Live Chat

What is a Live chat?

Live Chat is a real-time online communication tool that enables customers to interact with a Customer Service agent via text-based messages exchanged through a web-based chat interface. Accessed through a website or app, Live Chat typically involves text-based messaging, where customers can ask questions, seek assistance, or provide feedback directly to an agent or a business representative.

Various types of Live Chat

Based on communication method and technology, Live Chat in customer service jobs can be divided in 4 -

• Text-Based Live Chat
• Voice-Based Live Chat (VoIP)
• AI-Powered Chatbots
• Hybrid Live Chat: Combines AI bots and human agents.
• Video Support (Face-to-face)

Benefits of Live Chat

One of the greatest benefits of Live Chat is improved customer satisfaction. Customers feel valued and well-taken care of when they receive instant answers to their questions.

• Live chat can also improve the efficiency of customer support.
• They have higher conversion rates. Proactive chats encourage potential customers to make a purchase.
• By providing excellent customer service through Live Chat, businesses can boost customer retention.

Live Chat Best Practices

Businesses should always consider data protection and the security of customer data. With a well-thought-out strategy and the right setup, live chat becomes a powerful tool that takes customer service to a new level.

• Place your chat window in a subtle location
• Train customer service agents
• Use AI to strengthen your live chat experience
• Stay conversational