5 Live Chat Strategies for a Better Customer Experience

Running a business means keeping your customers happy, improving their experiences, and retaining them. Doing so requires you to focus on the user experience (UX) to make them happy and comfortable.

If you have a live chat service, you must develop strategies to make it more appealing and easier for your customers. As you focus on the UX and help your customers, you’ll have better results, boost sales, and understand what your customers want.

Make the Experience Interesting

Getting people to stick with your live chat requires you to make the experience exciting and positive for them design a good customer experience. If you make it boring or take too long, they’ll move to a different service where they don’t feel like they waste their time.

You should try animated UX microinteractions to keep their attention while they navigate your site. These features add small animations and movements to make it more appealing to your customers when they look into your eCommerce business.

If a box just appears on the screen, it won’t catch their attention as much as something that slides onto the screen and has movement when they click it.

You can incorporate other ideas to make them more interesting for your customers. For example, some businesses add music if they offer phone call live chat to make it less tedious for the customers as they wait.

It comes down to figuring out what your customers like, what grabs their attention and utilizing anything that helps your business stand out. Do your best to look into those small details and apply them.

Split the Work Effectively

If you have people working in the live chat industry, you must figure out how to split the work. Not separating it can have some severe consequences and negatively impact your business.

  • Helping fewer customers
  • Increasing wait times
  • Stressing out employees

If you make the wait longer for customers, they’ll go to a different business. Also, your employees will become less efficient if they feel stressed out while they work.

You shouldn’t make it more difficult for your employees and customers, so ensure your system splits the work evenly. For example, if the system detects one of your employees has multiple customers in a queue, it should move one of them to an employee with no queue.

You can also program the system to send customers with specific problems to specific employees. For example, if one of your employees specializes in tech support, you can send tech concerns to that employee.

You’ll find multiple programs to help you with this problem. Then, as you incorporate it and find ways to split the work, you’ll help your customers while making the job easier for your employees.

Focus on Effective Training

If you want your customers to have a good experience, you must train your employees to meet their needs. In addition, training your employees will help them tackle the work effectively, so they can quickly help customers without leaving them confused.

The training must teach them how to handle different situations while adequately using the software. Do your best to create a class or hire someone to develop it for you. The training should teach them the steps while avoiding miscommunication.

You should also get feedback from your employees as they go through the training. Doing so will make your work easier to understand and help you see where your training doesn’t make sense.

People must process and follow the training once they start a live chat. Therefore, do your best to provide as much training as necessary to help your employees succeed. If you skimp on the training, you’ll have less effective employees and negatively impact your various customers.

Track Key Indicators, Problems, and Feedback

Your success doesn’t only rely on your employees and how they interact with people. You must also keep track of key indicators, identify problems, and collect feedback. That information will help you understand how to improve your live chat services.

You can keep track of the number of customers your employees talk with daily, how many they help, and the issues they encounter. You can also review their chat logs to see how they interact with customers and what techniques work.

Your customers will also express problems they face from your business. You can track which issues come up the most and identify solutions. Doing so will help your customers and reduce the number of live chat requests you receive.

You should seek feedback from your customers and ask them to take surveys. Doing so will give you direct information to make changes to your live chat process based on what they need from you.

Use Multiple Channels

As you gain more customers, they’ll have different needs you must meet. Doing so can pose challenges, but you’ll make it easier by incorporating multiple channels into your live chat services.

If you can’t find a starting point, you should try some of these common channels used by businesses worldwide.

  • Website live chat boxes
  • Text messaging
  • Phone calls

Most companies have websites with live chat options to make it easier for everyone to talk. Then, the customers just have to type their concerns while the employees give them responses. In addition, customers can receive help from automated bots if they have simple problems.

Social media also works well because they have direct messaging. Your customers can make posts on your social media and even ask questions. You can address their problems and use social media as an alternative to live chatting.

Phone calls also work well since customers can call a number, be placed on hold, and have a representative help them.


The UX matters and must remain a focal point of your business if you plan to leave a positive impression. Ensure you work hard and focus on what your customers need, so they can easily navigate your live chat software and utilize it.

You’ll have to improve and make adjustments to stand out constantly, so put in the effort and listen to your customers.

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