Customers expect a quick response when contacting chat support. This entails careful management of customers’ expectations. To make customers happy, all agents must be proactive, responsible, provide timely responses, and be fully engaged with visitors. A company can exceed customers’ expectations and make them like the business by applying certain tactics. This is where live chat support comes in.

Avoiding common errors

The most important aspect of any chat support strategy is avoiding common blunders. To begin with, requesting too much information before the chat can annoy the visitor. Next, the installation of new software when a client already needs technical assistance can waste his time. These are the flaws that may put off potential customers.

Therefore, the best way to alleviate this is to interact with customers without collecting any data. From a customer’s POV, this will be a positive step. If any additional information is needed, ask for it at the end of the conversation. Lastly, referring to a browser-based platform will save the customer from bad user experience and frustration.

In using a browser-based platform, there are also big challenges. Here are the top 3 challenges and how you can avoid them.

Avoid using too much AI

Excessive use of support automation can have an impact on live chat support. It’s sometimes impossible for automated devices to provide a sufficient answer to a deeper issue. It can’t be a substitute for a live chat agent.

To avoid this situation, collect all of the queries that can be easily answered by a robot. All complex issues should be delegated to experienced chat agents. As a result, they can handle the issue appropriately and avoid tarnishing the company name.

Furthermore, it will save the clients time who are irritated by integrated systems. An example of this is requiring them to select from a list of options. Meanwhile, chat agents can appease such irate customers by responding quickly.

Chat agents can come to the rescue

The quality of chat agents is far more important than their quantity.

Consider this: a client needs help but a dialog box indicates that agents are unavailable. This will result in the loss of customers as well as negative feedback for the company. When you invest in your business, you can solve this problem. When your team is fully trained in dealing with customers, they can easily save the day. This includes having the knowledge of maximizing tools and multitasking.

Consistently providing chat support services around the clock (avoid missing peak chat times)

Neglecting peak hours in chat support can lead to customer dissatisfaction. If you’re unable to provide a 24/7 service, then consider hiring an organization. They can gather data from previous years, analyze rush hours, and choose the chat agents’ time. The majority of buyers’ locations, as well as national events and holidays, should all be taken into account. This strategy enables you to provide customer support in any circumstance.

The advantage of using a live chat support platform

Chat support provides real-time solutions with no delays. As opposed to phone and email support, it’s more customer-friendly. Using live chat support is inexpensive and easy to install.

It’s a basic requirement for any company that wants to provide the best customer experience. The use of integrated chat reduces the response time to common queries. Using various chat support methods, it’s very simple to manage multiple chats.

If you want to add a live chat platform to your website, then you can send us a message at support@rumbletalk.com for a free demo. You may also sign up for a free account and experience the features firsthand.

Visit our social media pages to get a glimpse of the platform in action. Check out our Facebook, Instagram, and Twitter accounts for more information.

Changing your chat design is easy when you know how to. In this article, we’ll be showing you how you can customize the look and feel of your chat room using the RumbleTalk admin panel.

Why the need for customization?

Since the chat room is a different entity from your website, then for it to be coherent, it’s better to align your chat design with the overall look of your site. There’s a disconnect when the website and chat plugin are not in line. Therefore, with RumbleTalk’s customization features, you can easily customize your chat design anytime you want.

Chat designs to play with

Skins

In your RumbleTalk admin panel, you will see the Design tab. In this tab, there are two options: Visual Design and Skins.

As a beginner, you can choose Skins. The Skins tab features a collection of templated skins (themes) you can use for your chat room. Various chat designs are included, from colorful to simple. Hover over the skin you want and click on it to apply it to your chat room.

Visual Design

The Visual Design tab is for more advanced customization. You will see that there are 6 subtabs that you can customize.

• General
• Users List
• Chat Area
• Text Box
• Dialog Box
• Messages

Each one of these corresponds to an element in the chat room. You can change the background image and color, text color, font size and style, etc. In this example, let’s change the background color. For this, you would need to upload an image or paste an image URL in the Background Image section under the General subtab.

