Real-Time Chat Skills Matter—And You Need a Communication Skills Test

Live chat is now the front line of customer experience. Whether it’s a quick support question or a high-stakes sales inquiry, the quality of your chat interactions impacts satisfaction, loyalty, and revenue.

The challenge? Many companies fail to use a communication skills test that accurately measures real-time chat ability.

The Rise of Chat-Based Communication

• 79% of customers prefer live chat for instant support (Kayako)
• The average customer expects a response in under 60 seconds
• 41% of customers choose chat over email or phone (Forrester)

Chat isn’t just another channel—it’s often the first and only interaction customers have with your brand. You need to ensure your team has the right communication skills to deliver.

The Pros and Cons of Online Chat

Pros

• Faster support: Chat enables quick responses and resolutions
• Multitasking: Agents can handle multiple conversations at once
• Written record: Transcripts help with training and compliance
• Lower cost: More efficient than phone-based support
• Customer preference: Especially for simple or time-sensitive issues

Cons

• Limited emotional context
• Delayed replies frustrate customers
• Generic responses feel robotic
• Writing skills vary across agents
• Misunderstandings are common without tone or context

A strong communication skills test can help you screen for these challenges early.

The Pain Points Customers Face

When communication falls short, customers notice. Key frustrations include:

• Long delays between replies
• Poor grammar or unclear responses
• Agents who pass the issue off
• No resolution or follow-up

These issues lead to negative reviews, lost loyalty, and higher churn.

Real-World Example: Good vs. Bad Chat Support

Scenario: A customer is charged twice and wants a refund.

Bad Chat Example

👎 Slow, robotic, unresolved

Customer: Hi, I was charged twice. Can I get a refund?

Agent (after 2 min): Hello. I will check.

Customer: Okay…

Agent: Please email billing@company.com.

Customer: I already did. No reply.

Agent: Please email again.

Problems: No empathy, no clarity, no action

Good Chat Example

👍 Fast, clear, resolved

Customer: Hi, I was charged twice. Can I get a refund?

Agent (within 30 sec): Hi Sarah! You’re right—I see the duplicate. I’ve issued the refund. You’ll get a confirmation shortly.

Customer: Thank you!

Agent: Happy to help—let me know if you need anything else.

Result: Quick resolution with professional, human support

Why AI Chat Isn’t Enough

AI chatbots are useful for simple tasks—but they can’t replace human communication in complex scenarios.

AI limitations include:

• Poor handling of emotional context
• Misrouting or looping conversations
• Generic replies that frustrate users
• No ability to de-escalate or build rapport

That’s why every business needs a communication skills test focused on real-time chat—especially for customer-facing roles.

How Companies Can Improve Chat Communication

To improve chat experiences, you need more than training. You need the right tools.

• Hire using chat-specific communication skills tests
• Simulate real scenarios to see how candidates respond
• Coach with real transcripts and feedback loops
• Track performance using resolution time and CSAT

How Glider AI Helps

Glider AI’s Chat Conversation Evaluation acts as a real-world communication skills test for chat-based roles.

It helps you:

• Simulate real-time, multi-threaded chats
• Evaluate response speed, tone, and clarity
• Use AI to score communication performance
• Identify top candidates who stay calm under pressure

It’s built specifically for customer service, sales, and remote communication roles.

Upskilling Current Teams

Hiring is just the start. To build lasting impact, invest in upskilling.

• Run roleplay chat simulations regularly
• Use scorecards to benchmark tone, clarity, and speed
• Deliver real-time coaching using recent chat transcripts
• Train teams on multitasking and digital empathy

Glider AI also helps with ongoing skills development through measurable assessments.

Final Thoughts

AI tools are powerful—but they’re not enough. Great customer experiences require great communicators. A targeted communication skills test ensures you’re hiring people who can think, write, and respond effectively under pressure.