a customer\u2019s native town. Maybe you\u2019ve always wanted to visit it or have heard some interesting facts about it. That\u2019s a bonding experience right there. <\/p>\n\n\n\n I\u2019m a strong believer that such conversations are almost always appropriate (except for the situations when you deal with extremely frustrated customers).<\/p>\n\n\n\n As counterintuitive as it may sound, words only convey about 7% of what you’re trying to say<\/a>. Facial expressions and the voice tone are responsible for the other 93% of what you’re trying to say. But when it comes to live chat, we can only rely on words (and occasional emojis and gifs).<\/p>\n\n\n\n That’s why when listening to customers\u2019 complaints, you need to LISTEN. Thinking about closing that conversation and proceeding to the next one like it\u2019s a conveyor belt won\u2019t earn you any popularity points among customers.<\/p>\n\n\n\n If you want to genuinely help, you need to grasp every piece of information, ask open-ended questions, and demonstrate your engagement by reflecting on the conversation. Until you get to the bottom of it, you can\u2019t really resolve anything.<\/p>\n\n\n\n That\u2019s the beauty of a live chat conversation. Unlike emails, it\u2019s happening in real time. So you can ask all kinds of questions for however long you need. But unlike phone support, there\u2019s no awkwardness when trying to grope for words fast enough. Take your time and show interest.<\/p>\n\n\n When dealing with different people, support conversations tend to go haywire. Chatting scripts can be extremely helpful for handling difficult or otherwise typical situations with grace. They provide you with a structured plan of action and save a lot of time along the way.<\/p>\n\n\n\n But the best live chat support examples happen when agents decide to improvise and take initiative. For example, there was this one time when a Netflix support operator responded by introducing himself as \u201cCaptain Mike of the good ship Netflix\u201d. It developed<\/a> into the most amazing customer support experience ever. And it wouldn’t be possible if the employee just followed the protocol blindly.<\/p>\n\n\n\n Empower your support team to act on instinct: offer small discounts or bonuses to make up for some shortcomings, come up with special deals for VIP customers, etc. This way, agents will be able to put out the fire in critical situations and create unforgettable experiences for clients.<\/p>\n\n\n\n Emojis, gifs, and situational jokes are great. But you should always be aware of who you\u2019re speaking to. Some people, especially in the B2B sector, won\u2019t appreciate insubordination and a light tone (can\u2019t imagine how sad their lives must be, but that\u2019s the reality of the world).<\/p>\n\n\n\n No matter the situation, you can\u2019t be wrong by falling back on live chat etiquette rules. This includes good grammar and spelling, proper introductions, and staying away from complicated expressions and professional vocabulary.<\/p>\n\n\n\n Ending chat properly is also an art. You must always thank a customer for whatever feedback or insights they\u2019ve provided you with and make sure the issue is resolved.<\/p>\n\n\n\n As tempting as it is to provide 24\/7 live chat support, the dream is almost unreachable. By specifying your work schedule in a live chat widget, you can manage client expectations effectively.<\/p>\n\n\n\n Inform people when your team is going to be back and gather email addresses in the meantime to send follow-ups. It doesn\u2019t mean visitors should stay in the dark during this time:<\/p>\n\n\n\n2. Live chat support is always timely and contextual<\/h4>\n\n\n\n
3. Live chat keeps the conversation light and brisk<\/h4>\n\n\n\n
4. Live chat allows multitasking<\/h4>\n\n\n\n
5. Live chat support is cost-effective<\/h4>\n\n\n\n
6. Live chat can be backed by useful add-ons<\/h4>\n\n\n\n
7. Having live chat is a good customer experience<\/h4>\n\n\n\n
Live chat support tips and best practices<\/h2>\n\n\n\n
![\"Live](\"https:\/\/helpcrunch.com\/blog\/wp-content\/uploads\/2021\/06\/Live-chat-support-infographic.png\")
<\/figure><\/div>\n\n\n1. Work on your speed<\/h3>\n\n\n\n
\n
![\"HelpCrunch](\"https:\/\/helpcrunch.com\/blog\/wp-content\/uploads\/2021\/06\/HelpCrunch-Inbox.png\")
2. Don\u2019t neglect small talk<\/h3>\n\n\n\n
3. Practice active listening<\/h3>\n\n\n\n
![\"Active](\"https:\/\/helpcrunch.com\/blog\/wp-content\/uploads\/2021\/06\/Active-listening-skills-diagram.png\")
4. Don\u2019t be afraid to go off-script<\/h3>\n\n\n\n
5. Consider your audience<\/h3>\n\n\n\n
6. Set up chat operating hours<\/h3>\n\n\n\n
![\"HelpCrunch](\"https:\/\/helpcrunch.com\/blog\/wp-content\/uploads\/2021\/06\/HelpCrunch-live-chat-widget-1.png\")