Businesses turn to live chat to connect with customers in real time and offer immediate assistance. But to make the most out of the tool, following llive chat best practices is essential to optimise customer experience.

Customers expect quick responses from live chat, so ensure your team is available to respond promptly to their queries and provide assistance. Use personalised greetings that address the customer by name and make them feel valued. Avoid using generic responses or automated messages that may not address their specific needs.

As live chat is a more casual form of communication, it's important to use a conversational tone when interacting with customers. Be friendly, empathetic, and approachable, and avoid using jargon or technical terms that may be confusing.

Make sure the information you provide to customers is relevant and helpful. Listen carefully to their needs, and provide them with the right solutions and alternatives.

Setting clear expectations for customers – like hours of operation and expected response time – helps them know what to expect and reduces frustration.

By following these best practices, you can ensure a better customer experience and build longer-lasting relationships with customers through live chat.

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