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Live Chat Support: Transforming Customer Engagement

Live Chat Support: Transforming Customer Engagement

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To establish lasting relationships with customers, mastering effective communication is essential.

Numerous companies have incorporated live chat support as one of their key communication channels for customer service.

This comes as no surprise, given that a study by Forrester indicates that 42% of consumers favor companies that have a live chat option on their websites, a significant increase from 27% in 2019.

So, what steps should companies take to fully leverage their live chat support feature? What do they stand to gain from integrating one into their customer service?

In this article, we’ll explore the benefits of live chat support, share some best practices for implementation, and showcase real-world examples of how businesses use live chat to achieve success.

Live chat support

What is live chat support?

Live chat support is a way for customers to instantly communicate with a customer service representative to have their questions answered and concerns addressed.

The live chat tool can be embedded in the following:

  • Website
  • Mobile apps
  • Social media platform
  • Customer support portals

Businesses utilize live chat support for immediate engagement and to deliver real-time assistance to customers.

Key characteristics of live chat support

The following are the major characteristics of live chat support:

  • Real-time interaction: Live chat facilitates immediate communication, allowing instant engagement between customers and agents for quick problem-solving.
  • Integration with a knowledge base: Live chat programs seamlessly integrate with knowledge base systems to empower support agents to provide accurate information during customer interactions.
  • Proactive engagement: Live chat makes it easy for users to initiate conversations with businesses. This makes it more likely that the support team can resolve their issues before they can complain in feedback mechanisms like reviews.
  • Accessibility: Live chat can be accessible from any device with an internet connection, providing customers with convenient and flexible communication and customer service
  • Automation: Through automation, a live chat can efficiently handle routine queries, gather initial information, and streamline the customer support process, enhancing overall efficiency.

Live chat best practices for exceptional customer service

Adopt the following strategies to maximize on the potential on your live chat tool:

Integrate the live chat button in the right place

Contemporary clients often lack patience and may leave your website if they run into a problem and struggle to locate help.

Examine your customers’ browsing habits to identify areas within your website or application that may require assistance and conveniently position the live chat feature there.

Speed up responses with canned responses

Quick responses are one of the main reasons customers prefer live chat over other communication channels. Craft canned responses to provide uniform responses and significantly improve your response times.

Collaborate with your team to create a detailed collection of canned responses tailored to the typical situations they face in live chats.

These replies should be crafted to sound conversational and warm to establish a personal connection with your customers.

The canned responses should be customized where appropriate to retain a natural tone that doesn’t make customers doubt the presence of a human on the other end of the conversation.

Train your agents effectively

Provide live chat agents with extensive training on your products, services, and company policies.

Equip them with essential customer service skills like active listening, problem solving, and expressions of customer empathy to enable them to go the extra mile to achieve customer satisfaction.

Training agents on live chat support
Training customer service team

Offer support in multiple languages

If you serve a global customer base, offering live chat support in multiple languages caters to non-English speaking customers and improves their experience.

Use translation software to demonstrate your commitment to inclusivity and global reach.

Add a human touch to personalize the chat

Even though live chat is a text-based interaction, the use of a personal touch can make a big difference in shaping customer perceptions.

Always greet customers with their name and refer to their past interactions whenever possible to ensure they know you are up to speed.

Tailor your communication language, tone, and style to meet the customer’s preferences. You can also use appropriate emojis to create a warm and friendly atmosphere for the customer.

Add video to the live chat support experience

For more involved conversations, face-to-face interactions tend to be more engaging and satisfying because customers can see the agent to whom they are talking.

Apart from cultivating a sense of trust, video chat can also help explain complex issues or instructions that would otherwise be challenging to explain via text alone.

Agents can also share their screens or use co-browsing features during the chat session to guide customers through technical step-by-step procedures.

This improves team efficiency and saves time for both parties involved.

Establish clear criteria for intelligent chat routing

Live chat software can support the use of intelligent chat routing so customer inquiries are sent to the appropriate agent or department according to set criteria.

Establish clear protocols for directing, transferring, and escalating chats to guarantee that each new chat is picked up by an appropriate agent quickly.

Monitor performance and continuously update the live chat tool

Treat live chat software as an evolving tool. Examine key performance metrics like response times, chat duration, resolution time, and customer satisfaction scores.

Regularly review and update your live chat strategy to ensure optimal performance

Furthermore, ensure that you stay updated with new technologies and trends in live chat support to continuously enhance the customer experience and stay ahead of the curve.

Use tags for proper categorization of chats

Categorizing customer interactions through tags is considered a top practice for managing live chats.

This function allows agents to classify chat sessions according to their subject matter or other parameters.

Assigning labels such as product inquiry, technical issue, or pricing to ongoing chats enables you to sort these issues and refer to them in the future.

This practice streamlines the monitoring of particular interaction types, aids in recognizing frequent concerns, and helps in the training and onboarding of new team members.

Integrate live chat with other tools

Connect your live chat platform with your customer relationship management tool, help desk ticketing system, knowledge base software, or other customer data systems to allows agents to access vital information quickly and provide seamless support.

You can also integrate live chat with other support channels so that agents can seamlessly switch between them, if necessary, without losing context or having to repeat information.

For example, an agent can ask a customer to switch to email to attach a file following a conversation they just had in the live chat window.

Request customer feedback after every conversation

The live chat feature is not solely for addressing inquiries and providing information. It’s an avenue for gathering customer feedback.

Include a customer satisfaction survey at the end of each chat session to collect feedback on the quality of the interaction.

