Professional Live chat etiquette: Comprehensive checklist to a better website experience


If a business doesn’t have the right professional live chat etiquette, you can firmly say that its doomsday clock has already started ticking.

without direct face-to-face communication, the way you communicate could decide the outcome of your live chat interaction.

Moreover, it can directly impact how your business gets viewed by the customer.

As live chat takes the place of cold calling, today most businesses are starting to rely on their website live chat to engage prospects and generate leads.

In this sense, your live chat agents gets to take the role of a salesperson for the company.

And, a highly successful salesperson has one critical skill above all else…

They are always easily likable and memorable. This makes the prospect to pay attention to your sales pitch, which in-turn helps them close the deal.

With live chat becoming your businesses’ virtual sales persona, your live chat interactions also should be amicable to your customer.

With the increasing chat volume, it could quickly become tricky to maintain a professional but personalized way of interactions throughout the day. This requires you to know more than a few live chat etiquette tips that could come-in handy.

But, how can you achieve these skills?

The short answer is “professionally trained live chat etiquette.”

Let me explain.

Today, most business begins with an online interaction. In other words, your website is the bridge between your business and the pool of potential future customers.

Every live chat interaction should follow an unique tone and voice that’s specific to your business.

The right live chat agent should be trained on right ‘language and tone’ to maintain the right etiquette throughout the interactions. In this blog, we’ll look into the main etiquette for your live chat interactions and why it’s critical for your business.

The right live chat right etiquette is quintessential for your business

In the previous years, most businesses employed long rows of cold calling experts. who chipped-away the phone books that looked like a big log of wood.

And, present day scenario.

(This is a shot from a famous TV series, Can you guess your answer at the comment section)

If you aren’t careful, the live chat could easily repel your customer away rather than be a focal point of your business.

It may not fulfill the true objective of augmenting the customer service or sales.

Today, your website has become the primary touch point for both customers . If you’re able to get this right, it would help you succeed at different fronts in your business.

As we have seen, the right live chat etiquette can definitely help your business to connect and engage with your customers. Without further adieu, let’s consider the different ‘live chat etiquette’ tips to facilitate a better website experience.

Live chat etiquette for professional interactions


Try following these easy-to-follow etiquette during your Live chat interactions for instant improvements in sales results and customer service NPS.

  1. Test your greetings for maximum response.
  2. Frame the sentences optimistically
  3. Don’t assume customer issues as a given
  4. Avoid cut-and-dried interactions
  5. Ensure impeccable grammar and spelling.
  6. Ensure response time of less than 15s.
  7. Master a casual tone of conversation
  8. Be knowledgeable about product offerings
  9. End chat interactions amicably
  10. Finish by asking for NPS score

Now, let’s look each of these responses in detail.

1. Have a better set of Greetings

In most circumstances, a live chat operator may be tempted to go with “Hello Visitor” as a permanent template for a new greeting.

But this can quickly get old and stale. Instead, a website could have a greeting that’s customized to the time of the day. Also, the greeting could be customized based on the type of website. For example, if it’s an eCommerce website targeting millennial, the ideal greeting could be “Welcome sunshine”, which appeals to the taste of a millennial.

In either of these ways, you should ideally test your auto-responder messages for inciting better visitor response.

2. Frame the sentences Optimistically

With live chat being a purely conversational medium, there is a large stress on how the sentences get framed. In this sense, the difference between appearing cordial and indifferent could simply depend on the individual sentences.

Now, let’s examine a case of two sentences.

In the first case, the chat agents says “How may i help you?”. And, in the second case, chat agents pings “Is there something that i can do for you today?”

You can say that both these sentences convey exactly the same message. But they communicate the polar opposite in meanings.

The first one comes across as helpful sentence. But the second one communicates an indifferent tone. Needless to say, more customers are likely to respond to the second sentence.

3. Don’t take assumptions on customer Issues

In most customer service scenarios, there might be a number of recurring issues. Without right training, the service agents tend to fall-back on troubleshoots for these recurring issues.

But most customers may not have this same recurring issue. In these situations, the service agent should be able to accurately understand the specific customer problem.

4. Avoid cut-and-dried Interactions

If you check on any chat-related customer forums, you can see that cut-and-dried interactions are a frequent raised cause of irritation among customers.

Most chat interactions are based on a chat script that gets to be re-brandished at every possible opportunity. Needless to say, this gets old and stale. The chat interactions also looses its charm along the way. In this situation, you could make each conversation unique by providing individually tailored responses which in-turn generates more responses.

5. Ensure impeccable grammar and spelling

In essence, all chat interactions are a 1:1 conversations that happens in a chat window. In this scenario, bad grammar and spelling could single- handedly jeopardize even a high-potential customer interaction. Often, you don’t get a second chances to re-asses any particular conversation.

In this situation, you need to ensure that all chat agents are essentially immune to making any grammatical or spelling errors.

6. Ensure response time of less than 17s

If your chat agent responses takes more than 17 seconds, you will start seeing a large drop-off within the chat conversations.

If they are maintaining a one-on-one conversation, most chat agents will be able to maintain a sharp turn-over time for their conversation.

But most chat agents are required to simultaneously handle at-least 3 chats. As they are getting more chats assigned, most chat agents could easily get overwhelmed and would have higher turn over times.

In turn, this could quickly get escalated into a large scale issue. To avoid this issue, you should have an easily scalable arrangement to manage your website live chat.

7. Master a casual tone of Conversation

Ideally, a chat interaction should happen as a 1:1 personalized chat conversation. But, when handling a large volume interactions, this could slip back to a idyllic form of conversation. Often, chat agents veer towards a too casual or too uptight during the conversation.

Either of these isn’t too conductive for creating a productive live chat conversation. In this situation, all chat agents should be properly trained to manage a casual tone of conversation through out their operational period.

This could be resolved through careful vetting and training of live agents.

8. Get properly trained on website offerings

In most cases, the chat agents are only equipped or knowledgeable enough to hand-over to a particular department or give cut-and-dried answers. Instead, the chat agent should be able to resolve at least the first 50% of the chat interactions within the primary touch points.

Later, only a smaller portion of the customer issues should get handed over to the technical or process management team. In this situation, you can accelerate the entire pipeline handling your business chat interactions.

9. End chat interactions amicably

At least in some cases, the chat interactions have a tendency to get stretched-out without any end in sights. And, each minute is precious. A novice chat agent may be tempted to abruptly end the chat conversation.

Even if a particular chat interaction seem to be a clear waste of time, you may have an actual customer or prospect could be at the other end of the chat window.

For this, the live chat agent should be drilled in the way of amicably ending a chat conversation. And, it should happen within a limited number of chat interactions.

Finish by asking for NPS score

In the digital era, anything that you do should be geared towards countinous improvement. This could also be stated about customer satisfaction during a live chat interaction. An NPS scoring system will help you measure the quality of customer interactions across a time period.

In the digital era, anything that you do should be geared towards continuous improvement. This could also be stated about customer satisfaction during a live chat interaction. An NPS scoring system will help you measure the quality of customer interactions across a period.


When properly applied, a live chat experience can immense difference to your business bottom-line. If misused, a live chat experience can be an immense pain point within your website experience. You might even start loosing your qualified website leads.

In this situation, live chat support provided with a professional live chat etiquette can be a game changer. Let’s have a chat to see our own live chat etiquette with our chat support.


  1. Pingback: John
    • Absolutely, John. The customer service rep need to practice the right cadence to actually get good at whatever he is trying to establish and succeed-in.

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