So now you know the principles of good live chat etiquette. You are on your way to conducting successful chats with customers and creating a great experience for everyone you deal with. Well done, you are already well ahead of the pack!

According to a study by the Temkin Group, “77% of customers would happily recommend the company to their friends after having a positive experience.” That’s the goal you want to hit. So now, let’s go one step further by adding some extra tips and tactics to help you get the best results

Customers don’t like to wait longer than they have to, so quick responses are essential. Canned responses are pre-prepared answers to common questions. You can use these to reply quickly and keep things moving forward. 

Here are a few canned responses you will find helpful:

While you want to stay friendly with people you chat with, remember that these people are not your new best friends. Don’t allow the conversation to stray off-topic to personal or unrelated matters. You are not there to discuss sport, vacations, or politics.

If customers try to take the conversation off course, politely steer them back to the original topic. You have many people to chat with, and you can’t afford to waste time on irrelevant subjects. 

All you need to do is say something like, ‘let’s get back to business.’ This signals your intent in a polite but firm way and usually resolves the problem.  

Sometimes the person you are chatting with may have trouble explaining the problem they are experiencing. If this happens, don’t hesitate to ask for more details. You can only help if you truly understand the issue. 

So don’t try to guess at solutions. If it takes 10-15 minutes to get to the bottom of the issue, so be it. In the long run, you will find that this helps you resolve such problems more quickly. 

While everything you say in a live chat is important, it’s the last few sentences that the customer will remember most. So be sure to end on a positive note that leaves the other person feeling good. 

Here are some examples of good ways to wrap up a chat conversation:

It only takes a moment to add this type of comment, but it adds so much value to the conversation. You will leave the customer with a smile on his or her face, and that means a satisfied advocate who will spread the good word about your company.

The principles of live chat etiquette are not hard to learn and implement, but they will have a big impact on the success of your live chat conversations. So bear these methods in mind, and make every chat a reason to celebrate.