15 Live Chat Best Practices To Improve Your Performance!

Table of Contents

Last Updated: April 2024

Welcome to the comprehensive guide to live chat best practices, where we delve into the top strategies to enhance your performance in this essential customer service channel. In the fast-paced world of online interactions, mastering live chat best practices is crucial for delivering outstanding support and fostering positive customer experiences.

Join us as we explore 15 key insights and techniques to elevate your live chat game. It’s worth noting that live chat leaves an impressive 82% of customers satisfied, outperforming email interactions at 61%.

Live Chat Etiquette: Do’s and Don’ts

  • What Your Live Chat Tool Should Include: Familiarize yourself with the essential features of your live chat tool to maximize its effectiveness.
  • Templates and Alerts for Faster Replies: Utilize pre-defined templates and missed alert notifications to optimize response times.
  • Enhance Agent Skills with Role-Playing in Chat Scenarios: Train your agents through role-playing exercises to prepare them for various chat scenarios.
  • Screening Site Visitors with Live Chat Surveys: Implement chat surveys to qualify site visitors and gather valuable information.
  • 24/7 Chat Support Availability, If Feasible: If possible, offer round-the-clock chat support to cater to a global audience.
  • Restricted Chat Hours of Operation: Avoid confining chat support to specific business hours, as it can alienate customers in different time zones.
  • Generic Chat Templates Suitable for All Customer Types: Customize your chat templates to cater to the specific needs of potential and existing customers.
  • Excessive Reliance on FAQs and Scripts: While FAQs and scripts are helpful, don’t overuse them to the point of making interactions robotic and impersonal.
  • Delay in Responding to Customer Messages: Respond promptly to avoid leaving customer messages unanswered for extended periods.
  • Selecting a Live Chat Tool Haphazardly, Ignoring Critical Features: Before selecting a live chat tool, ensure it possesses the necessary features to support your customer service goals effectively.

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Live chat best practices

Implementing these 15 live chat best practices will help your team deliver exceptional customer service and maximize the benefits of real-time communication.

1. Thoughtfully position your live chat interface

Carefully select where the live chat window appears on your website. This placement should consider user behavior and convenience. The goal is to make it easily accessible so that visitors can initiate chat effortlessly.

It should also be strategically located to avoid blocking important content and improve the overall user experience, leading to more effective customer support interactions.

live chat best practices

2. Make Chat Available on Crucial Pages

You should strategically position your live chat window on the most significant pages of your website. This ensures that visitors can easily access chat support when they need it most. 

By doing so, you upgrade the user experience and increase the chances of users engaging with your support team at critical points in their journey.

3. Seize the Opportunity to Attract Customer Attention

Leveraging live chat as a powerful tool to engage visitors when they show interest in your website. Live chat allows you to proactively reach out to potential customers, answer their questions, and guide them through their journey. This immediate and personalized interaction grabs their attention, fosters trust, and can lead to increased conversions.

By using live chat strategically, you can make the most of opportunities to capture customer interest and provide valuable assistance in real-time.

4. Boost Conversions Using AI Chatbots

Use artificial intelligence-powered chatbots to upgrade the rate at which website visitors turn into customers. These AI chatbots can provide instant responses, personalized recommendations, and seamless assistance. 

An overwhelming 90% of chatbot users find them acceptable and extremely helpful. By automating certain aspects of customer engagement, AI chatbots make the customer journey more efficient, engaging, and conducive to achieving your conversion goals.

5. Smart communication techniques

The use of clever and effective methods of conveying information, ideas, or messages. This involves adapting your communication style to the context, audience, and purpose, utilizing tactics like active listening, clarity, and empathy.

Employing smart communication techniques helps ensure your message is well-received and understood, fostering better relationships and successful interactions. 

6. Influence of humans

The significant impact that people have on their surroundings and the world at large. It encompasses the way human actions, decisions, and behaviors shape various aspects of society, the environment, and other living beings. This influence can be both positive and negative, affecting everything from the natural world to technological advancements.

Understanding the influence of humans is crucial for making informed choices that can lead to a better and more sustainable future.

7. Fast response time

The quick and efficient manner in which a system, organization, or individual addresses a request, task, or inquiry. It signifies the minimal delay between the initiation of a query or action and the reception of a suitable response. 

Achieving fast response times often involves streamlined processes, well-prepared personnel, and optimized communication channels to meet the need for quick and effective solutions.

8. Live Chat with Visual Sharing

Real-time communication method that allows participants to engage in a text-based chat while simultaneously sharing visual content. This can include sharing one’s computer screen, documents, images, or videos with others in the chat. 

By offering a visual context, this function improves communication, simplifying the transmission of information and the efficient resolution of problems.

