Support Your App – customer support outsourcing for tech startups
  • Solutions
    service
    CORE SERVICES
    • Call Center Outsourcing
    • Live Chat Support Outsourcing
    • Help Desk Outsourcing
    • Technical Support Outsourcing
    • Phone Answering Services Outsourcing
    • View All Services
    TARGETED SERVICES
    • Support Operations Services
    • Managed AI Services
    INDUSTRIES
    • eCommerce Customer Support
    • Fintech Customer Support
    • SaaS Customer Support
    • Game Customer Support
    • Healthcare Customer Support
    • Amazon Customer Support
    • IT Customer Support
    • Retail Customer Support
    • Shopify Customer Support
    • B2B Call Center Customer Support
  • Our Packages
  • Career
  • About Us
    service
    About Us
    • Why SupportYourApp
    • Our Culture
    • Our Team
    • Social Responsibility
    • Press Page
    • Contact Us
  • Blog
  • Get Your Plan round-arrow

    Chat Customer Communication

    Anna Shevtsova
    By Anna Shevtsova
    Updated: 04/18/25

    5 min read

    Tweet0LinkedIn0Facebook0Email0

    41% of customers prefer live chat support to any other way of communication. It is easy to navigate, it offers instant responses, and can be accessed from any device. Maintaining a live chat support team is not an easy task though. Seemingly easy, there are specific points a team should know to make sure a customer base reaches that sweet 92% customer satisfaction KPI. 

    In this article, we'll cover:

    • Why Is Live Chat Important?
    • How to Provide the Best Live Chat Experience?
      • Train the Live Chat Team Properly
      • Ensure Language Knowledge
      • Mix Friendly Approach With the Voice of the Company
    • Live Chat — Success in Numbers

    Why Is Live Chat Important?

    Some say live chat gets the best from both email and phone. It provides: 

    📧📞
    Transcript possibilitiesFast answers
    Convenient escalation possibilitiesFormal yet friendly way of communication
    The possibility to send issue-related filesThe possibility to explain the issue in detail
    The time for a support consultant to think about their answerUndivided attention aimed at single customers and single issue

    There are several core features that can ensure that the live chat is at its most efficient.

    1. 🚀 Fast answers

    An average waiting for first response time in a live chat is 46 seconds. For 71% of customers fast responses is the number one reason for communicating with the support team via a chat window. How to ensure fast answers? 

    • Implement preset answers as a script.
    • Ensure a high level of support team’s product knowledge.
    • Provide the best soft- and hardware solutions.
    • Ensure a sufficient amount of people on the team.

    If the team can fulfil and surpass this waiting time, the customers will turn and stay loyal faster and longer. 

    2. 🎯 Direct-to-chat communication only

    A customer communicating with a support team via a live chat window expects to get answers right away. Not in 2 hours in their Inbox messages. 91% of customers who used live chat have noted the ability of the teams to provide information quickly. Take this away and the customer will have one thing less to commend. Chat iterations must remain in chat.

    3. 📄 Chat transcript and log

    After the chat is closed and the resolution is found, there is one thing left to do — send the transcript of the conversation to the customer and log it into the CRM system. This will provide your customers with additional help, if they come across the same issue again.

    4. 😀 Proactive approach

    94% of customers, invited to a live chat window proactively, reported a high level of satisfaction from the communication. Live chat proactivity doesn’t stop here. BrightLocal reports 72% of customers leave a service review if asked. 

    A business valuing the voice of customers must ensure that every chat conversation ends with a request to review and score the communication. It will provide an instant outlook on the quality of service and will allow all issues to be fixed on the spot. 

    The best example of this system would be SupportYourApp in-house developed QCRM and an online chat window QUIDGET. Both of them allow a customer to score the quality of communication and send the reports directly to our clients. This allows them to follow customer satisfaction KPI in real time, adjusting their service in accordance with customers’ opinion. 

    5. 🤖 Mindful chat-bot implementation

    60% of customers won’t wait for a chat response for more than 1 minute. To decrease the first-response time businesses implement chatbots. Last year 67% of customers used chatbots to resolve their issues, but only 27% of them are interested in seeing more AI support in the future. 

    The number of chatbots is expected to increase in the near future. Experts predict 90% of customer interactions with banks will be powered by chatbots by 2022. Even though this will make the workflow of the support teams more manageable, live chat providers must rely on the customers’ desire to talk to a real human support consultant.

    🙌🏼 FUN FACT: the first chatbot was developed in 1966 and was named ELIZA. Even though it failed to go through all tests and couldn’t property interact with people, it gave an immense push to the development of chatbots as we know them today. 

    Putting all the points together makes live chat service more manageable.

    How to Provide the Best Live Chat Experience?

    Train the Live Chat Team Properly

    20% of users will leave a business after a bad service experience. Training customer support representatives cuts this number significantly as too often the satisfaction KPI decreases after customers communicate with inexperienced support consultants. 

