Chat Etiquette for Customer Service: Practical, Measurable Guidance

Core principles and professional tone

Chat etiquette starts with a predictable, professional tone that aligns to your brand persona—concise, courteous, and helpful. Aim for messages that average 1–3 sentences per exchange: long enough to be substantive (20–60 words) but short enough to keep the conversation scannable. Use plain language, active voice, and avoid internal jargon; substitute “order number” for “SOP ref.” and “refund” for “credit reversal” unless the customer uses technical terms first.

Set a documented standard for formality levels: for B2B SaaS, a neutral-professional voice is typical; for DTC retail, a warmer, slightly informal tone is acceptable. Include precise voice rules in your style guide—examples of approved greetings, empathy statements, and closings—and version-control that guide (e.g., v2.1, updated 2024-03-12) so agents have a single source of truth.

Response time targets and availability

Benchmarks are essential. Industry targets for live chat are: initial response 30–120 seconds (proactive chat closer to 15–30 seconds), average handle time (AHT) for chat 7–12 minutes per session, and First Contact Resolution (FCR) target ≥70–80%. Use these figures to set SLAs: for example, “95% of inbound chats answered within 120 seconds; FCR ≥75% monthly.”

Publish availability clearly on your site: include hours (e.g., “Support: Mon–Fri 08:00–20:00 PT; Sat 09:00–15:00 PT”), time zone, holiday closures, and alternative channels (phone: +1-415-555-0123; web: https://www.example.com/support). If you offer 24/7 coverage, document handoff protocols between shifts so customers do not get repetitive greetings that waste time.

Language, clarity, and message structure

Every chat message should have three components: acknowledgement, actionable information, and a clear next step. Example: “Thanks, I see order #123456. I can issue a refund of $42.50 to the original card. It will appear in 5–7 business days. Shall I proceed?” That single-message structure reduces back-and-forth and improves CSAT.

Use timestamps, names, and mirrors: confirm customer-provided facts (“You said order placed 2024-05-12 at 14:30”) and sign-off with agent name and ID (e.g., “—Maya, Agent 472”). For non-native speakers, prefer simple sentence structure, avoid idioms, and offer to switch to an alternative language if supported (list languages and SLA for each).

Do’s and don’ts — concrete behaviors

• Do open with a personalized greeting that includes agent name and an optional expected wait time (e.g., “Hi Alex — Maya here. I’ll be with you in about 60 seconds”).
• Do use canned responses for common items (refund policy, shipping windows) but always personalize: include order-specific data and a unique sentence to avoid robotic tone.
• Don’t overuse emojis or ALL CAPS; reserve emojis for informal brands and keep them to one per message maximum.
• Do verify identity for sensitive actions. For payments or account changes, use at least two verification points (email on file + last 4 digits of card) in accordance with PCI-DSS and your internal risk policy.
• Don’t promise outcomes you can’t measure; instead, give concrete timelines (“I’ll submit the refund now; you’ll see it in 3–5 business days”) and reference ticket numbers (e.g., “Ticket #20240918-779”).
• Do use transfer scripts: quick summary of issue, actions taken, and what the next agent must do. This reduces repeat questions and improves FCR.

Escalation, transfers, and closure

Have a documented escalation path with thresholds (time elapsed, customer emotion, technical blockers). Example: escalate after 12 minutes without resolution, or sooner if the customer requests supervisor review. Include exact contacts and SLAs: “Supervisor on duty 09:00–17:00 PT at ext. 3322; escalation response ≤30 minutes.”

Use a short transfer note in every handoff: include ticket ID, steps attempted, diagnostics, and proposed next steps. Close chats with confirmation of satisfaction and next-step documentation: “Issue resolved per your confirmation at 15:42; a transcript has been emailed to you at [email protected]. Ticket closed #20240918-779.”

Security, privacy, and compliance

Limit collection of sensitive data in chat transcripts. Never request full credit card numbers, social security numbers, or passwords. If payment information is required, use secure payment links or move to a verified voice channel. Retain chat transcripts in encrypted storage and set retention per policy—common ranges: 90–365 days depending on jurisdiction and audit requirements.

Be aware of regulations: PCI-DSS applies to payment info, HIPAA to protected health information (in the US), and GDPR governs EU citizen data (including chat transcripts and IP addresses). Maintain a published privacy statement for chat logs and provide an opt-out for recordings/transcripts; include a contact for data requests ([email protected]) and a mailing address, e.g., 1234 Market St, Suite 400, San Francisco, CA 94103.

Training, measurement, and continuous improvement

Train agents with scenario-based exercises (role-play 30–45 minutes per agent monthly) and scorecards that measure empathy, accuracy, compliance, and speed. Use quality assurance sampling: review 5–10% of chats weekly with a standard rubric and target 85% or higher on core competency by quarter-end.

Track metrics daily and monthly: response SLA adherence, AHT, CSAT (target ≥85%), FCR (target ≥75%), and containment rate (percentage handled by chat vs. escalated to phone/email). Use these KPIs to drive coaching, workforce planning, and decisions about technology investments (bots, CRM integrations). Typical vendor pricing to plan for: chatbot platform subscriptions $30–$1,000+/month; outsourced live-chat agents $10–$45/hour; per-chat handling cost $0.70–$4.50 depending on geography and complexity.

What are the basic rules of chatting?

Basic Chat Etiquette Rules

• Introduce Yourself. The first thing to do is introduce yourself to whomever you are helping.
• Be Friendly. A little friendliness goes a long way.
• Use Good Grammar and Spelling.
• Create a Bank of Responses.
• Keep It Simple.
• Be Empathetic.
• Stay Positive.
• Keep Them Informed.

How to handle chats in customer support examples?

7 live chat scripts for greetings, opening a chat, or welcoming back customers

1. Hi, and thanks for reaching out to [company name]!
2. Hi there!
3. Thanks for trying out [product/service]!
4. Thanks for contacting [company name]!
5. Great to hear from you again, [customer’s name]!
6. Hello!
7. Hi [customer’s name], I’m glad you’re back!

How to be respectful in chat?

Here are a few examples illustrating different aspects of chatting etiquette:

1. Respect for Response Time:
2. Clear and Concise Communication:
3. Mindful Use of Emoticons and GIFs:
4. Understanding Tone:
5. Politeness and Courtesy:
6. Privacy and Confidentiality:
7. Avoiding Overuse of Caps and Exclamation Marks:

What is chat etiquette in customer service?

Key practices include greeting every customer, using their name when possible, responding quickly, showing empathy, avoiding jargon, and making sure the issue is resolved before ending the chat. Keeping a positive tone throughout also helps build trust.

What are the do’s and don’ts of chatting?

There are certain nuances to keep in mind to ensure that your business conversations are appropriate and effective.

• Do: Keep it Professional.
• Don’t: Don’t: Overuse Emojis or GIFs.
• Do: Confirm Receipt of Important Messages.
• Don’t: Ignore Messages.
• Do: Use Chat to Collaborate and Share Ideas.
• Don’t: Multitask.

What are the 4 etiquette to be followed while chatting on the Internet?

(1) Message Should be short and to the point. (2) Always introduce yourself by name if your screen name doesn’t reflect it. (3) Always ask if the other person has time to chat or not. (4) The message which you are sending should be clear and that to the point only.