5 Ways to boost the effectiveness of your live chat support

OABPO Blog Team Published on August 29, 2014 Last updated on June 26, 2021

In a fast-paced consumerist world where everyone expects quick and effective assistance when seeking customer support, businesses invest in call center support services and customer service channels that can promise accessibility, promptness, and convenience.

One good example of this is live chat support. It allows customers to reach out to businesses without having to dial the phone and be put on hold while waiting for a customer service representative to be available.

hand holding smartophone in depiction of live chat support

Among all success metrics that you can use to measure your live chat support’s effectiveness, first contact resolution (FCR) is one of the most important. It does not only indicate the efficiency of your overall operation, but it also indicates customer service quality. Higher FCR rates also mean that customer expectations are met and that your chat support delivery is highly satisfactory.

So, how can you maximize the functions of your live chat support and boost FCR? Here are some strategies for stepping up your game when delivering customer support through live chat.

  1. Make your customer service proactive

    smiling live chat support agent at call center
    In chat support, being proactive means not waiting for customers to approach you and ask for help before you start making things easier for them. Sometimes you need to make the first move to let customers know that a chat support agent can assist them with their needs. If they are spending too much time viewing a specific section on your website, you can send greeting prompts or chat invitations that can launch a live chat session once clicked.

  2. Manage customer expectations

    busy live chat support agent busy at the office
    Although customers generally expect live chat interactions to give them fast resolution of issues, there will be instances that may take a longer waiting time. The secret here is to let the customers know how long they have to wait and that somebody is taking care of their concerns. This influences the customers’ patience and willingness to cooperate in situations where issues are more complicated than usual.

  3. Maximize your chat support program’s features

    multitasking live chat support agent holding laptops
    Make sure that you’re making the most out of the live chat software that you purchased. Study user manuals and ask your provider how you can extract more value from your chat support program. You may set up an auto-responder feature to inform customers that their message has been received. You may also take advantage of a centralized queuing system and chat archiving features for a more organized way of overseeing tickets, new incoming messages, escalations, and past conversations.

  4. Train your chat support agents well

    live chat support team training maining
    At the end of the day, it all boils down to how effective your chat support workforce is in resolving customer issues. Your business must equip agents with the needed knowledge and expertise to handle concerns and inquiries no matter how difficult they are. Invest in training and mentoring chat support agents so that they can have solid product knowledge. Regularly updated reference materials on policies and product changes can help them assist customers faster.

  5. Read More

  6. Consider outsourcing to a 24/7 call center

    glass globe smartphone on laptop
    Live chat support lets customers talk to you anytime they want. This gives them the idea that someone will be there to assist them any time of the day. Since you don t want to disappoint them, you need 24/7 live chat support agents who are not only trained to be expert customer service providers but can also give assistance to customers round-the-clock. This will help your chat support become fully equipped to answer customer concerns on a grander scale.

Live chat support is no doubt a customer service platform that can boost customer satisfaction with its unique features. But in order to make your customers appreciate your efforts in making your business easier for them to reach, you must make sure that your live chat support channel is optimized and fully functioning. Get in touch with Open Access BPO today to have your dedicated team of outsourced live chat support agents.

0 responses to “5 Ways to boost the effectiveness of your live chat support”

  1. Daniel says:

    Important things to avoid during a chat session are:-
    1.) Giving vague answers.
    2.) Answering questions with questions.
    3.) Sharing hyperlinks that do not work.
    4.) Using unnecessary promotional copy.
    Daniel
    http://www.live2support.com

Join us on facebook
Open Access BPO 17 hours ago
Today, we celebrate Eid al-Fitr, marking the end of a month of reflection, prayer, and community.

We at Open Access BPO extend our warmest wishes to everyone celebrating.
May this Eid bring you and your loved ones happiness, peace, and prosperity.
We hope you enjoy this special time with family and friends.

Eid Mubarak!

#WeSpeakYourLanguage
#OABPOholidays #EidAlFitr
#EidAlFitr2025
Open Access BPO 20 hours ago
𝗖𝗼𝗻𝘁𝗲𝗻𝘁 𝗠𝗼𝗱𝗲𝗿𝗮𝘁𝗶𝗼𝗻 𝗮𝗻𝗱 #𝗥𝗲𝗽𝘂𝘁𝗮𝘁𝗶𝗼𝗻𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 𝗮𝗿𝗲 𝗶𝗻𝘀𝗲𝗽𝗮𝗿𝗮𝗯𝗹𝗲.

These statistics, pooled from various surveys among customers, show why every business needs a team to screen, evaluate, and manage all online content to ensure your brand maintains a good online reputation: https://buff.ly/MpBUNv4

----------
Outsource your #ContentModeration needs to a trusted partner: https://buff.ly/PRIUd8B

#WeSpeakYourLanguage
Open Access BPO 3 days ago
#CustomerLoyalty is a privilege businesses strive to achieve.
𝗔𝗿𝗲 𝘆𝗼𝘂 𝘀𝘂𝗿𝗲 𝘆𝗼𝘂'𝗿𝗲 𝗱𝗼𝗶𝗻𝗴 𝗲𝗻𝗼𝘂𝗴𝗵 𝘁𝗼 𝗸𝗲𝗲𝗽 𝘆𝗼𝘂𝗿 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝘄𝗮𝗻𝘁𝗶𝗻𝗴 𝗺𝗼𝗿𝗲 𝗳𝗿𝗼𝗺 𝘆𝗼𝘂𝗿 𝗯𝗿𝗮𝗻𝗱?

Take a deep look at the stages of #CustomerLoyalty and see how you can shape your customer experience strategies and get your repeat buyers to continue supporting you: https://buff.ly/mNMdlGq

——————————
Let's create memorable #CustomerExperiences and keep your customers coming back for more: https://buff.ly/0mgDGzC

#WeSpeakYourLanguage
#CustomerService #CX #CustomerSupport
Open Access BPO 5 days ago
A customer-centric support culture is built on a lucid and compelling vision.
A well-articulated 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝗲𝗿𝘃𝗶𝗰𝗲 𝗺𝗮𝗻𝘁𝗿𝗮 is essential for bringing this vision to life, as it:

• Communicates the intended #CustomerExperience, fostering clarity and understanding.
• Standardizes agent interactions, ensuring consistent brand representation and customer engagement.

The following questions will facilitate the creation of a resonant customer service mantra: https://buff.ly/YMTI4r2

——————————
Get a reliable outsourcing #CX partner with empowered agents who can go the extra mile to deliver exceptional service: https://buff.ly/l4YDYb5

#WeSpeakYourLanguage
#CustomerService #CustomerSupport
#outsourcing
Open Access BPO 6 days ago
Revolutionize your customer service!
Learn how #improv theater fundamentals with its 𝘺𝘦𝘴, 𝘢𝘯𝘥 principle, can transform #CallCenter interactions into genuine, solution-oriented experiences.

Read all about it and learn how to boost agent adaptability, problem-solving skills, and #CustomerSatisfaction: https://buff.ly/CEbXLoS

——————————
At Open Access BPO, we train our teams to deeply understand customer needs and provide natural, solution-oriented interactions, fostering trust and satisfaction.

Experience the difference of genuine customer connection—click and contact our CX experts at https://buff.ly/027ww7m.

#WeSpeakYourLanguage
#CustomerService #CustomerExperience
#CustomerServiceTips #CX #CSat