6 Important Live Chat Tips For Email Support
                     6IMPORTANT LIVE CHATTIPS FOR EMAIL SUPPORT
6 Important Live Chat Tips For Email Support
Break Down Long Answers
Manage The Conversation
Write Concisely
Increase Your Speed
Take Time To Teach
Break Down Long Answers
In email support, you get really good at taking your customers big block of questions 
and then comprehensively addressing them all in the hope of resolving it for them 
with one reply. And that’s because it might be hours before they see it.
Manage The 
Conversation
Email support is like old-school 
letter writing with really fast mail 
carriers, but chat support works 
more like a live conversation. 
People can talk over each other, or 
one person can really dominate 
the discussion. So, guiding a live 
chat to a successful end means 
keeping control of the 
conversation.
Write Concisely
In chat support, conversations can scroll 
past quickly, and they’re often squeezed 
into a pretty small frame surrounded by 
all sorts of distracting things. So it’s vital 
that you get to the point quickly and 
clearly if you want to be understood.
Increase Your 
Speed
In email support, sending a response within 
15 minutes of receiving a request would be 
amazing. Even a 45-minute response might 
be amazing most of the time because your 
customers mostly aren’t hanging out hitting 
refresh on Gmail. But if you were in a face-
to-face conversation and the other person 
suddenly stopped talking, well, you would 
be rightly concerned. The same goes for 
support chats. Responsiveness matters 
more in live chat support.
Take Time To 
Sometimes, yoTur ecusatomcehr just needs your 
help to take an action that they can’t take. 
But other times you’ve got an opportunity to 
help them understand your service or your 
product more deeply - or to teach them how 
to solve their own problem.
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