Workflow Templates: Live Chat Checklist

Ensure chat software is properly installed and configured

Test chat functionality across different devices and browsers

Set up automated greetings and initial responses

Create a list of FAQs and canned responses

Train customer support staff on using live chat tools

Respond to customer inquiries promptly

Use personalized greetings and address customers by name

Ask clarifying questions to understand customer needs

Provide accurate and helpful information

Escalate issues to higher-level support if necessary

Send a transcript of the chat to the customer if requested

Follow up on any unresolved issues via email or phone

Request feedback on the chat experience

Analyze chat logs to identify common issues and trends

Update FAQs and canned responses based on chat interactions

Track response times and chat duration metrics

Monitor customer satisfaction ratings and feedback

Review chat logs for quality assurance

Set performance goals for customer support staff

Identify areas for improvement and provide additional training

Regularly update chat software to the latest version

Conduct routine checks for software bugs and issues

Ensure data security and compliance with privacy regulations

Backup chat logs and customer data periodically

Evaluate and upgrade hardware if necessary

Live Chat Checklist