Top 10 Live Chat Etiquettes​ to Boost Customer Satisfaction

chat etiquettes
Why do people love certain brands? A lot of the times it has something to do with the friendliness of their customer services department. Delighted customers, who receive consistent and satisfying customer service, are always a big asset for any business as they often turn out to be the evangelists for the brand.

One of the many channels for offering customer support these days is a live chat software. Customer satisfaction in a live chat relies on several factors including soft skills of communication and impeccable chat etiquettes. Why, etiquettes? The reason is simple. Everyone loves etiquettes.

We all follow some sort of etiquette, whether it is office etiquette, dinner table etiquette or even phone etiquette. So, why not follow a customer service etiquette too? Are you keen on providing excellent customer support with your chat tool? Then make sure your support team follows these chat etiquettes to stand out.

Quick Navigation - Live Chat Etiquettes to Boost Customer Satisfaction

1. Using Emojis

Using Emojis
This one might come as a surprise to you, especially as the first item on this list. Well, it’s all for a reason. You see, chatting on the web is unlike a face-to-face conversation where facial expressions are as much a part of the conversation as spoken words. On the other hand, when you are using a keyboard to communicate, it’s possible for the true meaning of your words to be misconstrued.

This is where emojis come in. They help communicate the right emotion with your words and as they say – a picture is worth a thousand words.

2. Avoid using ellipses

Use of ellipses (the three dots at the end of a sentence) while chatting has become a common trend off late. Avoid this while chatting in a professional capacity. The ellipses can appear to be condescending in a text-based conversation. Try to be to-the-point and direct while chatting with a prospect or a customer.

3. Using Correct Grammar, Spelling, and Punctuation

chat etiquettes
Make sure that the operators handling chat make use of correct grammar, spelling, and punctuations while speaking to a website visitor, irrespective of the language. An agent using bad grammar or wrong spelling sends out a signal that you don’t value your customers enough and also makes you look unprofessional. Also, a chat operator should avoid using the Internet language (for example, words such as “LOL” or “BRB”)or shorthand typing. One can use an exclamation mark to show excitement or a question mark in the text conversations. It’s not appropriate to have multiple punctuations marks stringed together (Example: “????!!!!”)

Recommended Read: Characteristics of Live Chat Agents

4. Avoid caps lock

Writing in All-Caps is one of the most hated things online as it denotes you are shouting. Nobody wants to be shouted at, especially not a potential customer. Avoid using writing with Caps lock set to “ON” at all costs. Abbreviations of key terms can be used.

5. Be Patient

Be Patient

While chatting with a website visitor, take into consideration the fact that for some people it can be slightly difficult to express themselves. Also, at times, the responses may take longer as the person could be attending to more than one task at the same time. Remember to be patient and avoid interrupting them while they take their time to submit a response.

6. Be Offer-Aware

You have to be absolutely certain of what you are going to say about your products or services. Not being able to answer key questions related to the product/service or offering misleading/confusing answers is not only a sure way to lose customers but it also leaves people unimpressed.

7. Negative or bad Attitude doesn’t work

Avoid offering any unnecessary comments or personal opinions. Restrain from being sarcastic at all times. If the visitor says or offers to discuss any sensitive issue, refrain from getting pulled into the conversation and stick to doing your job. Remember, you are a spokesperson for your company and no matter what kind of day you’re having, it’s your responsibility to be kind and helpful. If the person on the other side is angry, try to get him/her to calm down without losing temper yourself.

8. It’s All About Speed

Keep your messages short and sweet. Live chat support is meant to be a professional and fast way for visitors to get information. Focus on giving out as much relevant information as possible rather than beating around the bush!

9. Be Empathetic

chat etiquettes
Chat support operators need to be willing to be empathetic with the customers. Let them know that you are on his or her side and that you will do anything possible to resolve their queries or concerns.

10. Always End Your Chats On A High

Don’t end a chat right after resolving the issue. There are some end-of-the-chat protocols that need to be followed to conclude the chat leaving the visitor feeling good about the whole conversation. Few of the things that you can do:

  • Thank the visitor for the time he/she took to discuss their issue with you.
  • Confirm with the visitor if the issue was resolved to their satisfaction and if there’s anything else they need assistance with.
  • Wish them a good day ahead before you bid adieu.

Related Read: The Perfect Training Plan for Live Chat Executives


These are some of the etiquettes you need to follow in order to provide a stellar live chat experience to your website visitors. Did we miss out on any of other best practices? We would love to hear from you

An online business, that uses live chat support to engage with visitors, should be aware of the definitive rules of chat etiquette.

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About the author

Jason Grills

Jason is a technical writer currently associated with ProProfs Chat. He enjoys writing about emerging customer support products, trends in customer support industry and the financial impacts of using such tools. In his spare time, Jason likes traveling extensively to learn about new cultures and traditions.


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