That is abit concerning. Your allowed to ask questions when theres money involved.

I too don't think there is any problem to ask Is there anything ...today? Many clients just want to do chit-chat, but you can't do due to having other stuff to do.

However, try to give all those question which are important to increase your business.

Usually, you can just send some hints but try not to be rude about it.

IE: "Is there anything I can help you with today sir? ".

For some reason, I always like to include smilies in my chats all the time.

Livechat is necessary and important when customers needs technical support for very urgent problem,besides,some of the problem can be explained more clearly through livechat.It will be more efficient to solve problem.

Steve-Hostirian is right,I agree with him. Honesty is more important and wise decision sometimes.

I enjoy talking with customers While someone else is waiting and his problem is urgent I usually kindly ask if there is anything else I can help with or I am informing that I will be back after few minutes if he/she doesn't mind, because (reason). Honestly and kind, that's they way I think.

I think Live chat is very useful, but only if we and our customer use it wisely.

It's not bad to chat sometimes with the customer to keep them comfortable, but 15 minutes of chatting when there are people with real problems seems like a little too much.

Politeness is the key to directing them towards their problem or off the line entirely.

If you're busy, politely ask them if they have any additional questions, but if you're not I don't see what's wrong to have a little side chatter. Adds a bit of personal touch.

I worked as a technical support before. This is the way I used.

^_^

Live chat is good for sales, for support it's better to use ticket system. With ticket system you will more focus on the problem. Trying to give support by live chat when the customer don't stop typing is not very easy.

As previously mentioned, getting to know the customer is always a good thing. Also small things like 'how are you today', 'have a great day', and positive words help a lot. Having been with lots of hosts who say 'this has been done' really makes you feel like a number. Polite, professional while casual and helpful is the way to go!

Your site appears to be down?

Obviously, talking more with them enables you to understand their mind more. Actually, when a customer comes to live chat it surely means that he/she needs your product sooner or later, so being in touch and forming a friendship relationship will help greatly.