Making the most of your live chat service

Posted on: 3 December 2015

Providing instant and effective online support is vital in this digital age. More and more people are turning to the internet to consume knowledge and consume products and services. Therefore, once you have attracted a potential customer to your website, you want to do everything in your power to ensure that they have a great experience, thereby maximising your chance of making a sale.

When you consistently meet the needs of your customers, they will become loyal to your brand and know that you are reliable. Setting up your chat service is not enough; you need to be constantly tweaking it and making sure that you are fulfilling all of the needs of your customers. Here is some advice on how to make your live chat support the best in your industry.

Consistency is key

No matter what platform it is, you should always ensure that there is consistent support between them all. You don't want to have perfect chat response on your website at the same time as having little no responsiveness on your social media requests.

There is a fine balance to be achieved. You also need to make the voice consistent on each platform and aligned with the business's core values. The answers should be the same and a comprehensive script needs to be developed. The last thing you want is to have a potential customer being supplied with conflicting information from two different platforms.


Having instant chat and replies is a great way of differentiating yourself from your competitors. Your customers know that they can go to one of your businesses platforms and receive instant answers as opposed to having to wait hours or days when dealing with one of your competitors. While it is important having instant support available, it defeats the purpose if the person on the chat cannot effectively answer questions and queries.

Live chat queries are generally more urgent than those sent by email, which is why delayed responses are to be avoided. You should be able to reply instantly; if you cannot afford this type of day long support, provide the customer with specific operating hours for the live chat service.

Always respect users' security

In this day and age, people are becoming more security-conscious when it comes to providing their personal information to people. Therefore, you should ensure that the customer does not need to share any personal information over chat. If you need personal information from them, make sure that it is through a secured web form or over the telephone.

Contact a company like The Message Centre to learn more about live messaging services.