💜  Respond quickly to the customer's first message!
The visitor wants to know that there is actually someone there, ready to help him or her. Whether the visitor writes a short "Hello" or a long question as his or her first message, you as an agent should start with a quick "Hello" back, and then answer the question asked – the customer sees that you write an answer thanks to the three dots.

💜  Do you not have the answer to the customer's question?
If the visitor asks a question that you can't answer, explain to the customer that you will be back in a moment and that you will help him or her as soon as possible. Then you give the visitor the right expectations, if an answer should be delayed.

You can also transfer the chat to a colleague with the Transfer chat function, or ask the visitor for contact details and get back to the customer via mail.

💜  Meet the customer at the customer's level!
Does the customer use a more everyday language or a more formal way of writing? Does it seem to be a person who uses many emojis and smileys, or none? 😍 🙅🏼‍♀️  Try meeting the customer at the customer's level and answer in a way that he or she will understand.

Does your company have a policy regarding tonality and customer service? If you feel insecure, ask a person in charge on how to formulate your answers.

💜  Be clear, nice and helpful!
This may sound obvious, but you might not always have the patience when a customer is less accommodating than one could wish for. Remember that the customer should leave your website with a smile and a feeling of you offering the best service ever. How would you like to be treated in a chat if you were unhappy with something?

💜  "Do you have any other questions?"
When the visitor has received answers to his or her questions, it's good to ask if he or she has any other questions. Either the customer is happy, or he or she writes that there is actually one more thing.

💜  End the chat correctly
Have you made sure that the customer is happy with your help? Great! Don't forget to welcome the visitor back for another chat and to wish him or her a good day, a happy Easter or a nice weekend.

If the visitor seems to have disappeared and is very quiet, you can always ask the visitor if he or she is still there. If the visitor doesn't answer to your question, say that you are unsure about him or her still being there and that he or she is welcome to contact you again with further questions. Then shut down the chat to give a new visitor the chance to chat with you.