Another example would be changing the messages’ colors. For this, you would need to select the Messages subtab. Here, you will see several customization options for your message box (how messages appear in the chat room). Let’s try changing the color for each message box. Set a message color in the tab below.

Here’s what it would look like.

This is how basic chat customization works. All you need is to select or upload an image, and then you’re all set. If you’re more into advanced customization, then read on.

Advanced chat design

Under the subtabs in Visual Design, you will see Advanced CSS Design. Here, designs are limitless. You can customize the chat room in any way you want. From bold fonts to no avatars, everything is possible.

When you have a developer with you, they can create their own CSS codes to conform with the chat design that you want. If you don’t have one, you can also copy and paste the codes that you can find on our website. Our blog and knowledge base have CSS codes for various customization options.

Here’s a sample of a chat design that changed the entire theme of the chat room. You can find it here.

You can also paste this code to get the same skin for your chat room. There’s also a mobile version for this code, which you can see in the link above.

#text-cover {
	background-color: #e4e4ef;
}

#list-frame {
	width: 20%;
	background-color: #ececec;
	border: 0;
	border-right: 1px solid #d6d6d6;
}

#list-frame #options {
	display: flex;
	justify-content: space-between;
	padding: 0 15px 0;
	align-items: center;
	background-color: #0b3e9a;
	height: 44px;
}

.list-closed #list-frame #options {
	padding: 0 15px 0 5px;
}

#top-buttons {
	border: 0;
	background-color: #efefef;
	display: flex;
	justify-content: space-between;
	align-items: center;
	padding: 2px 15px;
	height: auto;
	border-bottom: 1px solid #bbb;
	box-shadow: none;
}

#invite-button {
	display: flex;
	align-items: center;
	background: none;
	max-width: initial;
	color: #000;
	padding-left: 0;
	font-weight: 700;
	font-size: 13px;
}

#invite-button:before {
	content: "";
	background: url("https://d1pfint8izqszg.cloudfront.net/web7/images/chatroom-01-add.svg") no-repeat;
	display: inline-block;
	height: 25px;
	width: 25px;
	background-size: contain;
	padding-right: 8px;
}

.user-info-selected {
	background-color: #d0e1ff;
}

input:checked+.slider::before {
	background-color: #0a3e9a;
}

input:checked+.slider {
	background-color: #c0d7ff;
}

#search-button.invite-enabled {
	padding: 26px 9px 0 15px;
}

#list {
	padding: 10px 0 0;
	background-color: #efefef;
}

#list>div {
	padding: 6px;
}

#list>div:hover {
	background-color: #dedede;
}

#list .user-container {
	background: none;
}

.user-container {
	padding: 0 10px;
	display: flex;
	align-items: center;
	-webkit-transition: all ease-in-out .3s;
	-moz-transition: all ease-in-out .3s;
	-o-transition: all ease-in-out .3s;
	transition: all ease-in-out .3s;
}

.user-info-selected .user-container {
	background-color: #78b50d;
}

.list-closed .user-container {
	padding: 0 10px;
}

.user-name {
	font-weight: normal;
	color: #334a08;
	font-size: 13px;
	text-transform: capitalize;
	margin-left: 5px;
}

button#search-button {
	content: "";
	background: url("https://d1pfint8izqszg.cloudfront.net/web7/images/chatroom-01-search.svg") no-repeat;
	margin-top: 6px;
}

#chat-extra>img#smiley, #user-info .private-chat-smiley {
	background-image: url("https://d1pfint8izqszg.cloudfront.net/web7/images/chatroom-01-emoji.svg") !important;
}

#chat-extra>img#upload, #user-info .private-chat-upload {
	background-image: url("https://d1pfint8izqszg.cloudfront.net/web7/images/chatroom-01-attachment.svg") !important;
}

#list-handle {
	padding: 0 !important;
	position: absolute;
	right: 48px;
}

.list-closed #list-handle {
	position: initial;
}

#list-handle::after {
	content: "";
	background: url("https://d1pfint8izqszg.cloudfront.net/web7/images/chatroom-01-arrow.svg") no-repeat;
	width: 16px;
	height: 16px;
	background-size: contain;
	display: inline-block;
}

