🌟 Best Practices for Delivering a World-Class Chat Experience

Chat is one of the most effective ways to build and maintain your business on Keen. Many customers choose chat for its privacy, speed, and convenience. With over half of new customers connecting with advisors through chat, offering a smooth and supportive chat experience is essential.

This guide shares best practices to help you feel confident and successful in every chat session. 💬✨

💖 Be Warm, Welcoming, and Attentive

A strong chat experience starts with genuine hospitality.

👋 Greet Customers Immediately

Why: Creates trust and sets a warm tone.
Example greetings:

• "Hi there 😊 Thanks for joining me! I’m tuning in now. Could you share your birthday and the name of your POI?"

• "Welcome! I’m happy to connect with you today. Tell me what’s on your heart."

• "Hi! Before I begin, may I have your DOB and theirs? That helps me tap in more clearly."

🌡️ Check In on Their Mood

Why: Helps you adjust your delivery.

Examples:

• "How are you feeling today?"

• "I’m here for you — is this a heavy situation, or something you’re just seeking clarity on?"

• "I can share the messages directly or gently — which would you prefer?"

🤗 End with a Friendly Invitation

Why: Encourages return visits and reinforces support.

Examples:

• "Thanks for chatting with me today 💛 I’m here anytime you need more clarity."

• "Feel free to reach out again — happy to guide you whenever you need."

• "If any questions come up later, I’m just a message away."

🧩 Keep Messages Clear, Steady, and Easy to Read

⏱️ Acknowledge Quickly

Example acknowledgments:

• "Got your question — tapping in now."

• "One moment, connecting to your energy."

• "Reading your message, and getting impressions. Hold on just a sec!"

🔮 Narrate Your Process

Examples:

• "Shuffling your cards now…" (followed by next message)

• "Looking at the energy between you and him..."

• "Pulling one more card for timing…"

✂️ Break Up Long Messages

Here’s an example of segmented messaging:

Instead of one long block:
"He has feelings but he’s holding back because of past hurt and he’s unsure what direction to take with you, but I see movement after March…"

Try this:
1️⃣ "He does have feelings — that’s clear."
2️⃣ "What’s holding him back is past hurt. He’s cautious."
3️⃣ "I do see forward movement starting around March."

This pacing feels supportive and helps the customer follow your reading.

🎙️ Use Voice-to-Text for Faster Responses

No sample needed — but you can add a quick reminder:

“Using voice-to-text today, so responses might flow quickly!”

📝 Take Notes to Personalize Every Experience

Examples of helpful notes:

• "POI: Mark — works nights, tends to pull away under stress."

• "Issue: timing concerns — long-distance relationship."

• "Customer prefers gentle wording."

• "Last reading: advised waiting 2 weeks before reaching out."

Example follow-up Mail based on notes:

"Hi! Just checking in like we talked about — this seems like the week energy starts shifting for you. If you want to look at next steps together, I’m here 💛"

✅ Quick Checklist

✔️ Greet customers warmly at the start
✔️ Ask how they’re feeling to guide your tone
✔️ Send shorter, steady messages to keep engagement high
✔️ Narrate your reading process
✔️ Use voice-to-text if needed
✔️ Take notes for personalized follow-ups