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Customer Service Best Practices You Need to Know for Exceptional Experiences

Natalia Misiukiewicz

20 min read

Mar 6, 2025

What do you do when a three-year-old tells you your tiger bread is mislabeled? If you’re Sainsbury’s, you listen — and then you actually change the name. Instead of dismissing Lily Robinson’s adorable observation, their customer service team leaned into it, shared a laugh, and made the switch to giraffe bread. A tiny moment of engagement turned into a viral story that people still talk about today.

Stories like this capture our attention because they remind us that the best businesses don’t just claim to put customers first. They prove it by interacting, listening, and going the extra mile. As Benjamin Franklin put it, “Well done is better than well said.”

Here's a look at the eight best customer service best practices that are helping companies turn day-to-day interactions into long-term loyalty.

And who knows? Maybe your next big customer service win starts with a small but meaningful change.

1. Using data to personalize

Conducting customer surveys is one thing, but using it effectively makes a difference.

Businesses leveraging real-time data to personalize interactions and improve service offerings create better customer experiences and stronger relationships. In fact, research by Epsilon shows that 80% of consumers are more likely to purchase from brands that offer personalized experiences.

The key is knowing what data to collect and how to apply it meaningfully.

Check out some of our customer service tips in the video below.

Build detailed customer profiles

Every customer conversation, whether a chat, email, or call, holds valuable information. But if customer support teams treat each request like a one-off, they’re missing the bigger picture. A good CRM pulls everything together, from past purchases to previous chats, so agents always have the full story.

To make this work, every interaction should update the customer’s profile. Train your team to note key details, like product preferences or recurring issues, so future conversations feel personal.

No one likes repeating themselves. When a customer reaches out, they expect you to remember them — having the right info at your fingertips makes that easy.

Use AI to personalize responses

AI makes delivering fast, personalized service easier by analyzing massive amounts of customer data in seconds. Smart chatbots can suggest responses, predict what customers need, and even walk them through troubleshooting — without waiting for a human agent.

However, the key to using AI effectively is balance. Let it handle the repetitive tasks, such as answering FAQs or processing simple requests, so your customer service team can focus on more complex issues. Train chatbots using real conversations to keep their responses natural and helpful rather than robotic.

AI-powered sentiment analysis can also be a game changer. It helps detect frustration in messages so teams can prioritize urgent cases before they escalate. When done right, AI doesn’t replace human support but makes it smarter and more efficient.

Improve service with real-time data

Tracking real-time customer interactions helps you identify and address issues before they escalate. When multiple customers report the same issue, it’s a sign that a larger problem needs attention. Instead of handling each case separately, you should use real-time data to detect trends and take action proactively.

Implement a system that alerts managers when service requests spike around a particular issue. If a new software update is causing confusion or a shipping delay affects multiple customers, teams can send proactive updates or create knowledge base articles to address concerns before they flood support channels.

Make data accessible on mobile-friendly tools

Service teams aren’t always at a desk. Many employees work remotely or need to access customer information on the go. Mobile-friendly CRM and customer support platforms allow agents to pull up customer data, check service histories, and respond quickly, no matter where they are.

Ensure your service tools are optimized for mobile use, with easy navigation and full access to customer records. Teams that handle on-site visits, such as technicians or sales reps, should be able to update service records in real time, ensuring that no details are lost between interactions.

Additionally, offering mobile-friendly self-service options, such as AI-powered chat or an FAQ portal, can reduce the need for direct support and empower customers to find solutions themselves.

2. Making it easy for customers to reach support

If customers struggle to get in touch with your support team, they won’t just be frustrated, they might leave for a competitor.

Ease of contact is one of the biggest factors in customer satisfaction, and businesses that provide fast, accessible, and seamless support across multiple channels see higher customer retention rates. Studies by HubSpot show that 90% of consumers expect an immediate response when they have a customer service question.

The challenge is ensuring that support is available and efficient, no matter how customers choose to reach out.

