Wix Answers Help Center
Tips for Working With Live Chat Support Teams
Live Chat support combines the immediacy of a call center with the written format of tickets. Follow the suggestions below to set your team members up for success and ensure customers receive the quickest, most effective responses to their real-time questions.
Preparing Your Teams for Live Chat Support
Minimizing agent response time is critical to providing fast and convenient customer service. Take a look at a few of our suggestions below to help you prepare for live chat support.
Create chat-specific saved replies
Utilize Chat Views
Create internal escalation procedures
Minimizing Response Time
With Live Chat, customers expect immediate responses to their questions. Fulfill these expectations by making sure your team monitors the ticket lists and replies to conversations quickly.
Respond with saved replies
Respond quickly to Waiting chats
View the webpage your customer is chatting from
Respond periodically to your Active chats
Ending non-responsive chats
Transfer to other agents
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