5 Tips for delivering effective customer support over live chat

OABPO Blog Team Published on May 16, 2014

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How can live chat representatives engage with customers better? Open Access BPO gathered some tips to optimize chat sessions.


One of the advantages of call center outsourcing to the Philippines is that clients can choose from a wide range of customer service solutions—from voice-based operations to multi-channeled ones where non-voice tools like live chat, email, and social media work alongside phone representatives.
Outsourcing firms benefit from live chat for its cost-reduction and multitasking advantages. To make the most out of this platform, they implement basic practices such as these:

1.   Start where your customers leave

Identify the pages on your website where exit rates are the highest and initiate live chat there. There might be no points of engagement in those pages, so make visitors stay longer by offering assistance or suggesting more helpful pages.

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2.   Be proactive

A study by Forrester Research revealed that proactive chatting increases ROI by up to 105%, so instead of waiting for interested customers to start the chat, extend the invitation with greeting prompts.

3.   Customize greetings

Customizing the chat greeting to make it specific to the user experience can increase the likelihood of the visitor accepting the invitation. You could also create invitations that are specific to the product you offer and the page that the user is on. For example, if the visitor is on the outerwear section of your online apparel shop, your chat invitation should say something like “We can suggest a bottom that could go well with this item. Ask us!”

4.   Initiate chat with new visitors

Focus on new customers or those who rarely visit your site. They are more likely to be responsive to a chat invitation since they have yet to form a relationship with your brand.

5.   Be available on the shopping cart or sign-up pages

These pages are the most important on your website, so be proactive here. Otherwise, the probable sale or subscription might not push through because of a faulty site function or policy confusion that chat agents failed to clarify.

Like any other marketing and communication channel, live chat should be optimized through the combination of your customer knowledge and the behavior of your visitors. Creating tailored messages that speak directly to them could make them more receptive and eventually, more supportive to your brand.

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Open Access BPO recently hosted an exclusive financial literacy webinar on May 22, 2025, specifically designed to equip its employees with essential knowledge for personal #FinancialSecurity.

The event, 𝗪𝗵𝗮𝘁'𝘀 𝗬𝗼𝘂𝗿 𝗣𝗹𝗮𝗻 𝗕?: 𝗣𝗿𝗼𝘁𝗲𝗰𝘁𝗶𝗻𝗴 𝗬𝗼𝘂𝗿 𝗙𝘂𝘁𝘂𝗿𝗲 𝘄𝗶𝘁𝗵 𝗦𝗺𝗮𝗿𝘁 𝗙𝗶𝗻𝗮𝗻𝗰𝗶𝗮𝗹 𝗣𝗹𝗮𝗻𝗻𝗶𝗻𝗴, was organized in collaboration with @BDO Life and featured the financial organization's Senior Assistant VP, Edward Castro as guest lecturer.

The webinar centered on crucial aspects of #ProtectionPlanning, offering clear, actionable guidance on how to secure future financial stability. It explored a range of practical financial strategies, from traditional savings and investments to entrepreneurial ventures.

This initiative is a reflection of Open Access BPO's deep commitment to the overall well-being and financial stability of its workforce. This webinar is one of many planned employee engagement activities aimed to help our employees grow personally and professionally.

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Held in Barangay Eden, Toril District in Davao City's upland Toril District, employee volunteers planted 100 seedlings of the Philippine indigenous white Lauaan forest tree.

Partnering with the Department of Environment and Natural Resources–Community Environment and Natural Resources Office (DENR-CENRO), this effort aids in the vital reforestation and rehabilitation of the Talomo-Lipadas Watershed, a crucial water source for Davao City.

𝘗𝘭𝘢𝘯𝘵 𝘪𝘵 𝘍𝘰𝘳𝘸𝘢𝘳𝘥 highlights Open Access BPO's deep corporate social responsibility, demonstrating a tangible commitment to environmental impact and fostering a sustainable community.

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It's easy to assume that dips in your #CustomerService team's #productivity is because of laziness.

But be extra observant, because it could be an indication of a deeper concern: 𝗰𝗵𝗿𝗼𝗻𝗶𝗰 𝘄𝗼𝗿𝗸𝗽𝗹𝗮𝗰𝗲 𝗯𝘂𝗿𝗻𝗼𝘂𝘁.

𝗕𝘂𝗿𝗻𝗼𝘂𝘁 𝗰𝗮𝗻 𝗹𝗲𝗮𝗱 𝘁𝗼:
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Here are indications that your #CustomerSupport agents are burning out (and some team management tips for handling them!): https://buff.ly/UGegOw8

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Here's how to foster a more supportive environment for your night shift team: https://buff.ly/SbBAZ1R

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Learn how ensure employee satisfaction with programs and opportunities for our teams to grow and thrive: https://buff.ly/3yaDcXW

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To supercharge employee engagement in your #ContactCenter, consider these powerful coaching strategies: https://buff.ly/w89ehB3

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Here are helpful ways to ensure employee self-care: https://buff.ly/pwwtsoR

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We empower our teams to create #CustomerExperiences for your customers.

Our workplaces are built to prioritize self-care for our employees and drive success for our partners.
Outsource with us: https://buff.ly/3yaDcXW

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