Create Stronger Customer Relationships With These Live Chat Support Tips

Live chat support is an easy and effective method to answer customer questions and help resolve any issues they have encountered with your products or services. Unfortunately, many consumers have a default attitude that customer service, online or over the phone, is difficult and tiresome. Creating a strong customer support team utilizing these tips is a simple way to build stronger customer relationships.

Make It User-Friendly

If a customer must navigate to several different pages and fill out forms of personal questions in order to initiate live chat services, then they are not likely to use those services at all and may even develop a distrust of your business. It should be practically effortless for a customer to contact a member of your support staff. Having a pop up or link as soon as a user navigates to your website is one effective way to make chat support user friendly and build trust in your business.

Clearly State Your Availability and Alternative Support Options

Not every business online has the means to offer customer support 24/7. If your chat support services are only available at certain times, then clearly state your hours of operation. Make sure your customers also have alternative options to contact you if they have a question outside of your working hours. Providing phone or email contact options not only makes your business appear more legitimate and trustworthy, but it provides other avenues of contact for those customers who might not wish to use chat support.

Provide Appropriate Training for Your Staff

Good customer service requires a certain amount of tact and patience. Make sure your support staff receives high-quality training to deal with all kinds of situations that may come up. Your customer support staff is a reflection of your business as a whole, so you want to ensure that they are providing positive representation of your products and services with every customer.

Follow up With Customers

It sometimes takes more than one interaction with a customer in order to get an issue resolved. It is vital that your support staff and managers follow up with customers as necessary to make sure their needs are met and their issues are resolved. Doing so makes your customers feel like you really care about them, and they are more likely to return for business later.

Customize Your Messenger

Taking the time to customize your messenger to match your business’ colors and logos shows customers that you take your company seriously. This also helps you stand apart from the competition, and it reinforces your business visually with every customer who uses it. Because there are a lot of websites out there that use chat services to scam customers, it can also help to identify you as an authentic business earnestly looking to help its customers.

Make Every Contact Count

It’s a shame that so many website customer services get a bad rap, but you don’t have to let that happen to your business. Being transparent with your clients and making access to support easy are simple ways to build trust and keep your clients coming back. Be sure to use these tips to your advantage.

By |2015-10-02T00:00:57-06:00October 2, 2015|Blog, Live Chat|0 Comments


Patrick joined Etech in 2000 and has held a variety of Leadership positions. In 2005 he helped lead the training of the first outbound and inbound team members in the Gandhinagar, India facility. Built on the success of this original team, Etech has been able to grow the outbound, inbound and web chat sales teams in India from 30 initial team members to its current team of approximately 600+ team members.

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