How to Avoid Mistakes in Live Chat Support


How to Avoid Mistakes in Live Chat Support?

The idea behind live chat support is excellent. The benefits of live chat are instant, personal, cost-effective, and efficient. However, its effectiveness boils down to setting it up well.  Live chat support is one of many marketing tools that businesses rely on to help boost sales and revenues. It helps the company to generate more traffic and leads through chat service. Live chat or chatbots are here to stay, and making improvements in servicing the end users is an integral part of any business.

Let’s focus on what common live chat mistakes businesses make when providing live chat support. Of course, it will impact their brand. I will list some errors and also how to avoid making mistakes in live chat support.

1.   Waiting Time and Leaving the Chat Unattended

With the advent of chatbot technology, it is a known fact now; live chat is a preferred medium of customer interaction. The customer service report stats on live chat in 2019 is as follows:

  • In 2018, we gathered data from 25000 companies represented by 19 industries using live chats and tickets for customer service. Based on the minimum metrics, the report listed 47.4 billion websites, 437 million chats and 21 million tickets.
  • Some more data will help businesses recognize some issues. Average customer satisfaction was at 82.6% down by -1.5%. It attributes to increased customer expectations, and the only way to counteract is to improve customer service standards.

Response Time

  • The first response time on chat was 48 seconds, and a gradual improvement over the previous year. Every company has to strive to better this data.
  • The average handling time with the customer was 11 minutes and 24 seconds.
  • The key findings show that making your customer wait will hurt your business. The need to improve this is more significant now, and failing would result in customers not using your brand or services.

Critical Aspects

The most critical aspect of live chat is that TIME and records show most companies make mistakes in managing the chatbox. The growing volume of chat requests and primary concerns do not have enough agents to handle the live chat requests.


Everyone wants a chat box to increase conversions. Set up a chatbox when you can identify the resources available and be able to provide top-notch service. Alternatively, it will be prudent to offer email or phone support. With AI and ML(artificial intelligence and machine learning), chatbots with templates will be an answer to most companies.


2.  Prioritization for Responding to Queries

There is no prioritization of inquires or questions posted in the chatbox. As well, the answers provided do not match the queries posted. 


With the advent of AI and machine learning, most companies use bots as an alternative to having a live chatbox. The programming of chatbots is dependent upon customer interaction and usage. The answers to most queries from end-users are scripted. Should there be a question that needs intervention, the bot prompts the user to provide their contact details so that an agent can handle their concerns. It alleviates the waiting time for answers. Some chatbots go the extra mile by giving a scheduler so the caller can schedule a callback.

3.  We are asking the customer for too much information.

As a primary tool, the chatbox is the first line of contact, and our goal is to make it smooth and easy to interact with humans. We often ask for too many questions and create complications for the end-user. Asking questions is suitable for the company so that they can give the service. However, it can be counterproductive at times. The issues such as their name, location and email address can help personalize and enhance the user experience. With the available information, the company should be able to depute an agent at once to answer customer queries.


Create a buyer persona and with an available database or a CRM. Integrate this information, so we can make life easier and a better experience. Asking for irrelevant and non-contextual information can be adverse to both the company and the end-user. So, try to avoid common live chat mistakes.

4. Product knowledge and chat agents

Every company takes time to provide in-house training and product knowledge. The means of communicating with customers, whether its an email, phone support or chat support, must have chat agents who are qualified and competent to handle customer queries. Failure is not an option, so training is vital. Often the common mistake most companies commit is to have untrained agents or VA’s(virtual agents)


Having qualified and trained agents with complete product knowledge are the first step. Provided ongoing training with scripts to follow is the second step. Do not activate or set up a chat until you have the right personnel to manage the chatbox.

5. Be Aware of Peak chat times

Most companies, if doing business online, will require their agents to work 24/7/365 days. However, this may not be feasible for startups and companies with a small payroll. One of the big mistake companies often follows the standard business hours, where you may provide live chat support. However, the standard hours may not necessarily create a need for chat support.

Having a website and having an online presence globally, the requests may come from anywhere. If you’re a global business, then you could be receiving the majority of support requests, and inadequate staffing at live chat coverage at odd hours may result in a lost opportunity.

The solution:

Do a poll or a survey online, and your analytics can give you a busy and lean time for your business. The analytics tool is available in the chatbox application. It can identify the active hours and manage the resources to manage the chat support.

Some options that you can use. 1. Use of overseas virtual agents, adequately trained. 2. Introduce the chatbot with relevant templates that can handle direct customer queries. 3. Direct your customers to use the resources section of your website, knowledgebase, or FAQ. Also, provide proactive messages in the chatbox or chatbot template, so the users are taken care of at all times.

6. You Fail to Follow up after the Live Chat Support has Ended

Call it a mistake or a lack of foresight. Customers are susceptible and are prone to rating your services in available media. Not following up can be very bad for your brand and bottom line.

Some opportunities you gain with a follow-up. One can create the trust and dependability factor in your customers, thus establishing a positive user experience. Email the chat conversation or chat history, so the customer has resources available to him through the links provided by the chat agent. All these, besides all the points listed above, will help you nurture your customer’s loyalty towards your company.

Chatbox and chatbot have become another tool for lead generation. The proper harnessing of available tools that customer uses can open up a dialogue between you and your customer. The follow-up process can be valuable and help the customer create a positive impression.


The endless opportunities leading to integrating live chat with database or CRM, including email marketing solution, is the beginning of a journey of success and a win-win for both the company and the customer. The use of automation in this process will help not only in following up with customers but as well as providing relevant information through emails.

7. Value Quantity over Quality

Customers using live chat support want their queries answered expeditiously. However, in their quest for answers, they still value quality versus speed or quick action. It necessitates businesses to create a balance where customers have good customer experience and get their queries answers quickly and efficiently.

It is not uncommon to see some companies choose to bypass and become complacent. They fail and lead to undue inconvenience to users.  It leads to bad feelings and unwanted complaints.

The solution:

Take a concrete step to balance your quality over quantity. Don’t set unrealistic expectations with your agents until they can handle all of their chat tasks with complete confidence. The goal here is to deliver high standards and meet customer’s expectations.

The second step, know the limitations of your chat agents and set the target for several calls or chats they can handle. It will minimize any potential negative perceptions. Also, it will help to set realistic expectations of the chat support agents.

Learning from your Live Chat Mistakes

You learn from mistakes in every sphere of your life. It applies to customer chatbox and customer chatbots also. Mistakes teach how to perfect, learning from your live chat mistakes and improve. The best lesson one can learn to try every method and see what works best for the customer and you. The process of elimination of mistakes and finding the right solution is the goal. Every company must set its standards and create a recipe for success.