Live Chat Services Etiquette: What Are the Do’s and Don’ts In Implementing This Service

by Walter Quinn - October 20th, 2014

A lot of companies who use live chat services on their websites have experienced significant increases in their sales. Live chat services provide instant answers to customers, preventing them from leaving the webpage without purchasing anything because they are unsure of what a product is or they have some questions left unanswered. The live support service is an effective way to convince customers who have some queries without the need for them to call on the phone.

Live chat services also ensure that each customer experiences improved service. It provides a win-win situation not only for the customers but also for the agent and the company. Instead of sending email communication to the business, customers can directly communicate with a live support agent who can provide quick answers and follow-ups.

Live Chat Dos and Don’ts

Below are some do’s and don’ts before beginning to use the live chat service in assisting your customers. Keep in mind that before leaping into live chat support, the customers, the support agents, and the company should be appropriate for this kind of customer support service medium.

Chat services1.Indicate the time the live support service is available. Be sure that the operating hours of the live support service are clearly indicated in the live support chat box. Having the customers send real-time messages without anyone to answer their queries will leave a negative impression to your prospective customers. Whether your live support service will be operating during regular business hours or 24/7, convey the information directly to the customers.

2.Do not offer the live support service directly to the customers. Avoid welcoming and approaching a prospective customer with a live support chat box once he reaches your website. All customers should be given ample time to explore your company’s website. Let them be the ones to approach you for a live chat session if they have any queries or clarification they want you to answer. Sending an instant message offering live support assistance directly to a prospective client will just annoy them, compelling them to leave the site and explore your competitor’s webpage instead.

3.Do not make things complicated. The customer’s time is as precious as your time is. Avoid providing endless and complicated web directions and keep all the systems and tools as simple as possible. Try to provide your customers with a one-click system to help expedite the process of asking for assistance especially if the queries are important.

4.Make the customers feel that they are talking to a “real person”. There will be some situations when the business will need to use an automated system in answering all the messages of the clients. However, when talking to a customer through live chat, let the client feel that he is talking to a real person. Try to personalize the chat messaging as much as you can through such ways as crafting the chat messages you are sending to the client depending on the client’s behavior in the website.

5.Do not scare the customers. Most live chat services tools have access to the customer’s information, even the place where the customer is located. However, keep in mind that most customers value their privacy so much. So, when you are talking with the customer, do not incorporate all these information; it will just make the customer uncomfortable and doubtful of the integrity and honesty of the business.

6.Always stay focused. One of the advantages of using live support in catering to your customer’s needs is that it ensures the ability to multi-task. Unlike the traditional phone service where a phone support agent can only handle one customer at a time, in live support service, a support agent can handle 4 to 5 customers at the same time, depending on the agent’s skills and the case’s problem. However, when switching from one chat log to another, the support agent must stay focused on the current session to avoid providing the wrong message, or worse, the wrong customer name.

7.Do not forget to test and assess the system. Though live chat services are effective, do not launch the service in your website without testing and assessing the system first. Optimize the use of the live support services available.


by Mark Bolton - September 30th, 2014

SEO or search engine optimization is crucial in the online world. It is basically one of the main aspects of internet marketing. Without SEO, your website will not be known anywhere. You may have an amazing website with cool designs and easy to use interface; but without the right keywords or key phrases, you will not be able to reach out to your target audience. As you know, traffic is very important. If no one visits your page, your website will fail.

seoEach day, millions of people from all over the world go online and log into their accounts. They use the Internet to open their e-mails and social networking accounts. They also go online to purchase products, send and receive data, download data, and search for information. They also use the Internet to entertain themselves by watching streaming videos, looking at images, or reading electronic books.

SEOOnline users use search engines to look for things they need. Whenever they need to find a site they know will cater to their needs, they just type in keywords or key phrases related to the thing they want. Usually, they only click on the websites that appear on the first page of the search results. Nearly one hundred percent will click on the topmost result. So the higher your website appears on the search results list, the better it will be for your website.

If your website appears lower or on the succeeding pages, you will have a lower chance of having it seen by your target readers. This will not be good for your website objective, whether personal or business. You can put up a website for personal use if you just want the attention. Nonetheless, most website owners set up websites for business purposes. So if you are a freelancer, an affiliate marketer, or a businessman, you need to have your own website.

Your website is where you will put information about your work or business. If you are a freelance graphic designer, Web developer, fashion designer, or writer, you can use your website to showcase your portfolio. Do not forget to include details such as your bio-data and contact details. Such information will allow interested clients to contact you. See to it that you use the right keywords and key phrases, so that your target viewers will be redirected to your link.

If you are an affiliate marketer, you need a website to endorse the goods or services that an online merchant offers. In affiliate marketing, you earn money through commissions or with a fixed amount. You get this money by helping online merchant make successful business transactions with customers. You need to make them click on ads on your Web page or links that will redirect them to the website of the online merchant.

If you are an entrepreneur or business owner, you need a website to attract clients and communicate with them. See to it that you put everything necessary on your website such as the name, logo, address, phone numbers, fax numbers, and e-mail address of your business. There should also be a page for frequent questions and answers, as well as page dedicated to the history of your business and what you can offer clients. Of course, you should also allot a space for customer feedback.