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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