{"id":24768,"date":"2019-12-24T08:37:23","date_gmt":"2019-12-24T08:37:23","guid":{"rendered":"https:\/\/www.proprofs.com\/c\/?p=24768"},"modified":"2025-09-25T08:53:56","modified_gmt":"2025-09-25T08:53:56","slug":"live-chat-best-practices","status":"publish","type":"post","link":"https:\/\/www.proprofschat.com\/blog\/live-chat-best-practices\/","title":{"rendered":"17 Live Chat Best Practices For Sales &amp; Customer Support"},"content":{"rendered":"\n<p><i><span style=\"font-weight: 400;\">\u201cWhy do website visitors give low ratings to our live chat support?\u201d<\/span><\/i><\/p>\n\n\n\n<p><i><span style=\"font-weight: 400;\">\u201cWhat should I do to improve customers\u2019 experience on my website?\u201d<\/span><\/i><\/p>\n\n\n\n<p><i><span style=\"font-weight: 400;\">\u201cHow can I get the most out of my live chat for customer support?\u201d<\/span><\/i><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">These are only some of the questions business managers frequently ask to improve their business performance. And while answers to them depend on a diversity of factors, the ultimate key to support success is the <strong>adoption of live chat best practices.<\/strong><\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">But how can you know what practices actually yield the best results?<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">And, how are <\/span><b>live chat best practices for customer support<\/b><span style=\"font-weight: 400;\"> a positive activity<\/span><span style=\"font-weight: 400;\"> if your website visitors give your live chat support such a low rating?<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Well, you can either spend time and energy spying on your competition and trying to copy their live chat examples, or you can stay with us and get a direct insight into 17 best practices for live chat support that you can implement right away.&nbsp;<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Use_Live_Chat_Best_Practices_To_Build_Seamless_Experience_For_Your_Customers\"><\/span><b>Use Live Chat Best Practices To Build Seamless Experience For Your Customers<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><iframe loading=\"lazy\" src=\"https:\/\/www.youtube.com\/embed\/YIBx8bHel9c\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">To help you get a more profound image of best practices for live chat support, we\u2019re dividing our suggestion list into several main groups, each one dealing with a specific set of practices.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">So, keep reading to find out everything you wanted to know about <strong><a href=\"https:\/\/www.proprofschat.com\/solutions\/sales\/\">live chat for sales<\/a><\/strong> optimization\u2013examples included!<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Live_Chat_Best_Practices_For_Live_Chat_Visibility_And_Availability\"><\/span><b>Live Chat Best Practices For Live Chat Visibility And Availability<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">With a list of 17 live chat best practices, your business can really skyrocket its sales. Let\u2019s check them out below!<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>1. Place Live Chat Window in the Lower Right-Hand Corner<\/strong><\/h3>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/www.proprofs.com\/c\/wp-content\/uploads\/2019\/12\/live-chat-popup-1.png\" alt=\"live chat popup\" class=\"wp-image-24804\"\/><\/figure>\n<\/div>\n\n\n<p><span style=\"font-weight: 400;\">When navigating websites, visitors are pretty used to check out the right side of the screen first. And if they\u2019re looking for live chat support, they\u2019ll be pretty likely to search for it in the lower right-hand corner of a webpage.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">This instinct is probably developed as an impression from the fact that diverse social media platforms, including Facebook, have their instant messaging centers precisely in this area. And if you\u2019re still not sure about it, just check out some real-life live chat examples.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">If you visit any major business website that provides live chat support, you\u2019ll realize that the chat window placement remains pretty much the same on each of them. So, if you want your live chat to bring results, you definitely want to stick to this pattern, too.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>2. Make Your Live Chat Window Easily Accessible<\/strong><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">So, what you should do is make sure that your visitors can easily see your live chat button wherever on your website they are. <strong>Don\u2019t make the mistake of placing your live chat only on your homepage.<\/strong><\/span><\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Use <a href=\"https:\/\/www.proprofschat.com\/features\/proactive-chat\/\">proactive chat invitations<\/a> to boost customer support service.<\/p>\n<\/blockquote>\n\n\n\n<p><span style=\"font-weight: 400;\">The effortless <span style=\"text-decoration: underline;\"><a href=\"https:\/\/www.proprofschat.com\/blog\/live-chat-customer-experience\/\">accessibility of live chat is extremely important for your customer experience<\/a><\/span> and retention since, in a large number of cases, your visitors won\u2019t land directly on your homepage. And, unless they are extremely interested, they won\u2019t bother to look for the live chat anywhere beyond their landing page. So, they\u2019ll probably give up on your website before even giving it a chance.