Web chat: 5 tips to boost your customer support

A web chat is a format that allows customers to connect with your support representatives through your website in real time, making it incredibly easy to reach out to your business. Implementing web chat has proven to bring down customer wait time by up to 80%, which dramatically improves the overall customer experience. It looks like a dream customer service tool, doesn’t it?

Consider this: 42% of customers¹ prefer to use web chat over phone support because it eliminates the frustration of waiting on hold. Additionally, 79% of businesses² report that offering live web chat has positively impacted their sales, revenue, and customer loyalty. These statistics highlight that web chat isn’t just a nice-to-have tool—it’s a critical part of modern customer support.

If web chat can have such a powerful effect on customer satisfaction and business success, why stop at basic features? Here are 5 actionable tips for making your web chat a powerhouse for customer support.

Web Chat Tip 1: Quality over speed.

This might sound counterintuitive at first. Customers do want fast responses, and that’s one of the main reasons they prefer web chat over phone support. Waiting on hold is frustrating for everyone. However, speed means little if it compromises the quality of customer support. In fact, 95% of consumers say they would prefer slower support if it meant the help they received was higher quality³.

Rather than focusing solely on cutting response times, prioritize training your customer support agents to provide thorough and accurate responses. For instance:

• Centralize customer data: Provide agents with a unified dashboard that includes customer history, past interactions, purchase details, and preferences. Avoid asking repetitive questions by ensuring all information is available in one view.
• Build a robust internal knowledge base: Develop a library of FAQs, troubleshooting steps, and product resources that agents can easily access and share during conversations.
• Offer agent training on problem-solving: Use real-life scenarios to train agents on addressing complex queries and effective communication techniques.
• Create templated but customizable responses: Develop a set of pre-written responses for common issues that agents can adapt to suit the customer’s unique situation.
• Incorporate real-time response suggestions: Use tools or processes that allow agents to see recommended responses or related articles to provide better, faster solutions.
• Review and optimize chat performance: Track chat resolution times, satisfaction scores, and customer feedback to pinpoint areas for improvement.

Interestingly, improving the quality of customer support can naturally lead to faster response times. Well-trained agents who have the necessary resources and tips at their fingertips can address inquiries with confidence and efficiency.

Web Chat Tip 2: Provide self-service help.

So customer support agents have access to all possible resources to answer customers’ questions. However, not every issue requires human intervention. A key benefit of web chat is that it can reduce the load on your customer support team.  

With AI-powered chatbots, you can design a response flow that gives customers answers and resources automatically, giving them the chance to solve issues without agent intervention. 

• Design virtual agent workflows: Map out common customer queries, like order tracking, password resets, or troubleshooting simple issues, and create response workflows for virtual agents.
• Set up keyword-based triggers: Program virtual agents to detect keywords or phrases in the chat and respond with relevant solutions or resources.
• Enable seamless escalation: Ensure the virtual agent hands off unresolved queries to a live agent with all previous conversation context intact.
• Use natural language processing (NLP): Optimize the virtual agent to understand user intent, even when phrased differently, to deliver accurate responses.
• Monitor and refine chatbot performance: Regularly analyze conversations to improve scripts, fix inaccuracies, and identify gaps in automated responses.

The beauty of web chat Virtual Agents is adapting to any industry and address a wide range of use cases. For instance, a customer experiencing an issue with software installation can type, “It’s not installing correctly.” The web chat virtual agent responds with a troubleshooting checklist and a downloadable guide.

Similarly, in retail, web chat virtual agents can handle checking product availability or tracking orders, ensuring quick support even during busy seasons. E-commerce platforms benefit from web chat virtual agents by offering personalized recommendations based on browsing history or purchase patterns, enhancing the customer’s shopping experience.

Want to see some real-life examples of how Virtual Agents work? Check out some interactive demos. 

Web Chat Tip 3: Be present everywhere.

Web chat is great, but what if you could take customer support a step further? 

Basically, every single person uses tools like WhatsApp, Telegram, Messenger, and more in their daily life – why limiting your support over chat to your website? By extending your web chat capabilities to include these channels, you can meet customers where they already are and make it even easier for them to reach you.

If you’re familiar with the concept, you already know we’re talking about providing omnichannel customer service. In this strategy, users have multiple platforms to reach you and they can mix and match them and pick up the conversation where it was left. 

