{"id":48514,"date":"2021-07-30T11:13:44","date_gmt":"2021-07-30T18:13:44","guid":{"rendered":"\/us\/en\/blog\/?p=48514"},"modified":"2025-05-14T05:14:06","modified_gmt":"2025-05-14T12:14:06","slug":"live-chat-tips-to-elevate-customer-experience","status":"publish","type":"post","link":"\/us\/en\/blog\/live-chat-tips-to-elevate-customer-experience\/","title":{"rendered":"5 live chat tips to elevate customer experience"},"content":{"rendered":"<p><strong>Highlights:<\/strong><\/p>\n<ul>\n<li aria-level=\"1\">Live chat has the capacity to elevate the customer experience<\/li>\n<li aria-level=\"1\">Companies don\u2019t always invest in live chat, which can result in customer frustration<\/li>\n<li aria-level=\"1\">You can use a variety of methods to improve live chat<\/li>\n<\/ul>\n<p>If you were to ask your customers what they thought of your live chat efforts, what would they say? Would they respond that they love talking to your agents over live chat \u2013 the experience is convenient and simple? Or would they complain it takes too long to reach an agent, and when they did reach an agent, the person didn\u2019t know how to solve the problem?<\/p>\n<p>Here are some of the best tips to improve live chat so it elevates the contact center customer experience.<\/p>\n<h2>When live chat is good, it\u2019s very, very good\u2026<\/h2>\n<p>Live chat has enormous potential to create an excellent customer experience. Here are some <a href=\"https:\/\/techjury.net\/blog\/live-chat-statistics\/#gref\">statistics<\/a> that bear this out:<\/p>\n<ul>\n<li aria-level=\"1\">75 percent of people prefer live chat over any other channel<\/li>\n<li aria-level=\"1\">44 percent of consumers say that being able to ask questions of a live person when they\u2019re shopping online is one of the most important features a website can offer<\/li>\n<li aria-level=\"1\">63 percent of Millennials prefer live chat to answer basic customer support queries<\/li>\n<li aria-level=\"1\">The average customer satisfaction rate for live chat in the tech industry exceeds 87 percent<\/li>\n<\/ul>\n<h2>\u2026But when it\u2019s bad, it\u2019s very, very bad<\/h2>\n<p>Yet despite its potential, there are times when live chat <a href=\"https:\/\/www.convinceandconvert.com\/baer-facts\/live-chat-usually-sucks\/\">doesn\u2019t improve the customer experience<\/a>. In fact, it makes it worse. Here\u2019s why:<\/p>\n<ul>\n<li aria-level=\"1\">Agents are slow to respond<\/li>\n<li aria-level=\"1\">Agents don\u2019t always have the right information<\/li>\n<li aria-level=\"1\">Companies don\u2019t invest in improving live chat so it can offer a better experience<\/li>\n<\/ul>\n<h3>Agents are slow to respond<\/h3>\n<p>When customers use live chat, they expect that someone will respond to them quickly and solve their problem in a short amount of time. They don\u2019t want to sit and wait for an answer.<\/p>\n<p>Slow agent responses have a negative impact on the customer experience and cause customers to turn away from live chat.<\/p>\n<h3>Agents don\u2019t always have the right information<\/h3>\n<p>Poorly trained agents who don\u2019t have the right answers frustrate customers. Customers want answers to their questions when they turn to live chat.<\/p>\n<h3>Companies don\u2019t invest in improving live chat<\/h3>\n<p>The two factors mentioned above (long response time and uninformed agents) are the outcome when companies don\u2019t invest in improving live chat.<\/p>\n<p>When decision makers think about live chat, what comes to mind is cost-effectiveness. They don\u2019t always choose to implement live chat because they believe it will improve the customer experience. However, when they don\u2019t invest in effective training, it leads to the issues mentioned above.<\/p>\n<h2>How to elevate the customer experience through live chat<\/h2>\n<p>Here are ways to elevate the customer experience through live chat:<\/p>\n<ul>\n<li aria-level=\"1\">Train staff properly<\/li>\n<li aria-level=\"1\">Give staff access to the knowledge they need<\/li>\n<li aria-level=\"1\">Connect staff to internal resources<\/li>\n<li aria-level=\"1\">Monitor agents and measure performance analytics<\/li>\n<li aria-level=\"1\">Consider adding virtual agents<\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-48515\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/07\/woman-looking-at-her-phone.jpeg\" alt=\"Woman looking at her phone\" width=\"540\" height=\"360\" \/><\/p>\n<h3>Train staff properly<\/h3>\n<p>What does <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/build-agent-confidence-with-good-training-practices\/\">training your staff properly<\/a> entail?