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Apparently, this seemingly unsubstantial drawback in some cases may be a major <strong>cause of increased bounce rates<\/strong>. And this is especially true if your website is complex and requires significant effort for customers to take the next step. So, instead of neglecting your live chat, make sure to have it exposed on all your pages.&nbsp;<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>3. Feature a (Customized) Proactive Message in the Live Chat Window<\/strong><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">If you want to go a step further and make sure that your customers won\u2019t miss your live chat, you can always make it more visible by <span style=\"text-decoration: underline;\"><a href=\"https:\/\/www.proprofschat.com\/blog\/proactive-customer-service\/\">activating proactive messages when your website page loads<\/a><\/span>.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Apart from clearly showing your customers that they can rely on live chat, <strong>with a proactive greeting message you\u2019re additionally motivating them to engage with you.<\/strong> This way, you\u2019re increasing their interest and, therefore, their probability of converting. To level up your proactive support game, you can create a different message for each page on your website<\/span>. To know more read this quick guide about proactive <a href=\"https:\/\/www.proprofschat.com\/blog\/add-live-chat-to-website\/\">live chat setup<\/a><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">For example, you can use a customized proactive message to reach out to newly registered website visitors, like:<\/span><\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized is-style-default\"><img loading=\"lazy\" decoding=\"async\" width=\"810\" height=\"431\" src=\"https:\/\/www.proprofschat.com\/blog\/wp-content\/uploads\/2023\/10\/proactive-live-chat-window-2.png-1-2.png\" alt=\"Proactive live chat window\" class=\"wp-image-42347\" style=\"width:810px;height:431px\"\/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>4. Specify Timing If Your Live Chat for Customer Support Is Not Available 24\/7<\/strong><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">If you cannot provide live chat support <strong>24\/7<\/strong>, you should clearly point out your support work hours. Practically speaking, you should make it easily visible to your customers even before they try to reach out to you.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Otherwise, if you let them write a lengthy message explaining their issue only to have them figure out that you are not available once they try to send it, you\u2019ll make them feel frustrated. And frustration is one of the top reasons for visitors to give up on your brand.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">So, what should you do?<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">While you\u2019re out of the office and not providing live support, you can activate a proactive message explaining the situation. Besides, you can suggest they send an email to you to avoid not addressing their issue at all.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">For example<\/span><span style=\"font-weight: 400;\">, you can reach out to them with a message like this:<\/span><\/p>\n\n\n\n<div class=\"bd-alert\"><span style=\"font-weight: 400;\">Hello there. We\u2019re out of the office right now, but if you need our help or assistance, feel free to send us an email. We\u2019ll get back to you as soon as we check it out.&nbsp;<\/span><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>5. Feature the Estimation of Wait Time When Needed<\/strong><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">Sometimes, your live chat support may not be able to handle all customers\u2019 requests at a time. And nobody loves wasting time on hold. Especially if they don\u2019t know how long it will last.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">So, if you have to deal with an excessive number of customers\u2019 requests and chat sessions, make sure to at least <strong>reduce customers\u2019 frustrations<\/strong> by pointing out how long they\u2019ll have to wait before an agent replies to their request. This can be done easily by activating an automated message with a timer in your <strong><a href=\"https:\/\/www.proprofschat.com\/solutions\/customer-service\/\">live chat for customer support<\/a><\/strong>.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">For example<\/span><span style=\"font-weight: 400;\">, you can add a message like this: <\/span><\/p>\n\n\n\n<div class=\"bd-alert\"><span style=\"font-weight: 400;\">We\u2019re sorry for the delay. One of our agents will be with you in (estimated wait time). Thank you for your patience.