Why Live Chat Support Needs to Be More Patient with Customers

Frustrated with live chat support closing too quickly? Discover why giving customers ample time to respond can improve satisfaction and reduce hidden frustrations. Learn how incentivizing resolution times might be hurting your customer service.

Why Live Chat Support Needs to Be More Patient with Customers
Created time
Jul 15, 2024 11:44 AM
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Jan 23, 2024
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Don't you hate it when you're on live chat & you come back to the chat 5 mins later to messages like....

  • "Are we still connected?"
  • "I've closed this ticket as I haven't seen a reply"

We're all multi-tasking when speaking to customer support, because they don't reply instantly.

But when you're away for 5-10 mins, some support agents start to close the conversation & support ticket automatically.
And then you have to start again. Infuriating.

Accept that your customers are busy people and aren't glued to your live chat. Give them ample time to respond.

My hunch is that this behaviour is driven by support agents being incentivised to improve resolution times.
So while your metrics might look good, it's probably hiding some very frustrated customers!

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Written by

Alex Rainey
Alex Rainey

Alex is an experienced CTO and founder who largely focuses on all the technical areas of My AskAI, from AI Engineering, Technical Product Management and overall Platform Development.