Live chat is a web service that permits your business to communicate, interact or chat in real time
with visitors to their website. The users communicating generally respond in real time, using short
statements, abbreviations, “emoticons” and other distributed shorthand communications.
Live chat is also referred to as chat, clicktochat, on line chat, integrated chat and proactive chat.
Customers find it quite assisting for getting their queries answered and doubts resolved while
shopping. A good live chat is always an easy way to transfer to phone support.
Live chat is best for low to reasonable complex product support. Supporting a high complex
product may not be great for chat, simply because of miscommunication that can easily happen,
just as with any written communication, unless and until you have a very knowledgeable
customers and representatives.
Live chat should be used as another means for revenue generation and customer satisfaction. It
should not be used to deflect all customer calls, nor should be implemented as a cutting cost tool
but should be regarded as a multichannel customer service initiative.
Live chat has the advantage of automatically capturing all the communication, without any
interference and in real time. Here you don’t have to rely on the agent as in phone support to type
the issue into a ticket management tool or on the customer to exhaust information into a self
service system.
Live chat also gives you concise intervals during trouble shooting or training as the customer can
leave the screen for time being to carry out the instruction or find information.
However explicit features and functions of live chat are operation specific. Generally you can
expect live chat software to provide real time customer monitoring, practice chat windows, unseen
traffic analysis, website assimilation and protected administration controls.