6 ways to improve your live chat performance

6 ways to improve your live chat performance
September 26, 2016 Denitsa Kozanova
How do improve your live chat performance?

You already use live chat on your website, but don’t really see any difference from before? Or it started well but now the numbers are decreasing?

It’s time to review your plan and improve your chat performance. Previously I talked about how to measure live chat, which KPIs to use in order to figure out where you stand with live chat.
But if the numbers aren’t so great, it’s time to get creative and think about…

Colours and Fonts

Live chat 6Colours are a very important aspect of your website design as they can help you highlight some elements. That is exactly what you want to do with your online chat. Try to use bright, shiny colours, they are said to catch the eye and appear more welcoming than darker ones. At the same time avoid using the same colours as those of your website’s background as that can make your widget appear as part of the background and people won’t notice it easily.
You can also try and make your chat more attractive to website visitors by changing the font style and colour. Just keep in mind that you should stick to your brand’s colour scheme and font style in order to stay aligned with the other elements on the website.


“Hello, how can I help you” is boring. It is the sentence everybody expects to see, so it brings no excitement. If you want to increase chat performance, you should try out something different. First, add a photo of the agent and his/her name in the greeting, so it gets more personal.
‘Hello, I am John! I am online and ready to answer your questions!’ is already an improvement.
In the case of e-commerce some companies use the chat to promote their discount offers:
‘40% off winter shoes! Ask me for more special offers.’
You can also grab people’s attention by using a small talk line:
‘Hello, I am Tania, how are you doing today?’
Whatever you decide to do, try to avoid unreal photos, slang (unless it is used by your target group and corresponds to your brand) and long, confusing greetings. You can come up with two or more greetings and test them to see which one is more efficient.

The right time at the right place

Live chat 2In  search of new furniture, I stumbled upon one website that had a live chat widget popping up from the bottom left corner. Nothing bad about it, if only it wasn’t covering the whole navigation menu. I am not sure if that was on purpose, but it didn’t make a great impression on me and it definitely didn’t make me want to use the chat.
Point here is that it is very important where you place your chat widget and when it will pop up. People usually expect to see it at the right bottom but you can also put it at the side of the webpage. Just make sure it’s not covering any important information.
Additionally, live chat has to be installed on every page so that the visitor doesn’t have to search for it. Popping up on the landing page and wherever you think the visitor will have questions is quite enough. Think about what kind of conversation you want to trigger with the live chat. If you want leads, for example, the chat window should pop up on the product or pricing page to remind visitors that their questions can get an immediate answer.

Promote on other channels

Make sure your customers are aware that you have a live chat support. You can announce its launch on your social media channels, talk about why you have decided to install it and ask for feedback. Later on you can introduce the chat agents through short interview series or videos.
In that way your customers will feel welcome to use it, they will understand its purpose and the conversation will become more personal. Finally, you will create traffic to your website which is always a good idea!

Know your customers, train your team

Live Chat 5In regards to making the communication more personal, here is another idea- train your agent team to be problem solvers with an empathic approach. I am sure we all have experience with customer support agents who give bot-like answers, forward you immediately to the next level and don’t show any humanity. In fact, a lot of pre-sales and customer support inquiries need sales or technical assistance, so they aren’t doing anything wrong. But if a solution isn’t  presented immediately, then you lose up to  80% of all new website visitors. So, in order to keep high level of chat performance, your team needs to be proactive and try to solve issues immediately, if possible. What’s more, they have to know the website content almost by heart, as well as the product and pricing portfolio.
Even if they can’t give the right answer immediately, a good conversation leaves a very good impression. Try not to use industry-specific terms, or use them only when talking with people from the respective industry. You can create pre-chat sign-up form to get to know the person on the other side of the chat and see whether you should have a more ‘industry-specific’ dialogue with him or keep it simple.

Be proactive!

Run A/B testing! Few manage the find the right formula right from the start. The majority run tests and compare results, fail and succeed. So, come up with different scenarios for the design and functionality of your chat widget and test it.
In this regards you can also test your agents and do some „mystery shopping “. Pretend you are the customer and see how your team reacts to your questions. If you feel well-treated, then give yourself a pat on the shoulder and keep up with the good work!

As everything in business (and life, in general) live chat brings success only if there is a smart and well-thought-out strategy behind it. Have you used live chat on your website? What was your strategy for it?