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 Yesterday
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗟𝗲𝘃𝗲𝗿𝗮𝗴𝗲𝘀 𝗜𝗺𝗽𝗿𝗼𝘃 𝗳𝗼𝗿 𝗘𝗻𝗵𝗮𝗻𝗰𝗲𝗱 𝗧𝗲𝗮𝗺 𝗗𝘆𝗻𝗮𝗺𝗶𝗰𝘀

Open Access BPO Manila recently hosted 𝐈𝐦𝐩𝐫𝐨𝐯 𝐏𝐥𝐚𝐲 𝐋𝐚𝐛 on March 28th, bringing new experiences to its workforce.

This engaging session provided a hands-on experience designed to cultivate collaboration, creative problem-solving, and stronger communication skills among team members. By exploring the fundamentals of improvisation in a supportive environment, participants enhanced their adaptability and teamwork abilities – qualities crucial for effective partnerships and workplace harmony.

This initiative underscores Open Access BPO's commitment to fostering a dynamic and people-centric work culture, ultimately benefiting our partners through more cohesive and innovative service delivery.

#WeSpeakYourLanguage
Open Access BPO 2 days ago
Ready to elevate your brand? Open Access BPO empowers you to unlock new opportunities and achieve scalable growth.

From customer support to back-office solutions, we're your partner in expansion.

#WeSpeakYourLanguage
Open Access BPO 7 days ago
Call center managers are responsible for keeping operations running smoothly.
This means they also have to take note of the usual issues they need to keep at bay.

𝗛𝗲𝗿𝗲 𝗮𝗿𝗲 𝟰 𝗼𝗳 𝘁𝗵𝗲 𝗯𝗶𝗴𝗴𝗲𝘀𝘁 𝗽𝗿𝗼𝗯𝗹𝗲𝗺𝘀 𝘁𝗵𝗮𝘁 #𝗖𝗮𝗹𝗹𝗖𝗲𝗻𝘁𝗲𝗿 𝗺𝗮𝗻𝗮𝗴𝗲𝗿𝘀 𝗺𝘂𝘀𝘁 𝗳𝗮𝗰𝗲: https://buff.ly/CCAZeNL

---------
Our industry expertise and the skilled workforce enable us to create exceptional experiences for your customers.

Call us today and let's start building the best team for your brand:
https://buff.ly/zQqgKkw

#WeSpeakYourLanguage
#CustomerSupport #CX #CSat
#CustomerSatisfaction #outsourcing
Open Access BPO 8 days ago
The Holy Week is a time to renew our faith and find peace in reflection.

If you’re traveling to be with family or friends or venturing on a pilgrimage, do so with patience and caution.

Let's extend care not just to our loved ones but also to everyone we share the road with. May your journey be safe, and may this season bring you clarity and renewal.

#WeSpeakYourLanguage
#OABPOholidays #HolyWeek
#MahalNaAraw #HolyWeek2025
Open Access BPO 8 days ago
Given the substantial complexities of staff and project management, it is understandable that numerous team leaders underachieve or fail upon assuming this role.

𝗙𝗼𝗰𝘂𝘀 𝗼𝗻 𝗰𝘂𝗹𝘁𝗶𝘃𝗮𝘁𝗶𝗻𝗴 𝘁𝗵𝗲𝘀𝗲 #𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽𝗦𝗸𝗶𝗹𝗹𝘀 among your #CustomerService team leaders: https://buff.ly/9BhNb6G

——————————
Invest in your leaders, elevate your #CustomerSatisfaction.

For a #LeadershipDevelopment program that ensures high-quality #CustomerExperience and drives tangible business results: https://buff.ly/cAnQNot

#WeSpeakYourLanguage
Open Access BPO 8 days ago
Improving on your #CustomerExperience can be just as simple as #outsourcing to a #CallCenter.

But is it really worth it? How can an outsourced call center upgrade your CX strategy?

Learn all of that and more in our latest blog: https://buff.ly/lSMmCDo

——————————
Open Access BPO is your trusted partner to see your #CX strategy through.

Partner with us today: https://buff.ly/cAnQNot

#WeSpeakYourLanguage
#OutsourcingCX #CallCenterCX
#CustomerExperienceOutsourcing
#BPOCustomerService