Chat Etiquette Best Practices - Frequently asked questions
Frequently asked questions
How can I maintain professionalism in live chat support?
To maintain professionalism in live chat support, focus on polished writing. Ensure you use correct grammar and spelling, and avoid internet shorthand like "brb" or "btw." It's also best to steer clear of jokes, as they might not translate well…
What are some tips for setting reasonable expectations in chat support?
Setting reasonable expectations in chat support involves being honest and upfront with customers. Avoid making absolute statements, as they might not always be accurate. It's important not to guarantee response times unless you have confirmed…
How can I add a personal touch to live chat interactions?
Adding a personal touch to live chat interactions can make the experience more engaging for customers. Start by reading and responding to the information the customer shares, rather than asking for details they've already provided. If a customer…
Why is it important to communicate your status during a chat?
Communicating your status during a chat is crucial to keep the customer informed and reduce frustration. If you need more time to address an issue, let the customer know you're working on it and will update them as soon as possible. Keeping the…
What should I do if I need help during a chat session?
If you need help during a chat session, it's important to seek assistance to provide the best support possible. If a customer explains something multiple times and you still don't understand, ask a colleague to review it before requesting the…
How can I show sympathy in chat support?
Showing sympathy in chat support can help ease customer frustration and improve their experience. Understand that customers reaching out for support might be irritated by their issues. Avoid making excuses for delays or incorrect answers;…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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