<\/span><span style=\"font-weight: 400;\">&nbsp;<\/span><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Live_Chat_Best_Practices_For_Increased_Communication_Efficiency\"><\/span><b>Live Chat Best Practices For Increased Communication Efficiency<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>6. Use Pre-Made Messaging Templates<\/strong><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">There\u2019s probably no more efficient way of speeding up communication without jeopardizing its quality than using pre-made messages.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">These messages, also known as <strong><a href=\"https:\/\/www.proprofschat.com\/features\/canned-responses\/\">canned responses<\/a><\/strong>, may be activated in different ways, depending on the type of your live chat software. Some of them let you create a different shortcut for each automated reply, while some of them provide you with a drop-down menu that\u2019s activated automatically, once you start typing keywords that appear in a specific canned response.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">For example<\/span><span style=\"font-weight: 400;\">, you can <strong><a href=\"https:\/\/www.proprofschat.com\/features\/chat-greeting\/\">automate greetings<\/a><\/strong> or other types of generic messages that you frequently send. If you\u2019re frequently dealing with frustrated customers, you may want to have among your canned responses something like:&nbsp;<\/span><\/p>\n\n\n\n<div class=\"bd-alert\"><span style=\"font-weight: 400;\">We\u2019re really sorry for this inconvenience.<\/span><\/div>\n\n\n\n<p><span style=\"font-weight: 400;\">Or, if you\u2019re usually asking visitors to rate your chat session once it\u2019s done, it could significantly save your time if you had a ready-made message to ask them for their opinion.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Here\u2019s how ProProfs does it:<\/span><\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized is-style-default\"><img loading=\"lazy\" decoding=\"async\" width=\"810\" height=\"638\" src=\"https:\/\/www.proprofschat.com\/blog\/wp-content\/uploads\/2023\/10\/canned-responce-2.png-1-2.png\" alt=\"Canned responses for good customer service\" class=\"wp-image-42348\" style=\"width:810px;height:638px\"\/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">&nbsp;<\/h3>\n\n\n\n<h3 class=\"wp-block-heading\"><b>7. Enrich Text Messages With More Insightful Formats <\/b><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">Even though live chat is usually based on the exchange of <em>textual messages,<\/em> sometimes, the complexity of an issue requires the use of other types of content. In a large number of cases, customers will better understand agents\u2019 instructions if they are followed with visual examples, step by step videos, infographics, etc.&nbsp;<\/span><\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><span style=\"font-weight: 400;\">If you want to get the most out of live chat best practices, then use live <a href=\"https:\/\/www.proprofschat.com\/blog\/best-live-chat-software\/\">chat software<\/a> that supports this rich content exchange.&nbsp;<\/span><\/p>\n<\/blockquote>\n\n\n\n<p><span style=\"font-weight: 400;\">Not only will you make it easier for customers to overcome a certain issue, but you\u2019ll also save a lot of your agents\u2019 time, having in mind they can re-use the same multimedia content in different situations.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>8. Use Pre-Chat Forms and Post-Chat&nbsp;Surveys<\/strong><\/h3>\n\n\n\n<p>Pre-chat forms and <a href=\"https:\/\/www.proprofschat.com\/post-chat-survey\/\">post-chat<\/a>&nbsp;surveys are also important elements of live chat best practices, as they shorten the interaction between an agent and a customer.<\/p>\n\n\n\n<p>On the one hand, pre-chat forms are helpful as they let the agent get the key information about customers and their requests before providing feedback. This way, it takes less time for them to solve the issue.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/www.proprofs.com\/c\/wp-content\/uploads\/2019\/12\/post-chat-survey.png\" alt=\"Post-chat surveys\" class=\"wp-image-24478\"\/><\/figure>\n<\/div>\n\n\n<p>On the other hand, post-chat forms and surveys help <a href=\"https:\/\/www.proprofschat.com\/blog\/customer-feedback-channels\/\">collect customers\u2019 feedback<\/a> on relevant products and services or different aspects of a specific live chat session.<\/p>\n\n\n\n<p>Accordingly, they are highly convenient as they reduce the need for agents to spend extra-time asking the questions over and over again. They represent the most convenient solutions among numerous other live chat support best practices.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Live_Chat_Best_Practices_For_Improved_Communication_Quality\"><\/span><b>Live Chat Best Practices For Improved Communication Quality<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>9. Personalize Each Chat Session as Much as Possible<\/strong><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">No matter whether you\u2019re talking to a new customer or someone with major purchase history, you should do your best to provide them a personalized experience.<\/span><\/p>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<p><em><span style=\"font-weight: 400; font-size: 14pt;\">The easiest way of developing at least a somewhat personalized session with a new customer is by making them fill in a short pre-chat form.