    Train customer support and service teams. Provide them with the latest information and give them access to the most relevant information. This way they will properly help the customers and elevate the company’s image in their eyes. 

    Ensure Language Knowledge

    • 75% of customers are more likely to buy from a brand if they have a website available in their native tongue. 74% will make a repeat purchase. 
    • 90% of non-English speaking customers will not even consider buying from an only-English-speaking business. 

    Provide the customers with a possibility to chat with a support consultant in their native language by at least implementing a machine translation. Or expand the team with the people speaking multiple languages. This will extend your reach and give you a market advantage.

    Mix Friendly Approach With the Voice of the Company

    Chat is a perfect place to mix a friendly approach with the voice of the company. It is not as formal as email and provides a perfect ground for conveying a sense of business via customer communication, unlike a phone, where communication might get too heated. 

    Friendly approach balanced with the voice of the company will make a business as a whole and the support team in particular more approachable and the communication more enjoyable. 

    Live Chat — Success in Numbers

    • 44% of customers say a live chat agent answering their questions is one of the most important features a business can have. 
    • 62% of customers are more likely to make an online purchase if a live chat consultant is available. 
    • 70% of customers prefer talking to a live support agent rather than to an AI. 

    Ensuring a solid live chat experience and training a support team to handle chat inquiries fast and correctly will make sure the customers get their answers quickly and through their preferred channel of communication. 

    ❤︎ Like it? — Share: Share on LinkedIn or Share on Facebook

    Anna Shevtsova
    By Anna Shevtsova.

    Anna started out in financial markets, diving into daily research on bonds and stocks. A passionate reader with a love for historical literature and international cuisine, she’s now all about mastering customer communication. She writes in-depth about customer support, backed by extensive research, and has become an expert on the topic.

    Posted on April 1, 2021April 18, 2025

    ♥︎ Like us on ↓ Facebook.
    We post nice stuff.

    ★ Join 500+ others

    Your shortcut to better CX - right in your inbox
    Get a monthly roundup of the latest support trends, hands-on how-to’s, and real-world case studies — to help you level up your customer support.

    ✱ 50%+ of people who read this, started following us on SupportYourApp LinkedIn LinkedIn

    Follow on LinkedIn

    Written by Anna Shevtsova

    Anna started out in financial markets, diving into daily research on bonds and stocks. A passionate reader with a love for historical literature and international cuisine, she’s now all about mastering customer communication. She writes in-depth about customer support, backed by extensive research, and has become an expert on the topic.

    • Chat Customer Communication

      Project Reviews: Bringing Strategy, Insight, and Heart Into Our Client Partnerships

      By Ilya Patricha

      7 min read

    • Chat Customer Communication

      Top Technical Support Companies in 2025: An Honest Review

      By Anastasiia Svyrydenko

      7 min read

    • Chat Customer Communication

      My Career Journey: Roman Bednarchyk, Chief Growth Officer

      By Anastasiia Svyrydenko

      6 min read

    Company

    • Our Packages
    • Team
    • Career
    • Company
    • Products
    • Social Activities
    • Press Page
    • Blog
    • Contact Us

    Outsourced Services

    • Call Center Support Outsourcing
    • Technical Support Outsourcing
    • Help Desk Support Outsourcing
    • Live Chat Support Outsourcing
    • eCommerce Customer Support
    • Fintech Customer Support
    • SaaS Customer Support
    • View All Services

    Information Security

    • SupportYourApp's Security
    • Privacy and Cookie Policy
    • Sub Processor List
    • Terms of Use
    • Data Privacy Framework Notice
    Support Your App – customer support outsourcing for ytech comanies

    Helping modern startups scale faster by outsourcing customer support.

    Excellence in Customer

    Excellence in Customer Service Award as an Outsource Partner of the 2024.

    Follow us

    • SupportYourApp Facebook Page
    • SupportYourApp Linkedin Page
    • SupportYourApp Instagram Page
    • SupportYourApp Twitter Page
    • SupportYourApp Youtube Page
    • SupportYourApp Tiktok Page

    Send your CV

    • [email protected]

    Become our Client

    • [email protected]
    • 1.888.959.3556

    Location

    • Delaware Office:
      221 W 10th Street,
      4th Floor, Suite 122,
      Wilmington, DE 19801, USA.

    © 2010-2025 SupportYourApp, Inc. SupportYourApp Limited. All rights reserved.
    SUPPORTYOURAPP®, QCRM™, QUIDGET™ are registered trademarks in the US and other countries.

    Support Your App – customer support outsourcing for ytech comanies

    Helping modern startups scale faster by outsourcing customer support.

    Excellence in Customer

    Excellence in Customer Service Award as an Outsource Partner of the 2024.

    Share this ArticleLike this article? Email it to a friend!

    Email sent!