<\/p>\n<p>It means ensuring they understand how to use <a href=\"https:\/\/www.ringcentral.com\/live-chat.html\">live chat technology<\/a> and preparing them for questions customers will ask as well as how best to answer those queries. Furthermore, agents must learn how to handle difficult situations quickly to create a positive contact center customer experience. Agents must also learn how to balance multiple chats at once, a skill that requires practice and proper training.<\/p>\n<h3>Give staff access to the knowledge they need<\/h3>\n<p>Good training is an important first step, but there will be times when agents will need to consult a reliable, accurate source of information to solve problems.<\/p>\n<p>Use a contact center solution with a built-in <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/ensure-business-continuity-with-a-knowledge-base-in-the-cloud\/\">knowledge base<\/a> so agents have access to the information they need at their fingertips. Moreover, choose <a href=\"https:\/\/www.ringcentral.com\/effortless-customer-engagement.html\">contact center software<\/a> that integrates with important business applications, such as CRMs. These applications give agents the data they need about customers to help serve them better. For more information about creating effortless customer engagement, see <a href=\"https:\/\/www.ringcentral.com\/effortless-customer-engagement.html\">RingCentral\u2019s contact center solutions<\/a>.<\/p>\n<h3>Connect staff to internal resources<\/h3>\n<p>You\u2019ve trained staff. They have an internal knowledge base and they can access critical business applications. However, what happens when someone else in the company is responsible for dealing with a given issue?<\/p>\n<p>Agents will need to reach out to internal experts for help with certain problems. That\u2019s why having access to <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/building-a-collaborative-culture-for-your-contact-center\/\">collaboration tools<\/a> is crucial \u2013 they connect agents to team members in the rest of the organization so they can help customers solve problems.<\/p>\n<h3>Monitor agents and measure performance analytics<\/h3>\n<p>There\u2019s a saying that if you can\u2019t measure something you can\u2019t manage it. Monitoring agents and measuring performance analytics help you understand what\u2019s happening within the live chat channel so you can manage it better.<\/p>\n<p>Market-leading <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact center<\/a> software allows managers to monitor on-screen interactions such as live chat to better understand agent performance. With this knowledge, they can coach agents who need more assistance and reward those who are doing well.<\/p>\n<p>Additionally, built-in analytics give managers a deeper insight into things such as:<\/p>\n<ul>\n<li aria-level=\"1\">How quickly agents respond to customers<\/li>\n<li aria-level=\"1\">If agents are responding to issues on the first go<\/li>\n<li aria-level=\"1\">Customer retention rates (are customers sticking with your company after their live chat experience?)<\/li>\n<\/ul>\n<p>Analytics help you pinpoint problem areas so you can work on remedying them.<\/p>\n<h3>Consider adding virtual agents<\/h3>\n<p>A <a href=\"https:\/\/www.ringcentral.com\/virtual-agent.html\">virtual agent<\/a> (not to be confused with a <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/ai-virtual-assistant\/\">virtual assistant<\/a>) is software that follows certain rules to answer customer questions. Virtual agents use natural language processing (a branch of AI) to read, understand, and derive meaning from human language.<\/p>\n<p>What\u2019s the difference between virtual agents and chatbots? Chatbots only respond to simple questions and scans customer questions for phrases, while virtual agents understand what a customer types and provides meaningful, personalized responses.<\/p>\n<p>A virtual agent complements your existing live chat program by handling a number of interactions at once. They\u2019re also always on-call. And when a call is too difficult for a virtual agent to handle, it will pass it off to a human.