best practices chat etiquette

10 Best Live Chat Etiquette Practices

Tanushree Munda
By Tanushree Munda | Last Updated on May 19th, 2024 9:26 am

While face-to-face interaction offers a unique advantage, the rise of live chat for business has become a cornerstone of modern customer service. Live chat provides a convenient and efficient way to communicate with customers in real-time. However, proper chat etiquette is just as essential in this online environment as it is in person. The way you communicate online can significantly impact a customer's perception of your brand.

In this blog, we'll discuss the essential live chat etiquette practices you must follow to achieve the following:

  • Build positive customer relationships: By following proper etiquette, you create a welcoming and professional environment that fosters trust and loyalty.
  • Build up customer satisfaction: Clear communication, prompt responses, and a helpful attitude ensure a smooth and efficient customer service experience.
  • Amplify brand reputation: Professionalism and courtesy in online interactions reflect positively on your brand and leave a lasting impression.

Let’s begin.

You must also read about comprehensive guide live chat software to have a better understanding of the topic.

What Is Live Chat Etiquette?

Live chat etiquette is like online manners for customer service. It's about being friendly, professional, and clear in your communication. It means responding quickly, using proper grammar, and actively listening to the customer's needs. By following these guidelines, you can create a positive experience that builds trust and keeps customers happy.

10 Best Live Chat Etiquette Tips For Customer Care

Live chat offers a real-time connection with customers, but proper etiquette is essential for building trust and ensuring a positive experience. While it might seem simple, agents can sometimes neglect these courtesies, especially under pressure. Let's now discuss the 10 key live chat etiquette tips to guarantee a smooth and successful customer interaction:

  1. Be Professional
  2. Best Live Chat Etiquette

    Maintaining a courteous and respectful tone throughout the conversation sets the foundation for a positive experience. Avoid using slang or informal language like "hey there" or "what's up? "Instead, personalize your greetings with the customer's name (if available) and use professional salutations like "Hello, Sarah" or "Thank you for contacting [Your Business Name]. "Similarly, conclude the conversation with professional closings like "Thank you for contacting us today, Sarah. Have a wonderful day!"

  3. Do Not Use Ellipses (...)
  4. Best Live Chat Etiquette

    Excessive use of ellipses (...) can be misconstrued as uncertainty, hesitation, or even dismissal. Aim for clear and concise communication, using complete sentences whenever possible. For instance, avoid using "...looking into this for you" or " with you shortly. " Instead, opt for full sentences like "I'm currently researching your request and I'll be with you shortly" or "I understand you need help with your order. I'm happy to look into this for you."

  5. Use Correct Grammar
  6. Best Live Chat Etiquette

    Typos and grammatical errors can make you appear unprofessional. Take a moment to proofread your messages before sending them. This demonstrates attention to detail and reflects positively on your brand. Ensure your messages are free of typos and grammatical mistakes. Avoid shortcuts like "b4" for "before" or "u" for "you."

  7. Expect It To Take Time
  8. Best Live Chat Etiquette

    Complex customer issues may require research or additional information. Acknowledge this upfront and manage the customer's expectations. Let the customer know you're actively working on their request and provide an estimated timeframe for a resolution. For example, if you need to gather more information, you can say, "I understand you're having trouble with your account login. To investigate further, I may need to ask you a few additional questions. This should only take a few minutes."

  9. Be Patient
  10. Best Live Chat Etiquette

    Customers may be frustrated or confused due to the issue they're facing. Acknowledge their feelings and offer support. Avoid rushing the conversation or using impatient language like "Hurry up and tell me what's wrong" or "Can you be more specific?" Instead, show empathy by validating their emotions. For instance, if a customer is frustrated, acknowledge their feelings by saying, "I understand your frustration. Let's see what we can do to get this resolved."

  11. Learn When and How To Apologize
  12. Best Live Chat Etiquette

    If a mistake has been made, take ownership and offer a sincere apology. Explain what you'll do to rectify the situation and prevent similar issues in the future. For example, if you accidentally provide incorrect information, apologize by saying, "I apologize for the mistake. The correct information is...I'll ensure this is updated in our system to avoid future confusion."

  13. Be Empathetic and Listen Actively
  14. Best Live Chat Etiquette

    Pay close attention to the customer's concerns and try to understand their perspective. Show empathy by acknowledging their feelings and frustrations. This builds rapport and demonstrates that you care about their experience. Actively listen to what the customer is saying and avoid interrupting. Use phrases like "I understand you're disappointed with..." or "It sounds like you're having trouble with..." to show you're engaged in the conversation.

  15. Be Quick In Responding
  16. Best Live Chat Etiquette

    Prompt responses demonstrate that you value the customer's time. Aim to respond to inquiries within a reasonable timeframe, even if it's just to acknowledge receipt and let them know you'll be with them shortly. Set a goal to respond to customer messages within 30 seconds to a minute. If you know it will take longer, send a quick message like "Thank you for contacting us! I'll be with you shortly to assist you with your inquiry."

