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Online Chat Software-Spelling Matters in Customer Service
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17 April 2014

Gemma Baker


Online Chat Software-Spelling Matters in Customer Service

Of the 1,000 UK consumers questioned by, 29.09% cited poor spelling or grammar as their top pet peeve. Charles Duncombe, a reputable online entrepreneur, measured the revenue per visitor to website and discovered that turnover was twice as high after correcting a spelling mistake. The point is that spelling matters.

This is especially true with your online chat software presence, where prospective customers rely on text and video to get an impression of your company and the product or service you are selling.

To make matter even more confusing, the language shortcuts borne out of SMS and instant messaging have become the norm in casual digital communication. While there is still room for informality and friendliness in customer service, business and academic correspondence needs to prioritise accuracy.

Spelling “Me”

Small spelling and grammar mistakes are more acceptable from private sellers on E-bay and Amazon, but it can still make companies look unprofessional and actively deter customers. Most importantly, the customer needs to feel valued. Paying attention to spelling and grammar is a good way to achieve this.

There’s nothing worse than sending an incoherent reply to an already aggravated customer. It reflects badly on the employee and company. In a worst case scenario, the moment might be captured, shared on a social media platform and go viral (such as the Obamacare spelling fiasco).

Punctuation is an important part of the spelling and grammar check process because it helps customers to make sense of your product or service – you don’t want your online visitors re-reading sections of your website because they can’t figure out what you are trying to say.

As an online chat software provider we have seen both ends of the spectrum and we always encourage our clients to introduce safeguards against miscommunication and low professional standards. Whether in an e-mail, letter or during a live chat session, companies should make each and every customer feel like they are special to the business with coherent crystal-clear communication.



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Gemma is a Marketing Executive for UK web chat Provider Click4Assistance, with a range of knowledge in live chat software and customer engagement channels, customer service methods and improving online business.


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