So now agents have to man all these different channels? Isn’t it time-consuming? Not if you implement a technology where you can manage voice and chats from different channels using just one client: customers will use a variety of chats to reach you, but your agents will see them all from a single screen.

Here’s how to implement effective omnichannel support:

• Enable multi-platform messaging by extending web chat to SMS, social apps, and social media. Personalize messages to match each platform’s style (e.g., emojis for social, concise text for SMS) and ensure a seamless experience with synchronized customer preferences and interactions.
• Centralize incoming chats using tools that consolidate all conversations into one interface. Features like chat tagging, auto-routing, and unified analytics help agents multitask, reduce response times, and deliver consistent service.
• Ensure conversation continuity by integrating CRM systems to store chat histories. Allow customers to resume chats across channels with full context, fostering trust and saving time.
• Design channel-specific automations by tailoring virtual agents to each platform. Social media bots can handle quick FAQs, while live chats and emails address complex issues. Use AI to analyze common queries and optimize scripts for each channel.
• Offer proactive engagement by using personalized, timely messages. Trigger website pop-ups for assistance, send WhatsApp delivery updates, or highlight abandoned cart items. Balance frequency to provide value without overwhelming customers.

Web Chat Tip 4: Be personal.

Web chat offers an excellent opportunity to connect with customers in a more personal and authentic way. However, many businesses fall into the trap of using messaging that fails to align with their brand’s voice. The best customer support experiences are those that make customers feel understood, valued, and comfortable.

Here’s how to add a personal touch to your web chat:

• Personalize interactions by using data like names, locations, and purchase history to tailor chats. Start with personalized greetings (“Hi [Name], welcome back!”) and reference past interactions to show value. Use CRM tools for centralized data and segment audiences for tailored messaging.
• Implement dynamic workflows by aligning virtual agent scripts with your brand tone. Test responses using customer feedback and A/B testing, and use decision trees to guide relevant, dynamic conversations.

Web chat Tip 5: Be open 24/7.

Nowadays, no support experience gets a 10/10 if it’s not available outside of working hours. Customers want to solve issues 24/7, any day of the year – but how can you achieve this without overworking your agents? Automation is the key.  Here’s why:

• Increased Customer Satisfaction: Providing support at all hours ensures customers can get help when they need it, resolving their issues promptly and reducing frustration. This availability significantly improves the overall customer experience.
• Global Reach: With businesses serving customers across multiple time zones, 24/7 web chat enables you to cater to international audiences without delays, making your service more inclusive and accessible.
• Improved Response Times: Round-the-clock support minimizes wait times, ensuring customers receive immediate attention. This quick resolution builds trust and sets your service apart from slower competitors.
• Competitive Advantage: Being available 24/7 showcases your commitment to customer care, giving you an edge over businesses with limited support hours. It positions your brand as reliable and customer-focused.
• Enhanced Customer Loyalty: Consistently meeting customer needs, no matter the time, creates a strong sense of reliability. Over time, this leads to greater loyalty, repeat business, and word-of-mouth referrals.

Take Your Web Chat Customer Support to the Next Level

Customers love web chat for its speed and simplicity, but to stand out, businesses must go beyond the basics.

Focus on quality responses by investing in training programs that equip agents with the skills and knowledge to handle inquiries effectively. Use feedback loops and real-life examples to continuously refine communication and build stronger customer connections.

Leverage AI-driven virtual agents to automate routine tasks like FAQs and account troubleshooting, enabling 24/7 availability and freeing human agents to handle complex, personalized cases.

Expand with omnichannel support to meet customers where they are—on your website, SMS, or social apps like WhatsApp and Messenger. A centralized system ensures seamless operation across platforms.

Prioritize personalization by tailoring interactions using customer data, such as purchase history, and addressing customers by name to make them feel valued and understood.

Finally, ensure 24/7 availability to meet customer expectations and build trust through dependable, round-the-clock service.

By combining quality, automation, personalization, and accessibility, your web chat can drive customer satisfaction, loyalty, and long-term business growth.

1. Start your free trial or demo of Imagicle Digital Virtual Agents, ready to be integrated with your chat tool
2. Learn more about how Imagicle helps you achieve your web chat goals
3. Share this post with your company’s decision-maker to introduce the topic

¹ Popupsmart: 42+ Live Chat Statistics That You Need to Know in 2024

² Popupsmart: 42+ Live Chat Statistics That You Need to Know in 2024

³ Kayako: How to Boost Your Live Chat Customer Satisfaction