<\/p>\n<h2>Improve the contact center customer experience with RingCentral<\/h2>\n<div class=\"rc-bottom-cta rc-bottom-cta__landscape\" style=\"background-color:#FF8800;flex-direction: row-reverse;\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t\t<img decoding=\"async\" width=\"540\" height=\"360\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/07\/AdobeStock_115345075.jpeg\" class=\"responsive-image\" alt=\"RingCentral\u2019s ...\" \/>\t\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"rc-bottom-cta__text\" style=\"color:ffffff;\">\n<h3\n\t\t\t\t\t\t\t\tclass=\"rc-bottom-cta__title headline-copy\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t>RingCentral\u2019s market-leading contact center software features live chat tools that boost the customer experience.<\/h3>\n<\/p><\/div>\n<div class=\"rc-bottom-cta__btn-wrapper\" style=\"\">\n\t\t\t\t\t\t<a\n\t\t\t\t\t\t\t\tclass=\"btn btn-primary btn-lg rc-bottom-cta__link\"\n\t\t\t\t\t\t\t\ttitle=\"Get a demo\"\n\t\t\t\t\t\t\t\thref=\"https:\/\/www.ringcentral.com\/view_demo.html\"\n\t\t\t\t\t\t\t\tdata-dl-name=\"Get a demo\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"button\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"bottom cta banner\"\n\t\t\t\t\t\t\t\tdata-no-auto-dl=\"true\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t\t\tonmouseover=\"\"\n\t\t\t\t\t\t\t\tonmouseout=\"this.style.backgroundColor='';this.style.borderColor='';this.style.color='';\"\n\t\t\t\t\t\t>Get a demo<\/a>\n\t\t\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Highlights: Live chat has the capacity to elevate the customer experience Companies don\u2019t always invest in live chat, which can result in customer frustration You can use a variety of methods to improve live chat If you were to ask your customers what they thought of your live chat efforts, what would they say? Would &#8230;<\/p>\n","protected":false},"author":29,"featured_media":48516,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-48514","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>5 live chat tips to elevate customer experience | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Highlights: Live chat has the capacity to elevate the customer experience Companies don\u2019t always invest in live chat, which can result in customer\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/live-chat-tips-to-elevate-customer-experience\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"5 live chat tips to elevate customer experience\" \/>\n<meta property=\"og:description\" content=\"Highlights: Live chat has the capacity to elevate the customer experience Companies don\u2019t always invest in live chat, which can result in customer\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/live-chat-tips-to-elevate-customer-experience\/\" \/>\n<meta property=\"og:site_name\" content=\"RingCentral Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ringcentral\" \/>\n<meta property=\"article:published_time\" content=\"2021-07-30T18:13:44+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-05-14T12:14:06+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2021\/07\/AdobeStock_115345075.jpeg\" \/>\n\t<meta property=\"og:image:width\" content=\"540\" \/>\n\t<meta property=\"og:image:height\" content=\"360\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"RingCentral Team\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:site\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"RingCentral Team\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/live-chat-tips-to-elevate-customer-experience\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/live-chat-tips-to-elevate-customer-experience\/\"},\"author\":{\"name\":\"RingCentral Team\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358\"},\"headline\":\"5 live chat tips to elevate customer experience\",\"datePublished\":\"2021-07-30T18:13:44+00:00\",\"dateModified\":\"2025-05-14T12:14:06+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/live-chat-tips-to-elevate-customer-experience\/\"},\"wordCount\":1074,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/live-chat-tips-to-elevate-customer-experience\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2021\/07\/AdobeStock_115345075.jpeg\",\"articleSection\":[\"Customer &amp; employee experience\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"\/us\/en\/blog\/live-chat-tips-to-elevate-customer-experience\/\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/live-chat-tips-to-elevate-customer-experience\/\",\"name\":\"5 