When you are using an online live chat program, there is an etiquette to be aware of.

• Be Fast – respond to each new chat in 5 seconds or less. If a customer has to wait even 8 seconds, they will leave.
• Be friendly and helpful – Don’t try to sell new person that comes to the site, guide them to a solution.
• Listen – Be patient with each customer and listen to what they are asking from you. Don’t be afraid to ask questions to clarify a point.
• Stay with your customer – The minute you answer the chat, that person becomes your customer and it is your responsibility to ensure they receive the service they require.
• Tag – Tag the chats when possible to keep your chats organized. Some tags you may want to use are: Potential lead, current client or website questions.
• Remember their name – Personalizing each chat and remembering returning clients is always a great way to make each customer feel important and valued.
• Collaborate – Just because you are the one answering the chats does not mean you have all the answers. Ask for help when and if you need it.