9. Joint Browsing in Live Conversation

A collaborative online experience where two or more participants engage in real-time conversation while simultaneously viewing and interacting with the same web content. This interactive feature allows users to explore websites, shop online, troubleshoot issues, or seek information together.

It improves communication and problem-solving by providing a shared visual context, making it easier to discuss and address specific web-related matters.

10. Facilitating Self-guided Assistance

Facilitating self-guided assistance is essential for refining customer support and enhancing user satisfaction. By providing easily accessible resources such as FAQs, knowledge bases, and tutorials, you empower customers to find solutions independently, reducing the need for direct assistance. This not only saves time for both customers and support agents but also allows 24/7 availability of help.

Furthermore, it can lead to increased customer confidence, as users become more self-reliant in solving their issues, resulting in a more positive and efficient customer experience.

11. Keyword Labelling

Refers to the practice of labeling or tagging chat conversations with relevant information. This is crucial for efficient customer support and follow-up.

By tagging chats with keywords like issues, customer names, or specific topics, support agents can easily retrieve and reference previous conversations. 

Additionally, it aids in analytics and reporting, helping organizations track trends, customer satisfaction, and areas for improvement in their live chat interactions. 

12. Expand your support pathways.

Improve customer flexibility and accessibility, as it allows them to reach out through their preferred channels such as email, phone, or social media. Rendering these alternatives ensures that customers can engage with your support team in a way that suits their needs and preferences.

Moreover, it can help balance workloads during peak periods, preventing chat queues from becoming overwhelming and allowing for better resource allocation.

By incorporating alternative channels alongside live chat, businesses can offer a well-rounded, multichannel customer support experience, ultimately improving customer satisfaction and loyalty.

13. Seamless CRM Integration for Live Chat

Unifying a CRM (Customer Relationship Management) system with live chat is a strategic move that enhances customer support and relationship management. This integration allows support agents to access vital customer data during live chat interactions.

It simplifies processes by automatically syncing chat interactions with customer profiles, ensuring that important information is captured and stored for future reference.

Additionally, combining a CRM with live chat enables businesses to track customer history, preferences, and purchase behavior, leading to more targeted and effective communication. 

14. Evaluating Live Chat KPIs

Monitor the performance and effectiveness of your customer support. These metrics encompass various aspects, such as response times, chat duration, customer satisfaction ratings, and agent productivity.

By consistently measuring and analyzing these data points, businesses can identify areas for improvement, optimize support processes, and elevate the overall chat experience. 

Ultimately, tracking live chat metrics is a key practice for delivering high-quality and responsive customer support.

live chat best practices

15. User-oriented approach

The user-oriented approach entails actively engaging with their perspectives and experiences. Collecting reviews and feedback from users presents valuable insights into their satisfaction, preferences, and areas for improvement. This user-driven data serves as a compass for businesses, helping them refine their products, services, and customer support.

By consistently seeking and acting upon user feedback, companies can demonstrate their commitment to continuous improvement and prioritize the needs of their customers.

Ultimately, this user-centric approach is essential for building trust, loyalty, and long-lasting relationships.

By following these guidelines, establishments can deliver efficient, personalized, and top-tier customer service through live chat.

Next up, we’ll dive into both Saufter.io’s live chat and knowledge base.

Also, read Live Chat for Education: Top 12 Software Solutions

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Saufter.io: Your Hub for Live Chat and Knowledge Base

Saufter’s comprehensive customer support solution combines the power of a help desk, live chat, and a knowledge base. This integrated system streamlines customer interactions and empowers both support agents and customers to find quick solutions.

live chat best practices

Key features

    • Helpdesk support: Streamlines ticket management, ensuring that customer inquiries are efficiently tracked, organized, and resolved.
    • Live chat: With the live chat feature, customers can connect with your support team in real-time.
    • Knowledge base: It houses a library of articles, FAQs, and guides, enabling customers to find answers to common questions independently.
    • Automation: The platform renders automation rules that help categorize, prioritize, and assign tickets, reducing manual workloads.
    • Analytics and reporting: Saufter provides detailed analytics to monitor support performance.
    • Multi-channel Support: Saufter seamlessly integrates live chat, email, and ticketing within a single interface, ensuring a consistent and efficient customer service experience.
    • Customization: Customize the appearance of your live chat widget and knowledge base to match your brand’s identity, creating a unified and professional look and feel.


Incorporating these 15 live chat best practices will undoubtedly elevate your performance. By prioritizing efficient communication, personalization, and customer-centric approaches, you can build stronger relationships, improve support, and drive satisfaction.

With these strategies, you’re well-equipped to excel in the world of live chat support.

Saufter is a user-friendly, all-in-one customer support solution that streamlines your support operations. It serves features like ticket management, a knowledge base, and live chat, helping you deliver exceptional customer service.

By signing up, you can improve efficiency, boost customer satisfaction, and manage support tasks effortlessly.



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