.list-closed #list {
	padding-top: 15px;
}

.list-closed #list-handle::after {
	content: "";
	height: 22px;
	margin-left: 2px;
	background: url("https://d1pfint8izqszg.cloudfront.net/web7/images/chatroom-01-arrow-close.svg") no-repeat !important;
}

#info {
	margin: 0;
	padding-top: 11px !important;
	background-color: #efefef;
	color: #000;
	border: 0;
}

.list-closed #info {
	left: 50px;
}

.list-closed #info, .list-closed #list-frame #options {
	background-color: #ececec;
	border-top: 1px solid #dedede;
	color: #333;
}

.list-closed #list-frame #options {
	height: 34px;
}

#listeners {
	margin-left: 10px;
}

#listeners + span {
	margin-right: 28px;
}

#listeners + span:last-child {
	margin-right: 0;
}

.list-closed #listeners + span:last-child {
	margin-right: 10px;
}

#options a {
	width: 16px !important;
	height: 16px !important;
	background-size: cover !important;
}

#options #pause {
	background: url("https://rumbletalk-images-upload.s3.amazonaws.com/ce97371ee563e4d2078ab5d924788df4/1588945916-pin-icon.svg") no-repeat center center;
	background-position: center !important;
}

#pause.paused {
	background: url("https://rumbletalk-images-upload.s3.amazonaws.com/ce97371ee563e4d2078ab5d924788df4/1589204097-pin-icon-pause.svg") no-repeat center center !important;
}

#options #settings {
	background: url("https://rumbletalk-images-upload.s3.amazonaws.com/ce97371ee563e4d2078ab5d924788df4/1588949251-settings-icon.svg") no-repeat center center;
	background-position: center !important;
}

#options #logout {
	background: url("https://rumbletalk-images-upload.s3.amazonaws.com/ce97371ee563e4d2078ab5d924788df4/1588945971-logout-icon.svg");
}

.list-closed #options {
	width: 130px;
}

.list-closed #options #pause {
	background: url("https://rumbletalk-images-upload.s3.amazonaws.com/ce97371ee563e4d2078ab5d924788df4/1589205041-pin-icon-dark.svg") no-repeat center center;
	background-position: center !important;
}

.list-closed #pause.paused {
	background: url("https://rumbletalk-images-upload.s3.amazonaws.com/ce97371ee563e4d2078ab5d924788df4/1589205015-pin-icon-pause-dark.svg") no-repeat center center !important;
}

.list-closed #options #settings {
	background: url("https://rumbletalk-images-upload.s3.amazonaws.com/ce97371ee563e4d2078ab5d924788df4/1589205005-settings-icon-dark.svg") no-repeat center center;
	background-position: center !important;
}

.list-closed #options #logout {
	background: url("https://rumbletalk-images-upload.s3.amazonaws.com/ce97371ee563e4d2078ab5d924788df4/1589205025-logout-icon-dark.svg");
}

#chat-frame {
	width: 80%;
	background-image: url("https://d1pfint8izqszg.cloudfront.net/web7/images/chatroom-01-bg.jpg");
	background-size: cover;
	margin: 0;
}

.list-closed #chat-frame {
	padding-left: 49px;
}

.user-image {
	margin-right: 0;
	width: 30px;
	height: 30px;
	border: 0;
	box-shadow: none;
	background-color: transparent;
}

.list-closed .user-image {
	width: 30px;
	height: 30px;
}

.user-info-image {
	max-height: 45px;
	max-width: 45px;
	border: 0;
}

.guest-default-image {
	background: url("https://d1pfint8izqszg.cloudfront.net/web7/images/chatroom-01-avatar.svg");
}

.plus-minus .buttons button {
	border: 1px solid #c0d7ff;
}

.plus-minus .buttons button:hover {
	background-color: #c0d7ff;
}

#calling-box-options button, #calling-box-answer-buttons button, button.private-export, #login-rumbletalk, .login-button {
	background-color: #0a3e9a;
}

#calling-box-options button:hover, #calling-box-answer-buttons button:hover, button.private-export:hover, #login-rumbletalk:hover, .login-button:hover {
	background-color: #0a3279;
}

