Best Chat and Email Support Practices For Stellar Customer Experience

 Last Updated: Oct 17, 2022  |    MIN READ


One of the keys to having a successful business is to ensure that your customers are satisfied with the products and outputs that your business serves. Keep in mind that your business is there to improve or solve certain areas of your customers’ experience. Therefore, many companies invest in customer service upgrades to continuously meet clients' demands and expectations. Customer support is not just about troubleshooting or answering inquiries, but also about building a relationship between your brand and the people who are likely to become its patrons. 

However, some companies look at chat and email support as low-priority tasks. This could lead to missed opportunities, as most of your customers are probably looking for ways to connect with you. 90% of companies do not respond to emails or even acknowledge them, which can lead to their target demographic being rather frustrated and not wanting to transact further. Remember, it is better to keep customers and have them repeatedly purchase from you rather than constantly looking into acquiring new ones.

Here are the 5 best practices to improve customer experience: 

Engage by asking open-ended questions

Learn more about your customers through email and chat support. By asking open-ended and probing questions, you can get more information about their purchase decision patterns or what they value. Customers are not one-size-fits-all and should be dealt with different approaches depending on their specific objectives and requirements. Through chat and email support, customers can express their sentiments as you develop a tailor-fit plan of action for their query. Your customer will even appreciate this even better as their feedbacks are reflected on your services moving forward, thus increasing their patronage and trust towards your brand. 

Spot an opportunity to be of service to your customers

Your customers can tell if they are speaking with a bot or canned replies. Your enterprise could also potentially miss out on some opportunities just by not funneling through the query you receive. Inquiries and questions do not mean troubleshooting, but sometimes it could also lead to opportunities that will create more business for you and your clients. Construct a sustainable way to achieve a win-win situation, wherein as you extend a hand to your customers and become more proactive in resolving their concerns, this could also be a chance for you to showcase your other products and services that may spark their interest. 

Go above and beyond in developing your business’ brand 

It is crucial to develop brand advocacy for your firm as it helps you establish a strong connection between your business and customers. When a customer raises a problem and you foresee that this could be an opportunity to assist them with a solution to what they are initially inquiring about, keep the flow of the engagement as natural as possible. You want to be helpful and not become a sales agent, present to them the opportunity to enhance their requirements as fluidly as possible. 

Your customers want genuine conversations, so make it sound like an actual person

Regardless of your persona as a brand, it’s still important to engage in actual conversations with your customers, even through chat and email support. It would help sound as human as possible in your replies, as this assures your customers that they are speaking with someone who will help them with their inquiries. Using simple and less technical terms can also help you avoid misunderstandings and misconceptions about the solutions or the help that you are providing for them. 

Ensure brand recognition among your customers by using brand voice consistently. 

Your brand is synonymous with the personality and message that you would like your customers and potential clients to perceive about your business. It is important to be consistent with your brand voice and communication style when dealing with clients, as this will help establish familiarity that your ideal customers will resonate easily with. Your target audience will get a sense of who you are as a company and the values that you stand for. It could be as simple as standardizing the manner of how you greet your customers through chat or how you apologize for any mishap that happens when transacting with you. Make sure that this brand voice is consistent in your chat and support email and with how you deal with your customers in person.

Keep tabs on your chat and email support systems to provide the right course of action for your customers’ concerns and build a community of people who will stay loyal to your brand in general.


Remember, customers spreading pleasant words about your service is the best marketing tool you can have. 

It is highly important to monitor this while it could be detrimental to your business if left alone. Offshoring poses a splendid solution to ensure the quality of service and the timeliness of responding to your customers. By choosing to engage with a professional offshore customer care team, you are essentially optimizing your customer support through email and chat. You will get access to seasoned talents who know how to apply your brand message and voice to how they attend to your customers. 


Chat and email support is only one of the call center services that offshoring companies like Offshore Business Processing can provide to their business and company clients. Our professional customer care teams are equipped with the right knowledge and know-how to deal with and assist your customers while finding opportunities to market your products and services. You can easily push the boundaries and get access to a wider customer base by the flexibility that offshoring brings. 

If you are looking to expand your enterprise and provide the best quality of service to your customers, you may request a free quote or schedule a call with our team to discuss your options.

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