Live chat support

Live Chat: What Customers Love and Hate

Live chat support

Imagine you’re heading to a bag store.

With the countless number of bags present on the racks, you’re bound to get overwhelmed. Suddenly, you realize you have no idea which one would be ideal for your needs.

You look around the store to get some help, however there’s not even a single salesperson available. All you can see is a small note with an e-mail or contact number for helping you with the issue.


How would you rate your customer experience?

If I am right, you’d leave the store and head to another one; all the while thinking about how pathetic this experience was. Now, if you look closely, online and in-store businesses are not all that different. The lack of assistance while making a purchase is one of the most common scenarios in e-commerce.

“77% of customers won’t make a purchase if there’s no live chat support,” according to a report on Business 2 Community. While those numbers should be enough for people to integrate live chat software onto their website right away, but alas, it is not so simple!

I am sure some of you might be wondering “if live chat is so appealing to customers, why do some online customers rate their typical live chat experience so poor?”


When using a service like live chat, you should also learn to use it optimally. Merely having live chat support won’t do you any good. Let me share the top 3 points to follow and the ones to avoid when you opt for the live chat support solution.

Things customers will come back for;


  • Easy accessibility

When customers have internet at their back and call, they don’t like to wait for responses. And, why would they? They expect information at their fingertips. As a customer myself, I would much rather chat on the spot rather than logging into my e-mail account to write a mail while making a purchase; it’s a no-brainer. Your customers will have a much smoother experience when someone is available to answer their queries right on-time, as it keeps distractions at bay.

  • Personalized customer experience

The best part of using online customer support is that customers won’t have to narrate the entire story to the representative. This has been made possible by the availability of browsing history and past purchases (if applicable). In cases, where they need to contact the Live Chat Support more than once, they expect the rep to be able to pick up where they left off.

  • Direct communication

Immediate service is one of the foremost components of the rising customer expectations from their online experience. If a channel that provides an instant answer and quick solutions is readily available to them, they would save their time and opt for it. This is the main reason the customer service response time has dropped down from hours to seconds, making email almost obsolete.

Now to the things that’d make customers disappear

  • Slow handle time

If there is one everyone would agree on is that no one likes it when you’ve to narrate stories from scratch back and again to the customer care rep on the phone call. Forrester Research says that “77% of people agree that valuing their time is the most important thing a company can do to provide them with good service.” This enhances in the case of online consumers.

Though a well-trained customer support agent can handle chats with 2-4 visitors at the same time without any compromise on quality, you can’t say the same for an increased number of visitors. Hence, reconsider the workforce you assign the task to and allocate more resources to handle the chat.

  • Lack of response

Poor experience with live chat comes to light when there is no one available to chat. To be honest, nothing will annoy your customers more than the issue that your Live Chat support is left unattended when the pop-up message clearly says that someone on the other end will be available to respond at all times. So, instead of misleading pop-ups set up proper customer expectations by making the feature available only when your team is available as well.

  • Poor post-chat experience

Apart from the interactions that happen during the chat, the post chat experience matters as well. Making sure to do follow-ups and asking for feedback is valuable to your customer. When asked for feedback, modern online consumers expect that it really matters and appreciate an opportunity to rate the service provided. They even leave their comments on the quality of service and suggestions to make it better too. So, make sure you are able to give them that.

With Live Chat Support on your side, there is no doubting the success of your business.

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3 thoughts on “Live Chat: What Customers Love and Hate”
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