Live chat risks and how to mitigate them

There isn’t a customer service channel out there that doesn’t come with its share of risks. Social media is out in the public, phone calls risk irritating customers, and emails can feel unresponsive. Live chat software is no different. But, for every one of the live chat risks, there’s a feature, tool or best practice ready to help you mitigate the threat. Here, we’ve cracked open the files on live chat risks, and what you can do to neutralise them. Risk: not living up to the ‘live’ promiseOffering live chat means offering ‘live’ support. That means providing answers and conversation in real-time. One of the live chat risks, then, is disappointing your online visitors by failing to live up to this promise of instant gratification. Falling foul of this risk has two main causes. These are ineffective live chat queue management, and forgetting to turn off your chat when your team are unavailable.Risk mitigationThere are many handy tools to help you mitigate this live chat risk. For a star...