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Customer Chat Service: The Ultimate Guide on Providing Support Via Chat

Martin Perez

Dec 5, 2019 • 3 min read

Looking to provide support to your customers via chat? Then you’ve come to the right place.

In this guide, we will cover everything you need to know to properly add a live chat feature to your website plus how to efficiently provide customer support via chat.

Ready to unlock the power of live chat support?

Let’s get into it.

Why Good Customer Service is Important

We love to emphasize the importance of providing your users with good customer service.

We do this because good customer service can benefit your business in many ways. In fact, providing good customer service can even increase your company’s revenue and boost your employees’ morale.

After all, what’s better than a happy customer that keeps on coming back over and over again for repeat business?

Add to this the fact that most customers today prefer to use live chat to talk with businesses over other traditional communication methods and you have a recipe for success.

Why you should offer Live Chat support

Now, we know that good service is important, but there are many advantages that are specific to providing a live chat service on your website.

Not only is it a highly requested feature from users, but it is also estimated that adding live chat support to your website can increase conversion rates by over 20%.

You must remember that a live chat can also be a sales channel. The truth is that many potential customers might pass on buying your product when they can’t find answers to a question they might have.

While on the topic of sales and money, it is also important to note that adding live chat to your website can also decrease your costs, saving you both time and money.

How to add Live Chat Support to your Website

Alright, enough convincing. It’s pretty clear now that adding live chat to your website is a must, considering all of the benefits that it bring.

Now let’s talk about how to actually add a live chat to your website.

In order to do this correctly, there are a couple of factors you must consider

What are the needs of your business when it comes to live chat features?
What live chat tools can provide features that accommodate your business needs?
Does your selected tool also offer additional features that can expand your business capacities?
How to correctly setup and deploy your chosen live chat provider.
How to add all your support staff to your live chat platform on your site.

Luckily for you, we’ve written an in-depth guide on how to add live chat support to your website in just a few minutes.

How to provide customer support via chat

Turns out that just adding live chat support to your website is only half the equation.

The other half relates to strategizing around how to effectively provide customer support via live chat.

This includes:

Planning a proper rollout of the tool you’ve chosen
Preparing your staff for the launch and use of the tool
Reviewing and implementing best practices for live chat support
Setting customer expectations
And much more.

Once again, this is a crucial topic that we have discussed in-depth on its own guide.

If you’re implementing live chat support to your website you want to make sure you’ve covered all your bases. Otherwise, you could end up making a bad first impression with your customers.

Read our in-depth guide on how effectively use live chat for customer support.

Take advantage of additional features

Some live chat tools might offer additional features outside of chat that can still provide tons of value to your business.

For example, our product Moment, offers a fully-featured CRM platform that is natively integrated into its live chat feature.

This means that your customer chat conversations and all their customer information live in the same environment. You can use this to immediately have access to an overview of orders and client history while chatting.

No need to waste time pulling account information from another application.

Moment also offers session recording. This feature records your customer’s browser sessions while they navigate your site.

You are then able to view these video recordings while assisting your client. This can make customer support a breeze as you are able to see exactly what your client is seeing on their screen without having to remotely connect to their machine.

All these are integrated within the live chat platform, no need for extra software.

Closing thoughts

While there are many factors to consider when adding a live chat feature to your website, the overall process is actually quite simple.

However, if you run into any issues or need support, reach out to us via (you guessed it) live chat and we will be happy to help you get started with the Moment platform.

Happy Chatting 💬