live chat tips to elevate customer experience | RingCentral Blog\",\"isPartOf\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/live-chat-tips-to-elevate-customer-experience\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/live-chat-tips-to-elevate-customer-experience\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2021\/07\/AdobeStock_115345075.jpeg\",\"datePublished\":\"2021-07-30T18:13:44+00:00\",\"dateModified\":\"2025-05-14T12:14:06+00:00\",\"description\":\"Highlights: Live chat has the capacity to elevate the customer experience Companies don\u2019t always invest in live chat, which can result in customer\",\"breadcrumb\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/live-chat-tips-to-elevate-customer-experience\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/live-chat-tips-to-elevate-customer-experience\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/live-chat-tips-to-elevate-customer-experience\/#primaryimage\",\"url\":\"\/us\/en\/blog\/wp-content\/uploads\/2021\/07\/AdobeStock_115345075.jpeg\",\"contentUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2021\/07\/AdobeStock_115345075.jpeg\",\"width\":540,\"height\":360,\"caption\":\"Looking at phone screen.\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/live-chat-tips-to-elevate-customer-experience\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"\/us\/en\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"5 live chat tips to elevate customer experience\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/\",\"name\":\"RingCentral Blog\",\"description\":\"Intelligent Communications\",\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\",\"name\":\"RingCentral\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/\",\"url\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png\",\"contentUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png\",\"width\":2048,\"height\":309,\"caption\":\"RingCentral\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/ringcentral\",\"https:\/\/x.com\/ringcentral\",\"https:\/\/www.linkedin.com\/company\/ringcentral\/\",\"https:\/\/www.instagram.com\/ringcentral\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358\",\"name\":\"RingCentral Team\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g\",\"caption\":\"RingCentral Team\"},\"sameAs\":[\"https:\/\/www.ringcentral.com\"],\"url\":\"\/us\/en\/blog\/author\/ringcentral-team\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"5 live chat tips to elevate customer experience | RingCentral Blog","description":"Highlights: Live chat has the capacity to elevate the customer experience Companies don\u2019t always invest in live chat, which can result in customer","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.ringcentral.com\/us\/en\/blog\/live-chat-tips-to-elevate-customer-experience\/","og_locale":"en_US","og_type":"article","og_title":"5 live chat tips to elevate customer experience","og_description":"Highlights: Live chat has the capacity to elevate the customer experience Companies don\u2019t always invest in live chat, which can result in customer","og_url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/live-chat-tips-to-elevate-customer-experience\/","og_site_name":"RingCentral Blog","article_publisher":"https:\/\/www.facebook.com\/ringcentral","article_published_time":"2021-07-30T18:13:44+00:00","article_modified_time":"2025-05-14T12:14:06+00:00","og_image":[{"width":540,"height":360,"url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2021\/07\/AdobeStock_115345075.jpeg","type":"image\/jpeg"}],"author":"RingCentral Team","twitter_card":"summary_large_image","twitter_creator":"@ringcentral","twitter_site":"@ringcentral","twitter_misc":{"Written by":"RingCentral Team","Est. reading time":"5 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/live-chat-tips-to-elevate-customer-experience\/#article","isPartOf":{"@id":"\/us\/en\/blog\/live-chat-tips-to-elevate-customer-experience\/"},"author":{"name":"RingCentral Team","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358"},"headline":"5 live chat tips to elevate customer experience","datePublished":"2021-07-30T18:13:44+00:00","dateModified":"2025-05-14T12:14:06+00:00","mainEntityOfPage":{"@id":"\/us\/en\/blog\/live-chat-tips-to-elevate-customer-experience\/"},"wordCount":1074,"publisher":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/live-chat-tips-to-elevate-customer-experience\/#primaryimage"},"thumbnailUrl":"\/us\/en\/blog\/wp-content\/uploads\/2021\/07\/AdobeStock_115345075.jpeg","articleSection":["Customer &amp; employee experience"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"\/us\/en\/blog\/live-chat-tips-to-elevate-customer-experience\/","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/live-chat-tips-to-elevate-customer-experience\/","name":"5 live chat tips to elevate customer experience | RingCentral Blog","isPartOf":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/live-chat-tips-to-elevate-customer-experience\/#primaryimage"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/live-chat-tips-to-elevate-customer-experience\/#primaryimage"},"thumbnailUrl":"\/us\/en\/blog\/wp-content\/uploads\/2021\/07\/AdobeStock_115345075.jpeg","datePublished":"2021-07-30T18:13:44+00:00","dateModified":"2025-05-14T12:14:06+00:00","description":"Highlights: Live chat has the capacity to elevate the customer experience Companies don\u2019t always invest in live chat, which can result in customer","breadcrumb":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/live-chat-tips-to-elevate-customer-experience\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/live-chat-tips-to-elevate-customer-experience\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/live-chat-tips-to-elevate-customer-experience\/#primaryimage","url":"\/us\/en\/blog\/wp-content\/uploads\/2021\/07\/AdobeStock_115345075.jpeg","contentUrl":"\/us\/en\/blog\/wp-content\/uploads\/2021\/07\/AdobeStock_115345075.jpeg","width":540,"height":360,"caption":"Looking at phone screen."},{"@type":"BreadcrumbList","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/live-chat-tips-to-elevate-customer-experience\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"\/us\/en\/blog\/"},{"@type":"ListItem","position":2,"name":"5 live chat tips to elevate customer experience"}]},{"@type":"WebSite","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/","name":"RingCentral Blog","description":"Intelligent Communications","publisher":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization","name":"RingCentral","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/","url":"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png","contentUrl":"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png","width":2048,"height":309,"caption":"RingCentral"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/ringcentral","https:\/\/x.com\/ringcentral","https:\/\/www.linkedin.com\/company\/ringcentral\/","https:\/\/www.instagram.com\/ringcentral"]},{"@type":"Person","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358","name":"RingCentral Team","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g","caption":"RingCentral Team"},"sameAs":["https:\/\/www.ringcentral.com"],"url":"\/us\/en\/blog\/author\/ringcentral-team\/"}]}},"rc_img_url":"\/us\/en\/blog\/wp-content\/uploads\/2021\/07\/AdobeStock_115345075.jpeg","rcblog_by_author":"<a href=\"\/us\/en\/blog\/author\/ringcentral-team\/amp\" data-dl-events-click=\"true\" data-dl-element=\"link\"><span class=\"image\"><img src=\"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g\" alt=\"\" width=\"30\" height=\"30\" layout=\"fixed\"><\/img><\/span><span class=\"by-author-name\">RingCentral Team<\/span><\/a>","rc_author_full_name":"RingCentral Team","rc_author_avatar":"\/us\/en\/blog\/wp-content\/uploads\/2022\/02\/ringcentral-logo-new.png","rc_author_link":"\/us\/en\/blog\/author\/ringcentral-team\/amp","rc_post_categories":"<a href=\"\/us\/en\/blog\/category\/trending\/customer-experience\/amp\">Customer &amp; employee experience<\/a>","amp_link":"\/us\/en\/blog\/live-chat-tips-to-elevate-customer-experience\/amp","excerpt_title":"5 live chat tips to elevate customer experience","_links":{"self":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/48514","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/users\/29"}],"replies":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/comments?post=48514"}],"version-history":[{"count":0,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/48514\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media\/48516"}],"wp:attachment":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media?parent=48514"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/categories?post=48514"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/tags?post=48514"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}