Your Chat agents should understand that accepting chat requests quickly is mandatory. Customers shouldn’t have to wait for someone to answer their chat request. Once a customer initiates a chat session, the system should be set up to accept chat requests automatically and inform the customer that a chat agent will be with them soon.
Make online chat more effective by providing customers with a transcript. By doing this, customers can gather useful information they may want to keep in their records.
Have your Chat professional to go even further by offering to email the customer a transcript at the end of the chat session.