<\/span><\/em><\/p>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<p><span style=\"font-weight: 400;\">From this form, you can get some info that can help you customize and optimize your interaction, such as their name, location, type of issue they\u2019re experiencing, etc.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">When it comes to live chat personalization for repeat customers, you can rely on their <strong>chat history<\/strong> and their previous interactions with your brand.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">In other words, you may try addressing some of their previous issues and check if everything\u2019s fine now, or use their previous feedback on your chat support quality to provide them improved experience.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>10. Show Customers That a Real, Empathetic Person Is Talking to Them<\/strong><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">When activating live chat support, you should think about the impression you\u2019re making on your website visitors. To make them feel more comfortable interacting with your brand, let them know that they are communicating with a friendly, polite, and understanding person.<\/span><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/www.proprofs.com\/c\/wp-content\/uploads\/2019\/12\/emoticons.png\" alt=\"Add the Human Touch to Your Live Chat Conversations\" class=\"wp-image-24496\"\/><\/figure>\n<\/div>\n\n\n<p><span style=\"font-weight: 400;\">Avoid too formal or judgy approach, and don\u2019t hide your agents behind your <a href=\"https:\/\/blog.designcrowd.com\/article\/1898\/7-tips-to-keep-in-mind-while-designing-a-brand-logo\" target=\"_blank\" aria-label=\"undefined (opens in a new tab)\" rel=\"noreferrer noopener nofollow\">brand logo<\/a>. Instead, feel free to feature their professional image and name to help create a more personal bond between them and customers.&nbsp;<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>11. Adapt Your Language to Your Customers and Brand Identity<\/strong><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">Adapting language to your customers, keeping your brand identity in mind is not only about <strong>knowing grammar rules<\/strong>.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Of course, it\u2019s incredibly important for you to have impeccable grammar and orthography to seem professional in the eyes of a potential customer. Still, you should also go beyond these two requirements, adjusting your style and register to the message your brand wants to spread.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">So, make sure to fit your communication style to your business type.<\/span><\/p>\n\n\n\n<p><em><span style=\"font-weight: 400;\">For example<\/span><span style=\"font-weight: 400;\">, if your website is an online pharmacy, you should base your communication on a consistent, serious tone that instills trust. And if you have a creative gift shop, you should try to interact with a more playful tone, and even use emojis or memes.<\/span><\/em><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>12. Make Sure to Address Customers\u2019 Requests as Directly and Precisely as Possible<\/strong><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">One of the major sources of frustration for a large number of customers is having their requests addressed vaguely. Apart from fast feedback, your customers expect you to approach their issues thoroughly and provide a reply considering all the information they previously provided.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">So, if you <span style=\"text-decoration: underline;\"><a href=\"https:\/\/www.proprofschat.com\/blog\/delightful-customer-service\/\">want your customers to remain delightful, happy and loyal<\/a><\/span>, make sure not to waste their time on answers that have nothing to do with their questions. Before providing feedback, give your best to understand their requests and <strong>ask additional questions<\/strong> if you\u2019re not sure that you understand their complaints.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Remember that it\u2019s always better to show interest and spend some extra time trying to realize what their specific issue is than to give a generic reply that\u2019s not as helpful as it should be.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Advanced_Live_Chat_Practices_for_Conversion_Rate_Optimization\"><\/span><b>Advanced Live Chat Practices for Conversion Rate Optimization<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>13. Improve Engagement on Your Website with Announcements<\/strong><\/h3>\n\n\n\n<p>To capture your visitor\u2019s attention in one go can be a challenge for many online business owners. That\u2019s why we recommend you to make use of features like Announcements offered by <a href=\"https:\/\/www.proprofschat.com\/\">ProProfs Chat<\/a> to capture and engage your visitors on the website.<\/p>\n\n\n\n<p><strong>With Announcements, it\u2019s easy to update your visitors about upcoming events, sales, discounts, new product upgrades and more efficiently.<\/strong> Such announcements will help you engage visitors and even identify upsell opportunities for your business.