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Last updated on March 10, 2021

4 Ways to Improve Your Live Chat Services


In today’s industry, live chat is one of the most popular ways for customers to communicate with a particular company. It may be a relatively new frontier for the customer support industry, but customers are getting savvier when it comes to customer support services. Today, almost the majority of businesses have their websites incorporated with live chat features to easily connect with their customers and vice-versa. One of the reasons behind this is more and more customers prefer interacting with businesses in real-time.

However, having a live chat feature on a website does not automatically guarantee that the business will be able to meet the customers’ ever-shifting demands and expectations. That said,  live chat will not be enough to help the business without the proper implementation and maintenance to aid their customers to the fullest.

In order to provide the best customer service through live chat, businesses need to have a substantial background on the correct approach when it comes to using live chat services to improve their operations.

Here are 4 methods to greatly improve one’s business live chat services.


This is a rather simple method yet it is still very effective. Making it a habit to provide personalized customer support services can greatly affect the connection between the business and its customers. The simple act of acknowledging them by their first names and communicating with a friendly tone does not only make customers feel comfortable but also helps the business establish rapport with their clients.

Also, exerting effort in reassuring and pacifying customers—especially when they are calling for complaints—can easily help both parties to communicate more smoothly and work on resolving issues in a more articulate and peaceful manner.


Not all customers have the same attitude. Some are patient and understanding while some are not. That is why it is important to be flexible enough to cater to all types of customers. This is especially true when a customer is asking for instructions on how to resolve an issue related to the use of the company’s products or services.

One of the main purposes of live chat is to provide ease of access for all customers. That is why it is important to provide straightforward answers and instructions. Refrain from giving complicated answers as these will eventually result in poor service and even lose loyal customers for good in the process. Remember, provide simple and accurate answers to customer queries at all times.


This should be one of the staples of live chat support. Each time a support representative needs to review a customer’s account or check on additional information related to the customer’s concern, it is essential to still ensure that customers are consistently updated on how their problem is resolved. Keeping customers on track helps them become more aware of what specific actions need to be done to resolve their concerns, along with the possible hurdles that may be encountered along the way.

This way, customers will appreciate the effort and dedication exerted by support representatives in assisting them with their queries and concerns. Constantly updating customers regarding the progress of their concern builds trust and lessens the frustration caused by being made to wait for a viable solution to their dilemma.


Asking customers for constructive feedback allows customer support representatives to know how well they do in their jobs. It helps them recognize customer pain points and determine better alternatives on how they can adapt and provide the services that will suit all types of customer concerns.

An efficient way of gathering customer feedback is by incorporating Q&A surveys at the end of each conversation. Q&A surveys will help the business determine how efficient their customer support service is as a whole.

On the other hand, asking for customers’ feedback may not always be as easy as it seems. Below are a few ways to make it easier for customers to provide their thoughts and comments on a business’ customer support services:

  • Prepare short and easy-to-answer survey questions
  • Incorporate multiple choices in the questions
  • Always embody the brand
  • Maintain a friendly tone


Boosting your live chat and customer support service should be consistent if you want your business to keep up with the dynamic standards in the online and mobile business industry. There may be ups and downs with live chat, but following the tips enumerated above can give your customer support team a head’s up on how to improve the structure of your current live chat service.

Improving your live chat service can be your bread and butter to gain a competitive advantage against your competitors. It likewise enables you to promote customer safety in light of the ongoing pandemic. The COVID-19 pandemic is showing no signs of subsiding anytime soon. Businesses should expect the numbers of customers who prefer live chat as their medium of communication to keep on growing in the following months. After all, live chat is safer and it saves them the trouble of heading to the business’s physical office for their queries. 

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