Solicit ideas on how you can improve the effectiveness of the live chat tool.

Live chat support in gathering customer feedback
Gathering customer feedback

Optimize the live chat tool for mobile use

A significant number of users access websites via their smartphones and therefore expect to access customer support on the move.

Ensure that the live chat features on your website are compatible with mobile devices.

Live chat support on a mobile device
Live chat support on a mobile device

By enhancing your live chat for mobile compatibility, you unlock more accessibility and convenience, enabling customers to reach your support team whenever and wherever they have need.

Benefits of live chats that businesses should know

With the use of a live chat tool, businesses can have real-time conversations with their customers. This has many advantages.

Enhances customer engagement

Live chat allows businesses to engage with customers and provide them with instant answers and resolutions. This improves response time, personal connections, and reduces cart abandonment.

Live chat also allows businesses to proactively engage with clients and increase customer interactions.

By providing convenient and accessible communication, live chat helps businesses build stronger relationships and encourages customers to return.

Improves customer satisfaction

The immediacy and efficiency that live chat provides makes customers feel their time is valued and that the support teams take their concerns seriously.

A live chat can help create a loyal customer base that knows it can rely on quick support from your company.

Increased efficiency for business

Live chat allows support agents to:

  • Handle numerous conversations simultaneously
  • Swiftly respond to customer inquiries
  • Resolve issues
  • Successfully finalize transactions

This heightened efficiency not only reduces operational costs but also improves the overall effectiveness of the business, leading to increased profitability and growth.

Provides valuable data insights

Through live chat support you can get real-time data on customer interactions in order to evaluate:

  • Customer behavior
  • Agent performance
  • Customer feedback
  • Conversion rates

Analyzing this data can reveal trends, identify customer needs, and give you ways to optimize product offerings.

Additionally, live chat data can contribute to important performance metrics like response times and resolution rates, providing insights into operational efficiency.

Boost in sales and conversions

Live chat software helps in guiding customers seamlessly through checkout, answering questions before they become irritated, making recommendations based on the customer’s needs, and guiding them to the best option for their situation.

It’s like having a personal shopper to give them tips whenever they want them, resulting in a win-win for both the customer and the company.

This proactive customer support and guidance have proven to boost online sales and conversions. In fact, according to Zippia research, live chat is known to increase conversion rates by 40%.

Provides accessibility and convenience

Live chat can allow customers to receive immediate assistance at any time, irrespective of the device used and their location, eliminating the need to wait on the phone or for email responses.

If a company can offer 24/7 availability, it’s particularly helpful for customers in different time zones or with busy schedules.

Builds trust and credibility

Live chat is a powerful tool that builds customer trust and credibility by providing immediate assistance and demonstrating a business’s commitment to customer service.

This real-time interaction assures customers that help is just a chat message away.

Live chat builds credibility
Live chat builds credibility

Ultimately, a trustworthy and credible business attracts loyal customers, contributing to long-term success.

Competitive advantage

Live chat helps businesses deliver a high level of responsiveness in a world where consumers expect quick and efficient service.

This responsiveness can distinguish a business from its competitors, many of whom may still rely on slower, less interactive forms of customer service.

Offers personalized customer experience

By providing real-time, one-on-one conversations, live chat can address individual questions, offer personalized product recommendations, and deliver customized solutions.

This level of personalization enhances the customer’s experience, making them feel valued and understood.

Reduces support costs

Unlike traditional phone-based systems that restrict agents to one-on-one conversations, live chat platforms let them manage several interactions concurrently.

This multitasking capability cuts down on the necessity for a larger support team, which in turn translates to cost savings for businesses.

Companies can optimize their support operations, delivering prompt, efficient service while maintaining a lean staffing model.

Live chat support examples from real brands

Here are some real-life examples of live chat support:

Bank of America

Bank of America provides live chat support for its customers to get help with their banking needs. Customers can chat with a customer service representative to:

  • Discuss account details
  • Report lost or stolen cards
  • Get help with online banking
  • Receive guidance on financial products

The live chat feature is particularly useful for customers who need immediate assistance but do not wish to visit a branch or wait on hold for a phone representative.

The bank ensures secure and private communication to protect sensitive financial information during the chat sessions.


Amazon, the largest e-commerce platform in the world, offers live chat support to assist customers with inquiries regarding product details, ordering, shipping, returns, and refunds.

When a customer visits the Amazon help section and selects an issue they need help with, the website often proposes the option to chat with a representative.

Amazon’s live chat support is known for being responsive and helpful, allowing customers to resolve their issues quickly without the necessity of a phone call.


Microsoft offers live chat support on its support website for a variety of its products, including Windows and Office.

Customers can use this support when they are experiencing technical difficulties, need help with software installation, or have questions about product features and licenses.

Integrate live chat support to enhance the customer service experience

Live chat is not just a communication tool; it’s an opportunity to cultivate real-time engagement and build enduring customer relationships.

By implementing best practices and using the right software, you can create a seamless and personalized live chat experience that keeps your customers returning to your brand.

Soon, BoldDesk will introduce its Live chat feature and some advanced functionalities by March 2024, which could be the perfect solution for enhancing customer interactions. Stay tuned with us to experience the exciting new features coming your way!

Contact us to schedule a live demo to discover how BoldDesk can enrich your customer experience.

Or sign up for a free trial to get instant access today.

I hope this article serves as a valuable companion on your live chat support journey. Do you have any questions or additional ideas?

Feel free to share your feedback in the comment section below.

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