<\/p>\n\n\n\n<p>Here\u2019s an example of how Announcements would look on your website:<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/www.proprofs.com\/c\/wp-content\/uploads\/2020\/08\/webinar.jpg\" alt=\"Webinar Registrations\" class=\"wp-image-31973\"\/><\/figure>\n<\/div>\n\n\n<h3 class=\"wp-block-heading\"><strong>14. Use Live Chat Software Tags for the Request Categorization<\/strong><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">Even though the message tagging feature is not the one that you\u2019ll get to hear about too much, it definitely can be very handy. Practically speaking, with this feature, agents get to categorize different chat sessions based on their topics or some other criteria.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">This way, when a visitor reaches out to you with a request, and you know you had solved a similar problem before, you can easily check how it went and what you should do to increase efficiency and improve performance.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>15. Integrate Live Chat for Sales With a Knowledge Base<\/strong><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">The <span style=\"text-decoration: underline;\"><a href=\"https:\/\/www.proprofschat.com\/integrations\/knowledgebase\/\">integration of your live chat for customer support with a well-developed knowledge base<\/a><\/span> is another great option among live chat best practices.<\/span><\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized is-style-default\"><img loading=\"lazy\" decoding=\"async\" width=\"810\" height=\"167\" src=\"https:\/\/www.proprofschat.com\/blog\/wp-content\/uploads\/2023\/10\/Live-chat-knowledge-base-integration-1.png\" alt=\"live chat and knowledge base integration\" class=\"wp-image-42349\" style=\"width:810px;height:167px\"\/><\/figure>\n\n\n\n<p><br><iframe loading=\"lazy\" src=\"https:\/\/www.youtube.com\/embed\/e4duAZVFi-I\" width=\"700\" height=\"400\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">It represents a great way of providing live support to your customers while at the same time motivating them to try to fix some simpler issues by navigating them towards existing relevant information.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">In other words, <a href=\"https:\/\/www.proprofschat.com\/blog\/characteristics-of-live-chat-agents\/\">live chat agents<\/a> supported by a knowledge base can handle customers&#8217; requests with increased efficiency since they can simply <strong>link relevant articles in the session.<\/strong>&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Of course, support staff should pay attention if the selected article from a knowledge base fully addresses customers\u2019 requests, to avoid unnecessary frustrations. Besides, the agents should always request that customers confirm if they managed to solve the issue on their own and suggest providing additional help if needed.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>16. Keep Track of Key Performance Indicators<\/strong><\/h3>\n\n\n\n<p>If you want to be sure that your live chat support is bringing you the results that you expect, you should not only <strong><a href=\"https:\/\/www.proprofschat.com\/reports-and-analytics\/\">monitor your agents\u2019 performance<\/a><\/strong> but also quantify it.<\/p>\n\n\n\n<p>And to be able to do so, you have to determine your key performance indicators\u2013the measures and parameters that can help you realize the impact of your live chat support on your business results.<\/p>\n\n\n\n<p>Once you start to transform your descriptive customers\u2019 impressions into <em>numbers, statistics, and reports,<\/em> you\u2019ll be able to improve your understanding of your support performance.<\/p>\n\n\n\n<p>Figuring out the crucial support aspects that negatively affect your conversions, you\u2019ll get a chance to analyze them more profoundly and think of ways to solve them efficiently.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>17. Integrate a CRM Tool With Your Live Chat for Sales<\/strong><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">Undoubtedly, the use of <span style=\"text-decoration: underline;\"><a href=\"https:\/\/www.proprofschat.com\/blog\/live-chat-crm-integration\/\">CRM tools is&nbsp;an important part of live chat best practices<\/a><\/span>, as they make live chat support easier for both agents and customers.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">These tools help agents handle customers\u2019 requests by creating their profiles and saving relevant information (names, emails, requirements, preferences, etc.). This way, every time an agent tries to help a customer, he can rely on the profiles <span style=\"text-decoration: underline;\"><a href=\"https:\/\/www.proprofschat.com\/blog\/crm-for-customer-service\/\">CRM tool generated to provide improved customer experience<\/a><\/span>.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">On the other hand, with the help of these tools, if an agent leaves a chat session for some reason, customers don\u2019t have to explain everything from the start. The tool syncs the provided information in real-time, keeping everything available even after the session is interrupted.<\/span><\/p>\n\n\n\n<p><b>Watch&nbsp;This Video To Know Benefits of Microsoft Dynamics CRM Integration With Live Chat.