Offer omnichannel customer service

Customers want to communicate on their terms, whether that’s through live chat, email, phone, or social media. Businesses offering omnichannel support ensure customers can switch between channels without losing context. A conversation that starts on chat should seamlessly continue over email if needed, with agents having full visibility of previous messages.

To implement this effectively, integrate all communication channels into a multi-channel help desk. This allows customer service representatives to manage requests from a single dashboard, reducing response times and preventing customers from repeating themselves.

Simplify IVR menus and phone support

Many customers still prefer phone support, but complex interactive voice response (IVR) menus can be frustrating. More than 60% of customers abandon calls when they feel stuck in a long or confusing IVR system. Keep your phone menus short, clear, and relevant, offering direct paths to human agents when needed.

Businesses should use ticket routing to connect callers with the right customer service department immediately. If a customer calls about billing, they shouldn’t have to go through multiple steps before reaching the right person. Smart routing ensures that customer requests are handled quickly, reducing wait times and improving satisfaction.

Prioritize live chat for instant support

Live chat is one of the fastest and most preferred ways for customers to reach out, especially for quick questions. Studies show that 73% of consumers find live chat the most satisfying way to interact with a company. Live chat beats email and phone when it comes to speed — customer service representatives can juggle multiple conversations at once, cutting down wait times and keeping things moving.

For businesses that receive high chat volumes, chatbots and AI-powered responses can help manage simple requests while human agents focus on trickier issues. That way, customers always get a quick response, even after hours.

Use a customer service portal for self-service

Not every customer wants to reach out directly. In fact, 67% of customers prefer self-service options over speaking to an agent. A customer service portal with a well-organized knowledge base can help customers find answers on their own, reducing the need for direct support.

Update your FAQs and help docs based on common customer questions to keep them fresh. Adding quick feedback surveys to self-service articles can also show where customers are still getting stuck, helping you improve the experience over time.

Standardize responses with email templates

Email remains a key support channel, but inconsistent or slow responses can frustrate customers. Email templates or canned responses ensure that customers receive fast, professional, and accurate replies. These templates should be personalized and adaptable, so they don’t sound robotic.

Regularly review and update templates based on customer feedback. Support analytics can highlight which responses lead to higher satisfaction and help customer service teams refine messaging over time.

Track support analytics to optimize accessibility

Measuring how easy it is for customers to reach support is just as important t as offering multiple contact options. Support analytics can track key metrics like response times, abandonment rates, and customer satisfaction scores across different channels. Be sure to select the ones that are appropriate for your customer service operations.

If one channel consistently underperforms, such as long email response times or frequent dropped calls, it’s a sign that processes need improvement. Regularly reviewing customer service data helps businesses stay ahead and makes it easier to optimize staffing for peak hours.

It also helps refine workflows so teams can handle requests more efficiently without unnecessary steps. And most importantly, it helps eliminate friction, making the support experience frustration-free for customers.

3. Turning customer feedback into customer loyalty

Every rating, complaint, and suggestion gives businesses a chance to refine their approach, fix weak spots, and build stronger customer relationships. But collecting feedback isn’t enough.

The real impact comes from actively listening, analyzing the data, and making meaningful changes.

Let's go over customer service best practices in gathering customer feedback and acting on it.

4. Empowering employees to deliver excellent customer service

Great customer service is built on well-defined customer service best practices — such as active listening, showing empathy, communicating clearly, and taking full ownership of each customer’s needs. When paired with confident, well-equipped employees with the knowledge and freedom to solve problems on their own, interactions become more personal, solutions come faster, and service quality skyrockets.

You can consistently prioritize helpful customer service at every touchpoint to ensure a positive customer service experience.

So, how do you make sure your team isn’t just following instructions but actually owning the customer experience? Here’s how:

Give employees the power to make decisions

Nobody wants to wait for an issue to be escalated just because an agent doesn’t have the authority to make a simple call. Customers appreciate fast, straightforward solutions, and employees feel more confident when they’re trusted to make decisions.

