So how do you put all of this theory together and implement it in practice? That’s easier when you might think. The basics of good live chat etiquette are easy to understand and use. Put these to work, and you will A+ marks for every chat!

Hopefully, this goes without saying, but you should always be professional in every live chat conversation you participate in. Here are a few pointers to remember:

Chatting with customers is very different from talking with your friends. You should be friendly, but not too informal or casual. 

You should always want to help people as much as you can, but don’t make the mistake of overpromising. Be honest and upfront about what you can or cannot do for them. In particular, be careful when promising things that may be out of your control, such as:

Only promise things you know you can deliver. If you need to get approval from your supervisor, do that first before making a promise to the customer. 

Nobody wants to talk to a robot, so be sure to add the personal touch when communicating over live chat. Here are a few things you can do that make a difference:

If you have to put a customer on hold, keep them in touch with what’s happening. If you have to escalate the issue to a specialist or senior manager, explain what will happen next.

Don’t make excuses for delays. Instead, be honest about the issue and keep them in the loop as things move forward. 

Mastering the art of chat etiquette might seem like a difficult task to achieve, but with practice and the few tips provided above, everyone can be a chat pro in time. Just remember that the goal is to provide customers with an excellent service experience. Once you keep that in mind, it will guide you to customer service success.