Webchat Best Practices: Master Webchat CX

Author: Wisam Abou-Diab
web chat tips cx

Your organization has taken the right step to offer another channel like Web Chat to offer full support through. They should be able to interact on this channel to get help with more product or service information, billing, returns, and more, without having to pick up the phone. But it doesn’t end there! There are a lot of things to consider in order to provide the best possible customer experiences through this channel.

Introduce Yourself

Always start a chat by introducing yourself, your position, and asking how you may help. You could also ask how their day is. This adds a personable touch to the conversation and also sets a friendly tone. If your customer or prospect is already frustrated before the interaction, this will also help lighten the conversation.

Be Concise

When a lot of information needs to be communicated through text, it’s important to be clear and concise for your customer or prospect to understand what you’re saying the first time. This will provide a better experience for your customers, reduce further questions, and reduce the time your agents are in each chat. A good way to do this is to actively remove any “filler” words that aren’t necessary.

Show Empathy

If your customer is frustrated, make sure you are being empathetic to their situation. This adds the human touch and shows you truly care, which will, in turn, make them feel like they are being listened to. It’s important not to reply with a canned response to show empathy, your customer will know. When showing empathy, mention the issue such as “I’m very sorry that we sent you the wrong product, let me make this right for you, right away”.

Keep them Posted

If you are looking into the inquiry, and it’s taking some time, send a quick note once again that you’re still investigating. Your customer wants to get information as fast as possible, and this will reassure them that you haven’t forgotten about them.

Use a Picture of the Agent

To add to the personal touch, use a real image of the agent for the chat windows. When you use a generic avatar or no image at all, it reduces the sense of trust and makes the interaction seem more robotic or incognito. This is a simple change, but makes all the difference!

Use Triggers to Launch the Chat

You can have a chat window appear based on their browsing behaviour. For instance, if a visitor has been clicking or viewing multiple product descriptions for let’s say pressure washers, a chat window can trigger with a preset message asking if they need help finding the right pressure washer based on some specifications they have in mind. This is an example of a personalized experience that helps customers find the right product or service faster, with your help. Contact us to learn more about this feature!

Break Out Long Responses

Sometimes your response requires you to say a lot! One good tactic to keep in mind is to break out that response into separate messages, so they can interpret the message in chunks which is easier than reading one long paragraph.

Use Links

Make it easier for your customers to follow instructions or see material by pasting a link in the chat window versus sending them instructions on where to navigate. Its quicker, easier, and you’re customers will thank you for it. If its a document they’re seeking, ensure your web chat solution includes a feature to share documents directly, instead of giving instructions where to find a document.

Go Above and Beyond

Even if you resolved their issue, always ask if there is anything else you can help them with and if they’re satisfied with the service you provided. To top it off, maybe include a final canned response that includes information about a promotion, or any new updates on a product that they may like to be aware of.

End it With a Survey

Surveys shouldn’t only be implemented over the phone or email, but in web chats too! This shows that you care about your performance, and are actively looking to improve your customer service department for your customers. They’ll appreciate it!


We hope this blog helped, and please leave a comment below!

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