To make this work, follow these customer service tips:

• Define "freedom within limits." Set guidelines on what agents can approve without needing manager approval. For example, allow them to offer up to a 20% refund, upgrade a customer’s plan for a month, or waive small fees for loyal customers.
• Train for judgment, not just rules. Instead of rigid policies, teach employees to evaluate situations case by case. If a loyal customer has a small issue, an agent should feel comfortable making it right without going through red tape.
• Give real-life examples. Share past cases where customer service representatives solved problems creatively and reward initiative when employees go above and beyond.

When employees don’t have to double-check every decision, response times drop, customer frustration decreases, and service feels a lot more human.

Make training about problem-solving, not memorization

A well-trained team isn’t just one that knows the company policies. It’s one that can think on its feet. Customers don’t always describe problems the same way, and unexpected situations happen all the time.

Here’s how to build training for customer service skills that works:

• Use hands-on simulation activities. Instead of boring PowerPoints, put employees in real-world customer service scenarios. Ask them, “What would you do if…?” and have them work through tricky situations in a risk-free setting.
• Teach active listening skills. Customers don’t just want solutions; they want to feel heard. Training should include picking up on frustration, asking clarifying questions, and reassuring customers before jumping to a fix.
• Make product knowledge part of the culture. New updates? Feature changes? Make sure employees stay in the loop. A well-informed agent can solve problems faster and upsell without sounding pushy.

Good training builds confidence so employees can think critically and handle unexpected situations with ease.

Turn feedback into learning, not punishment

Nobody likes being told they messed up, especially when they’re trying their best. Instead of pointing fingers, turn mistakes into coaching moments that help employees improve without feeling discouraged.

• Ditch the “you should have” approach. Instead of criticizing past mistakes, walk employees through better alternatives: “Next time, try asking this question to understand the issue faster.”
• Use real customer interactions. Play back chats, emails, or calls and talk through what went well and what could be improved. Employees who see real examples are more likely to remember the lesson.
• Encourage peer feedback. Set up mentoring programs where experienced team members coach new employees. Learning from someone who’s “been there” is way more engaging than just listening to a manager.

When feedback is constructive and focused on growth, employees feel supported instead of micromanaged.

5. Managing customer expectations

Customers want fast responses and hassle-free resolutions — but not every business can deliver exactly what a customer wants every time. The key to exceptional customer service isn’t about overpromising and underdelivering, but about setting clear, realistic expectations and then, whenever possible, finding opportunities to exceed them.

Here’s how businesses can manage expectations effectively while still creating "wow" moments that leave customers feeling valued.

Be transparent about what’s possible

One of the biggest mistakes businesses make is overpromising to keep a customer happy in the moment, only to disappoint them later. Customers would rather know upfront what to expect than feel strung along. Honest communication prevents frustration and builds long-term trust.

• Set accurate delivery timelines. If a product ships in five days, don’t say it will arrive in three just to sound fast. If there’s a possible delay, let the customer know immediately instead of waiting for them to ask.
• Outline service policies upfront. If you don’t offer home delivery, or if certain services take longer, make that clear from the beginning. Customers are more forgiving when they understand the process.
• Don’t say “yes” just to avoid conflict. If a request isn’t possible, explain why and offer an alternative instead of making an empty promise.

When businesses own their limitations, customers appreciate the honesty and are less likely to get frustrated.

Set expectations before problems arise

A huge part of customer frustration comes from mismatched expectations. A business might think it’s doing a great job, but if a customer expected something different, they’ll still walk away disappointed. The solution? Be proactive.

