Best practices in terms of answering delay, "shifts" and how to organize them for your team:
Take some time to customize your team in your Slaask team section.
Take some time to customize "groups" in the "Personalization" section of your Slaask account. To reach specific people or groups within your Slack team rather than your whole team. Use the Group feature to link your Slaask widget to your groups of team members (ex: Marketing, Support, Tech, Pre-sales, etc). If your team is not very large don't go over 3 or 4 groups.
Take some time to customize your "Schedule" from your widget section. Indeed, offering a live chat and not being connected to it equal a bad experience for your leads/customers. So make sure when your team is not connected your widget is Off and not On. You can also use the !off command to turn your widget Off from any Slaask channel any-time.
In terms of delay, if you want to go from an average user satisfaction to a super high user satisfaction, we recommend you to answer as fast as you can. Answering in less than 1 minute is good, answering in less than 3 seconds is EXCELLENT. If this is too much resources for you, just make sure your widget is Off.
About the best tone to adopt, it is depending of your business. Generally, if you are in the banking or insuring industries (= if you have a very corporate business) stay "corporate" in your answers. If you have a very small / small business we recommend you to adopt a familiar tone with your users because it's what they are looking for working with you as a small business. Be familiar but professional and fast. We believe corporate answers are not for our current world any-more. Also, if you really want to create complicity: listen to your users and go for what they ask you. As you may know, here at Slaask, if our users are asking for a specific feature we are usually implementing it quickly (if not over the night). Listening and answering your user needs is key to complicity.
In addition to that, we are recommending you to apply the "Broken windows theory". The broken windows theory is a criminological theory of the norm-setting and signalizing effect of urban disorder and vandalism on additional crime and anti-social behavior. The theory states that maintaining and monitoring urban environments to prevent small crimes such as vandalism, public drinking, and toll-jumping helps to create an atmosphere of order and lawfulness, thereby preventing more serious crimes from happening. In other word: give importance to weak signals / unsatisfied users and take care of them as fast as you can!
Hope this is helpful!