.field, .field:focus {
	border-color: #0a3e9a;
}

#info {
	padding-top: 8px;
}

#info span {
	font-size: 11px;
}

#user-info {
	box-shadow: none;
}

#user-info, .dialog {
	border: 1px solid #ededed;
}

#user-info .private-chat-round-button {
	background: transparent;
	background-size: contain;
}

#user-info .private-chat-answer-audio {
	background-image: url("https://d1pfint8izqszg.cloudfront.net/web7/images/chatroom-01-call.svg") !important;
}

#user-info .private-chat-answer-video {
	background-image: url("https://d1pfint8izqszg.cloudfront.net/web7/images/chatroom-01-video.svg") !important;
}

#user-info .private-chat-settings {
	background-image: url("https://d1pfint8izqszg.cloudfront.net/web7/images/chatroom-01-settings.svg") !important;
}

.main-message-container, .system-message-text {
	margin-bottom: 25px;
}

.message-user-image {
	margin-right: 18px;
	height: 40px;
	width: 40px;
	background-color: transparent;
	border: 0;
}

.message-user-name {
	font-weight: 600;
	color: #0a3e9a !important;
	text-transform: capitalize;
	font-size: 15px;
}

.message-bubble {
	border: 0;
	background-color: #fff !important;
	padding: 20px;
	box-shadow: 0 1px 5px rgba(0, 0, 0, .1);
	border-radius: 5px;
}

.message-text.first{
	line-height: 23px;
	color: #2d2d2d;
	display: block;
    margin-top: 10px;
}

.message-date {
	font-size: 11px;
	position: absolute;
	right: 20px;
	top: 8px;
	color: #b3b2b2;
}

#text-cover {
	background-color: #e4e4ef;
}

#text-input {
	background: #888;
	padding: 10px 15px 0;
}

#text-input[contenteditable="false"] {
	border-bottom: 1px solid #d6d6d6;
}

.list-opened #text-cover::after {
	border: 0;
}

.list-closed .text-placeholder {
	color: #824600;
}

.logged-in .text-placeholder {
	color: #fff;
	top: 10px;
}

#chat-extra > img {
	width: 0;
	height: 0;
	padding: 11px;
	background-repeat: no-repeat;
	background-size: contain;
}

#chat-extra > img#smiley, #user-info .private-chat-smiley {
	background-image: url("https://rumbletalk-images-upload.s3.amazonaws.com/ce97371ee563e4d2078ab5d924788df4/1589206237-smilie.svg");
	background-size: contain;
}

#chat-extra > img#upload, #user-info .private-chat-upload {
	background-image: url("https://rumbletalk-images-upload.s3.amazonaws.com/ce97371ee563e4d2078ab5d924788df4/1589206215-attach.svg");
	background-size: contain;
}

#chat .message-user-image:hover {
	box-shadow: none;
}

.list-closed #chat-extra > img#smiley {
	background-image: url("https://rumbletalk-images-upload.s3.amazonaws.com/ce97371ee563e4d2078ab5d924788df4/1589206411-smilie-white.svg");
}

.list-closed #chat-extra > img#upload {
	background-image: url("https://rumbletalk-images-upload.s3.amazonaws.com/ce97371ee563e4d2078ab5d924788df4/1589206378-attach-white.svg");
}

.dialog {
	box-shadow: 0 0 20px rgba(0, 0, 0, .25);
	border: 0;
}

.upload-dialog-box > button > img {
	background-size: contain !important;
	background-repeat: no-repeat !important;
	padding: 35px;
	margin-bottom: 10px;
	width: 0;
}

.upload-dialog-box > button:nth-child(1) > img {
	background: url("https://rumbletalk-images-upload.s3.amazonaws.com/67de61a5b9cdf1b0ca5b17b306a3b350/1589900970-upload.svg");
}

.upload-dialog-box > button:nth-child(2) > img {
	background: url("https://rumbletalk-images-upload.s3.amazonaws.com/67de61a5b9cdf1b0ca5b17b306a3b350/1589900978-take-photo.svg");
}