• Automate updates and reminders. Customers shouldn’t have to chase businesses for updates on orders, appointments, or resolutions. Sending automated texts or emails about progress, estimated completion times, and next steps keeps them informed.
• Explain your customer service procedures. If support requests take 24 hours to process, make sure that’s clear in confirmation emails or chat replies. A simple “We typically respond within one business day” sets the right expectation.
• Use FAQs and knowledge bases to address common concerns. Customers should be able to find answers on their own instead of feeling like they have to reach out for basic information.

When you set clear expectations from the start, you head off complaints and cut down on frustration.

Underpromise, then overdeliver

One of the easiest ways to create “wow” moments is to set reasonable expectations and then exceed them. Customers love to feel like they got more than they expected.

• Quote a slightly longer resolution time, then deliver faster. If you think a refund will process in five days, tell the customer seven — so when it arrives early, they’re pleasantly surprised.
• Go beyond the basic fix. If a customer has an issue with a late order, don’t just refund the shipping — offer a discount on their next purchase. Small gestures create a lasting impression.
• Surprise customers with unexpected service. If a regular customer makes a reasonable, unusual request, like asking for a last-minute home delivery when you don’t normally offer, consider making an exception. These little moments turn casual buyers into loyal advocates.

When you consistently go above and beyond, even in small ways, you create memorable moments that keep customers coming back.

Handle unusual requests with care

Customers sometimes ask for things outside your normal service scope, and how you handle these moments can make a big impact. Saying “no” outright can be disappointing, but finding a creative alternative can turn the experience around. Why not try some of the following customer service tips?

• Acknowledge the request and explain your limitations. Even if you can’t fulfill the exact request, showing that you understand and care makes a difference.
• Offer an alternative solution. Consider a workaround if a customer wants something you can’t provide. If they ask for home delivery when it’s not an option, can you recommend a partner service or suggest an express shipping alternative?
• Empower employees to make judgment calls. Sometimes, a little bending of the rules can turn a standard interaction into a "wow" moment. Consider saying yes if it won’t hurt the business but will create a memorable customer experience.

Customers who know you’ve listened and value their feedback are more likely to appreciate your effort — even if you can’t fulfill their exact request.

6. Solving problems before they happen

Customer service best practices focus on preventing problems. Businesses that anticipate customer needs and remove obstacles before frustration builds and create stronger relationships. In fact, according to Harvard Business Review, 81% of customers try to resolve issues on their own before reaching out, which means companies that proactively offer solutions can reduce complaints and improve satisfaction.

A proactive approach starts with understanding common pain points. Customers shouldn’t have to tell a company what’s broken — you should already be tracking patterns and making improvements. If a particular issue keeps surfacing in support tickets, that’s a clear sign something needs fixing. Analyze customer feedback, track service trends, and identify roadblocks in the customer journey to resolve issues in advance.

Communication also plays a huge role in proactive service. Customers should never be left guessing about an order status or a policy change. If a shipment is delayed, businesses should notify the customer before they have to ask. If a new feature is launched, customers should know how to use it before they experience confusion.

Transparent, timely updates prevent frustration and reduce the number of unnecessary support requests. The best businesses don’t wait for customers to reach out but take the initiative.

7. Building trust through consistency

Customers notice when service feels inconsistent, which can shake their confidence in your business. When they know they’ll always get the same level of support, trust builds, leading to customer loyalty.

The challenge? Customer support happens across multiple channels — live chat, email, phone, social media — and things can feel disjointed if responses aren’t aligned.

Here’s how to keep your service consistent and reliable every time.

Set clear service standards

Without a clear definition of great customer service, every agent may handle interactions differently, leading to an inconsistent experience. Set guidelines for response times, tone, and problem resolution. This helps create a uniform experience, no matter who the customer interacts with.

LiveChat makes this easier with canned responses — pre-written answers that agents can quickly personalize. Instead of repeating the same messages, agents can focus on fine-tuning responses to match the customer’s tone while keeping messaging consistent.

You can create customized response templates for each customer segment, ensuring VIPs receive a more personal touch without sacrificing efficiency.