  17. Focus On Resolving Customer's Issue
  18. Best Live Chat Etiquette

    The primary goal is to find a solution to the customer's problem, not just listen to it passively. Ask clarifying questions to gather more details about the issue. For instance, ask "Can you tell me more about the error message you're receiving? "Once you have a clear understanding, provide different solutions and explain the benefits of each option. Keep the customer informed throughout the process by saying, "I'm currently processing your request. I'll let you know as soon as I have an update."

  19. Don't Forget To Take Feedback
  20. Best Live Chat Etiquette

    After resolving the customer's issue and ensuring their satisfaction, ask if they have any other questions. This demonstrates your commitment to providing exceptional service. You can then invite them to provide feedback on their chat experience. This feedback is invaluable for improving future interactions and identifying areas for improvement. For example, you can say, "Is there anything else I can help you with today? I appreciate the opportunity to assist you. Would you be willing to share a quick rating about your chat experience today?"

Here are some additional tips to consider:

  • Use Positive Language: Maintaining a positive and optimistic tone throughout the conversation keeps the interaction productive. Use phrases like "I'd be happy to help" or "I'm confident we can find a solution."
  • Avoid Technical Jargon: Unless the customer is familiar with technical terms, avoid using them. Explain complex concepts in a clear and concise way that is easy for the customer to understand.
  • Proofread and Edit: While taking a moment to proofread messages seems obvious, it's easy to overlook in a fast-paced environment. Double-check for typos and grammatical errors before hitting send.
  • Personalize When Possible: Adding a personal touch goes a long way in building rapport with the customer. Use the customer's name whenever possible and tailor your responses to their specific situation.

By following these live chat etiquette tips, you can create a positive and productive experience for your customers. This not only fosters trust and loyalty but also improves brand image and customer satisfaction. Remember, a little effort goes a long way in creating a winning live chat customer service strategy.

How Can Live Chat Etiquette Boost Business?

Live chat has become a cornerstone of modern customer service, offering a convenient and efficient way to connect with customers in real-time. But beyond just convenience, proper live chat etiquette can significantly boost your business in several ways.

  1. Increased Customer Satisfaction
  2. By following live chat etiquette tips like prompt responses, clear communication, and a helpful attitude, you can create a smooth and positive experience for your customers. This leads to increased customer satisfaction, a key metric for business success. Satisfied customers are more likely to return for future purchases and recommend your brand to others.

  3. Improved Brand Reputation
  4. Professionalism and courtesy in online interactions reflect positively on your brand and leave a lasting impression. Following live chat etiquette demonstrates that you value your customers and prioritize their experience. This helps to cultivate a strong brand reputation, making you stand out in a competitive marketplace.

  5. Enhanced Customer Loyalty
  6. When customers feel valued and respected during their interactions, they are more likely to develop customer loyalty. Live chat etiquette fosters trust and rapport, encouraging customers to return to your business for their needs.

  7. Increased Sales and Conversions
  8. Live chat allows you to address customer concerns and answer questions in real-time. This can lead to increased sales and conversions by removing barriers to purchase and providing immediate support throughout the buying journey.

  9. Reduced Costs
  10. Live chat can be a more cost-effective way to provide customer service compared to traditional phone support. By resolving issues quickly and efficiently through live chat, you can reduce costs associated with extended call times and high call volume. If you want to integrate live chat on your website, it is important to know how to add live chat on website because every software is different and comes with different challenges. Appy Pie is one platform that provides the easiest functioning of software.

  11. Integration with Free and Paid Solutions
  12. Many live chat software options are available, including free live chat software and paid plans with advanced features. Choosing a solution that integrates seamlessly with your existing customer service infrastructure can further streamline your operations.

  13. Consider a Customer Service Chatbot
  14. While live chat etiquette is essential for human interactions, customer service chatbots can also play a valuable role. Chatbots can handle basic inquiries, qualify leads, and provide 24/7 support, freeing up your live chat agents to focus on complex customer issues. Consider implementing a free AI chatbot to augment your live chat strategy.

By implementing live chat etiquette and potentially incorporating chatbots into your customer service strategy, you can experience a multitude of benefits for your business. Live chat support software, help desk software, and free live chat software are all solutions you can explore to find the best fit for your needs.


Now that you know how to handle a client with the best live chat etiquette practices in mind, you can create a positive and productive experience for every interaction. Remember, these practices are not just about following the rules; they're about building trust, fostering loyalty, and ultimately boosting your business.

For businesses seeking a comprehensive solution, consider a platform like Appy Pie. Appy Pie offers live chat software equipped with all the features you need to deliver exceptional customer service. They also provide a free AI chatbot that can handle basic inquiries and extend support beyond business hours. This combination of Live Chat and customer service chatbot can significantly boost your company's customer satisfaction, brand reputation, customer loyalty, and ultimately, your sales and conversions. Explore free live chat software options or consider a paid plan with advanced features offered by various providers like Appy Pie to find the best fit for your needs. By prioritizing best practices chat etiquette and potentially incorporating a customer service chatbot, you can take your customer service strategy to the next level.

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