<\/b><br><iframe loading=\"lazy\" src=\"https:\/\/www.youtube.com\/embed\/nLGSzK1g8ss\" width=\"700\" height=\"400\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Why_Do_You_Need_To_Follow_Live_Chat_Practices\"><\/span><b>Why Do You Need To Follow Live Chat Practices?<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">All of the above mentioned and analyzed practices have a substantial impact on your live chat performance. Not only do they affect the efficiency of your agents and interaction quality but they also shape your relationship with customers from the moment they reach out to you until you have their request resolved or your product sold.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Accordingly, it\u2019s not surprising that numerous businesses have their live chat for customer support rely on these pre-tested and highly useful support solutions.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Firstly, live chat support best practices may completely reshape the efficiency and quality of the communication between your agents and customers.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Secondly, these improvements in their interaction inevitably lead to an increased number of visitors converting into customers.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Besides, the fact you\u2019re providing a uniform, consistent support service in all phases of visitors\u2019 journey implies reductions in churn rate as well as an increase in the customers\u2019 loyalty.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Finally, as you can see, if implemented properly, live chat best practices for sales can only have a positive impact on your business performance. Enhancing the diversity of aspects of the communication established between your agents and customers, these practices create a solid base for the further improvements in your brand reputation and relationship with customers.<\/span><\/p>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<p><span style=\"font-weight: 400;\">Now that we\u2019ve seen some of the best live chat practices and why their implementation is essential for a business, let\u2019s take a look at some of the frequently asked questions below.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"How_can_I_improve_my_live_chat_service\"><\/span><b>How can I improve my live chat service?<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">Reaching out to your customers before they do, providing instant help, never missing out on customer queries even when your operators are offline are some of the ways through which you can improve your live chat service.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"How_can_I_optimize_live_chat_for_personalized_conversations\"><\/span><b>How can I optimize live chat for personalized conversations?<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">To make sure you optimize live chat for personalized conversations, give access to your operators to visitor activities. This will help them understand their intent on the website and initiate a chat in strategic moments that creates a personalized experience for the visitors on the website.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"How_to_use_my_live_chat_to_build_a_seamless_experience_for_customers\"><\/span><b>How to use my live chat to build a seamless experience for customers?<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">With&nbsp;the <span style=\"text-decoration: underline;\">best live chat software<\/span>, you can understand the browsing patterns of your customers, help operators initiate a chat, increase internal collaboration with features like operator-to-operator chat and make sure that the responses are delivered faster.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"What_are_the_important_qualities_to_provide_good_customer_service\"><\/span><b>What are the important qualities to provide good customer service?<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">There are a lot of qualities that your operators need to work on if they aim to provide good customer service during a live chat. Some of these can be read in our blog &#8211; <\/span><a href=\"https:\/\/www.proprofschat.com\/blog\/live-chat-tips\/\"><span style=\"font-weight: 400;\">How to Chat With Customers Online: 9 Effective Tips for Customer Support<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u201cWhy do website visitors give low ratings to our live chat support?\u201d \u201cWhat should I do to improve customers\u2019 experience on my website?\u201d \u201cHow can I get the most out of my live chat for customer support?\u201d These are only some of the questions business managers frequently ask to improve their business performance. And while&#8230;<\/p>\n","protected":false},"author":11,"featured_media":34690,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[223,11],"tags":[],"class_list":["post-24768","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-support","category-live-chat"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>17 Live Chat Best Practices for Excellent Customer Service<\/title>\n<meta name=\"description\" content=\"Support your customers with our live cha best practices. 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