Route customers to the right agents

Customers get frustrated when they have to explain their issue multiple times or get bounced around between departments. The key to a smooth experience is making sure they reach the right agent from the start.

With LiveChat’s agent groups, you can automatically route chats to specific teams based on issue type, language, or expertise. For example, technical queries can go straight to IT support, while billing questions reach the finance team.

This approach improves first-contact resolution, cuts wait times, and boosts customer satisfaction.

Keep an eye on response times

Slow responses can make even the best customer support teams look unprofessional. Customers expect quick replies, and if they’re left waiting too long, they might turn to a competitor instead.

LiveChat’s real-time analytics give businesses full visibility into agent results, including response times, chat durations, and customer service performance. This allows managers to track efficiency and make data-driven decisions to optimize team productivity.

In addition, features such as chat tags help categorize and prioritize urgent requests so that the high-priority issues are resolved as quickly as possible.

Use a unified platform

One of the biggest causes of inconsistency is juggling multiple tools. If agents switch between different platforms for chat, email, and CRM, information can get lost, and responses may lack context.

LiveChat easily integrates with CRMs, help desks, and ecommerce platforms. Agents can see customer history, previous interactions, and purchase details all in one place. As a result, customers never have to repeat themselves, and every agent has the context they need to deliver a personalized experience.

Consistency is what makes customers feel confident in a brand. When service is predictable and efficient, it keeps people coming back.

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8. Personalizing customer experience

Customers want businesses to actually know them, remember them, and make interactions feel effortless. According to customer service best practices, personalization is crucial in achieving this goal, as customers are more likely to buy from brands that offer personalized experiences. The companies that get it right aren’t just pushing products but also relationships.

Take a local coffee shop that remembers your usual order. The barista doesn’t just ask, “What can I get you?” — they say, “The usual latte with oat milk?” That little detail makes all the difference. Now imagine applying that same level of personalization to every customer interaction, whether it's online or in person.

Know your customers by using CRM tools

If a customer reaches out with a problem, they don’t want to explain their history every time they talk to support. A good CRM tool keeps track of past purchases and customer preferences so the next time they contact you, your team already knows their story.

Instead of, “Can you give me your order number?”, a personalized approach sounds more like: “Hey Sarah, I see you ordered a new headset last week. Are you having trouble setting it up?” This doesn’t just save time — it makes customers feel like they matter.

Segment customers for more relevant interactions

People don’t want generic emails or irrelevant offers. Customer segmentation means grouping customers based on things like buying habits, interests, or loyalty status. This way, a first-time customer gets a helpful onboarding email, while a longtime VIP gets an exclusive discount — instead of everyone getting the same generic message.

If you own an online clothing store, instead of blasting all customers with a “New Collection” email, you could send:

• To sportswear shoppers: "Our latest running shoes just dropped — ready to upgrade your next run?"
• To formal wear buyers: "New suits just arrived — tailored to impress!"

It’s simple but makes a massive difference in engagement.

Train employees to focus on relationships, not just transactions

Customer service agents aren't just there to close tickets. They're there to build relationships. Managing relationships means active listening and small gestures that make a difference.

A friend once had a flight canceled, and the airline agent could have just rebooked the ticket. Instead, she noticed he was flying for a big job interview and upgraded his seat to make sure he had a comfortable trip. That tiny moment turned a stressful situation into brand loyalty for life.

Encourage employees to go beyond the script. Teach them to notice small details and personalize responses instead of treating every customer similarly.

Customer service best practices made easy

In a world where customers have endless choices, you need to provide excellent customer service to stand out. A fast response or a helpful answer can mean the difference between a one-time buyer and a lifelong fan.

With the right tools, it’s even easier. LiveChat helps businesses respond instantly, connect customers with the right agents, and keep conversations smooth across all channels — so no one gets stuck waiting or repeating themselves.

Ultimately, it’s about consistency. Deliver reliable, helpful service each time, and you’ll create the kind of experience customers love and remember.