How to Give Your Live Chat Support a Personal Touch

Matylda Chmielewska
5 min read
Mar 2, 2018
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Giving live chat personal touch

The Internet is full of advice on how to improve your live chat support by making it more personal. And while it all may be valid, there is one very important question you should ask yourself in the first place: why should you add a personal touch to your live chat experience?

Is it to build long-term relations with your customers? To further align your product with what your customer base truly wants? Once you will establish the ‘why’, adding a more relatable feel to your live chat support will be easy to introduce.

Letting your customers know that there are real people sitting on the other side of their computers is great for another reason. We live in an era of automation which applies to customer service, too. While bots and scripts work for speeding up processes, they can leave customers feeling not cared for enough.

According to Genesys study, people are more likely to come back to brands showing more human approach when it comes to customer service. 38% of people who took part in the survey said that personalized approach is important to them.

Genesys survey customer service chart

One of the brands that take their live chat support seriously while staying customer-centered is Nju Mobile. They have introduced highly customized messages on various parts of their website (you can read about their experience using LiveChat here).

Experts researching customer service approaches also agree that making it more relatable can play a ‘make-or-break’ role for your company. Human-centered approach aficionado, Kristin Smaby in her book ‘Being Human is Good Business’ highlights the importance of personalized customer service:

In an era when companies see online support as a way to shield themselves from ‘costly’ interactions with their customers, it’s time to consider an entirely different approach: building human-centric customer service through great people and clever technology. So get to know your customers. Humanize them. Humanize yourself. It’s worth it.

How can you start humanizing your customers and yourself? Here’s a list of practical and easy-to-apply tips that will help you ramp up your live chat support straight away.

#1 Be friendly and accessible

Whenever new chat box pops up, remember to introduce yourself using your name and a position. One option that you can add to your LiveChat is asking a customer for their name when they start a new conversation. This gives you at least one personal detail about them and when you write your first response, you can start using it as a way to make them feel welcomed.

People like talking to other humans. Make sure to stay away from worn-out phrases and formal words. This can also mean avoiding technical language or jargon specific to your industry. Try chatting like you would do with your friends.

#2 Stay polite and show appreciation

While you want your customers to feel comfortable and use informal language in your chats, do not overdo it by any means. ‘Please’ and ‘thank you’ used at the right moment can go a long way. These words not only show your customers that you care about them. They also assure them that they are and will be treated with respect.

Do not forget about letting the person you are chatting with about the whole process. Make sure that you are both on the same page. Don’t be afraid to use sentences like ‘Let me check that and I will come back to you’ or ‘Please give me a minute’ on a regular basis.

#3 Seek connection and be relatable

Do you know this great rule of customer service: ‘When in doubt, listen’? While I might have just made that up, understanding your customer’s needs is absolutely crucial. One mistake that people make when they start using live chats is assuming that they know what customer really wants.

Going an extra mile and foreseeing future inquiries can be great, but before you act, be 100% sure of other person’s expectations. Ask all necessary questions. This will also help you quicken your support process so you will not leave your customers waiting for solutions.

#4 Automate with the right approach

We all know how useful automation can be sometimes, especially when you are trying to stay on top of things by responding to your customers immediately. In this case, personal touch will mean adding relatable things like emojis to your automated replies and welcome screens. This way, your support service will feel lighter and maybe even make your customers chuckle! LiveChat has tons of customization options to increase your customers’ engagement.

Another thing to remember is making sure that your chat’s branding goes in line with the design of website and company’s visual assets. Do not forget about the details like correctly formatted logotypes and right colors. Double-check if all texts such as automated responses feel coherent.

Ready, set, go!

Adding a personal touch to your live support services can play a deciding role in determining whether customers will keep coming back to you. Here is what you can start doing now:

What is your approach when making your live chat support more personal? Share your advice in the comments below. I’d love to know what you think!

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