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Many organisations today are using Live Chat systems as an additional channel for customers to contact them through. It's quick and easy, agents can deal with many chats at the same time and it saves businesses lots of cash but, it can also cause significant damage if not conducted correctly.
Live Chat software providers make it easy for these systems to be set up and implement onto a website, they provide lots of guidance on how to personalise the chatbox and make it match your website. What they don't do too often is help us to understand how to still deliver effective customer service through live chat.
Albert Merhabian suggested that 55% of a message is transmitted through body language, 38% through tone of voice and 7% through words. Using live chat we only get to use the words. So, like email, it can be misunderstood and things taken in the wrong context.
4 Tips for Live Chat Best Practice
Here are some quick tips to help with delivering effective customer service over live chat systems:
We deliver a short training course on live chat best practices to help you deliver a better level of customer service and customer experience via live chat. Take a look at our Live Chat Support Training Course for more details and information.