5 Tips for delivering effective customer support over live chat

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
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#Gamification claims to lighten stressful jobs, but is this truly helpful in #TechnicalSupport?

Join us as we explore just how effectives this strategy is in the #CallCenter: https://buff.ly/3LU2M6p

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#WeSpeakYourLanguage
#CustomerSupport #CustomerService
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#CustomerExperience
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#CustomerService metrics indicate the level of service your brand is capable of providing.
They can also reveal just how effective your strategies are, including your
• staffing
• training
• quality assurance, and
• service/people management.

Metrics are more diagnostic than curative: https://buff.ly/3RiolyQ

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Make dismal #CustomerService a thing of the past when you outsource your #CustomerSupport needs: OpenAccessBPO.com/get-started

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#CallCenterOutsourcing #CallCenters
#CustomerExperience
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Customers appreciate brands with #eCommerce websites that have #LiveChatSupport because of its convenience, speed, and humanized interaction.
You need to optimize these 4 features to make your #ChatSupport exceptional: https://buff.ly/3fhVflL

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Upgrade #CustomerExperience with our 24/7 multichannel #CustomerSupport solutions: OpenAccessBPO.com/get-started

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#Repost | Team Allied Services and You:
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 is once again supporting #RyansRun during the TCS New York City Marathon this November.

Ryan's Run is a nonprofit organization and NYC Marathon Charity Partner. This #sponsorship supports #charity healthcare system Allied Services and their goal to improve the lives of people with disabilities, life-changing injuries, and chronic illnesses.

Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

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Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The company’s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

Thank you @openaccessbpo

#openaccessbpo #teamalliedservicesandyou #pinoyrunner
#tcsnycmarathon #partnership #support #WeSpeakYourLanguage
#NYCMarathon2022
Open Access BPO
Open Access BPO1 week ago
Open Access BPO, in partnership with the Philippine Red Cross, is holding a #BloodDonation drive on September 28.

Employees who haven't signed up as #BloodDonors may do so by filling out this form: https://buff.ly/3dvNyI6

𝗦𝗮𝘃𝗲 𝗮 𝗟𝗶𝗳𝗲 𝗕𝗹𝗼𝗼𝗱 𝗗𝗿𝗶𝘃𝗲 𝟮𝟬𝟮𝟮
September 28 | 10:00 AM - 3:00 PM PST
Open Access BPO Makati, Glorietta 2 site lobby

#WeSpeakYourLanguage
#DonateBlood
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#Gamification works to create healthy competition and camaraderie among your #CallCenter agents while ensuring productivity and high quality support for your customers.

But it only works if done right. Here are several tips you can use to gamify your contact center: https://buff.ly/3dvR6Kt

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Ensure high quality support for your customers: OpenAccessBPO.com/get-started

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Open Access BPO