3 tips for effective live chat

November 6, 2013


Customers want to feel supported online
45% of US customers abandon an online transaction if their questions or concerns are not addressed quickly. 83% of consumers need some degree of customer support when making an online purchase. This clearly highlights the need for quick and accessible customer support online. It seems that companies that effectively interact with their customers online are able to build a connection with them that subsequently encourages customers to make the purchase.

Conversation connects people
We think the solution is clear: Your business needs live chat support. If you already have it, you’re well on your way to more improved customer engagement and increased sales. We’ve pulled together the top 3 tips (in our humble opinion) that we believe will help you to make the most of your live chat software, and aid you in connecting with your customers.

Here is the tl;dr version:

  1. Pay close attention to your attitude and language.
  2. Make use of technology appropriately, and style guides liberally.
  3. Be truthful but helpful; prompt but accurate; personal but not imposing.

Ultimately, concentrate on helping your customer, and you will earn a customer for life.

This post was originally published by Zopim. Since joining Zendesk, Zopim has been welcomed into our product family as Zendesk Chat, along with a number of treasured belongings.