.upload-dialog-box > button:nth-child(3) > img {
	background: url("https://rumbletalk-images-upload.s3.amazonaws.com/67de61a5b9cdf1b0ca5b17b306a3b350/1589900987-record-audio.svg");
}

.upload-dialog-box > button:nth-child(4) > img {
	background: url("https://rumbletalk-images-upload.s3.amazonaws.com/67de61a5b9cdf1b0ca5b17b306a3b350/1589900995-record-video.svg");
}

.upload-dialog-box span {
	color: #222;
	font-size: 13px;
}

#info span {
	font-size: 11px;
	text-shadow: none;
}

@media screen and (max-width: 1040px) {
	#invite-button {
		font-size: 12px;
	}
	
	#search-button.invite-enabled {
		position: absolute;
		right: 5px;
		top: 55px;
	}
	
	#list-handle {
		right: 5px;
	}
}

A straightforward method to change your chat design

When you want to change the look and feel of your chat room, you can do so even without the help of a developer. RumbleTalk is a user-friendly platform that you can use to customize your chat room. There are skins and CSS codes that you can utilize from the get-go.

If you want an easily customizable chat platform for your website, then check out RumbleTalk. Contact support@rumbletalk.com to get a free demo.

You can also check out the social media pages to discover more features you might want to use for your website: Facebook, Instagram, Twitter.

Group chat rooms and live chat have long been regarded as excellent channels for providing proactive customer service and user experience. Offering immediate assistance to visitors while they browse your website can mean the difference between customer rapport and loyalty. Because of its time-saving benefits and personalized nature, having a live group chat is an essential component of any brand’s strategy.

Here, we share with you strategies for optimizing a group chat room for the best user experience.

Send invitations right away

Send chat invitations as soon as possible to provide the best possible user experience. After an audience or visitor has been browsing the website for a while, an invite to the chat room should be sent. He won’t waste any time looking for answers himself. Furthermore, if he requires assistance during a virtual event or a purchase, a live chat agent or a chat member can with decision-making. Use analytical tools to identify the most popular pages on your brand’s website that could benefit from live chat.

Moderators should be trained to master the platform

Live chat necessitates a number of specialized skills. Admins in the chat room must maintain a conversational tone while providing only relevant information. As a result, training is essential. Moderators must be able to maintain a friendly tone and handle delicate situations in which the audience may be upset or frustrated.

Furthermore, admins must learn to simplify technical terms so that the audience can easily follow. A feature that moderators can use is the Admin Mode. This lets admins to put out an announcement when the chat is ongoing.

Maintain the discussion’s relevance

Chat conversations should be brief and to the point. The moderator should ask the audience to explain what they want to know after making an introduction. After that, the moderator should then offer solutions that directly address the audience’s issue.

If the chat room is for a live stream and is used for Q&A, the moderator must choose relevant questions for the speaker. While a conversational tone is always helpful in putting the audience at ease, spam and trolls are a waste of time. Moderators should learn how to handle this.

Check out the Moderated Chat and how it can help in this scenario.

When the chat is offline, notify your audience

It is sometimes necessary to place the chat offline. If a chat owner or speaker requires additional assistance or time to be ready, he should let his audience know. A successful chat relies on a natural flow of conversation, so the audience should never be left in the dark about what’s happening in the chat room. Leave an offline message to let your audience know when the chat room will be back.

Give your audience the best user experience

Chat, like messaging, is an excellent channel for delivering rich content to your audience. Moderators, for example, may send links to manuals or brochures when an audience wants to know more about the event. They may also incorporate videos or photos to provide additional information about products and services. Tracking information can also be provided as links. Maps can be included to direct customers to the nearest store if needed.

While the approach makes it easier to engage customers, few channels have the potential to deliver both great service and increased sales like live chat. Live chat is ideal for providing timely and detailed solutions and assisting the audience. Otherwise, they might abandon a boring and lifeless chat.

To deliver the very best in user experience, learn about RumbleTalk and the 6 different chat types you can use in various scenarios. Contact support@rumbletalk.com to get a free demo. You may also visit the Facebook, Twitter, and Instagram pages to learn more about the platform.