What is Live Chat?
Live chat is a real-time communication tool that enables customers to interact with support agents through instant messaging on a website or app. It’s commonly used in call centers to provide fast, convenient service without requiring a phone call.
How Live Chat Works
Customers initiate conversations via a chat widget on a business’s website. Agents respond using a chat console, often supported by canned responses, chat routing, and chatbot integration for efficiency.
Benefits of Live Chat
– Reduces wait times and increases resolution speed
– Allows agents to handle multiple conversations at once
– Enhances the digital customer experience
– Provides a written record of interactions
– Integrates with CRM and ticketing systems
Use Cases for Live Chat
– Answering product or service questions
– Assisting with online purchases or signups
– Troubleshooting technical issues
– Collecting customer feedback
– Offering proactive support via triggered messages
Types of Live Chat Tools
Agent-Based Live Chat
Staffed by human agents who manage conversations in real-time.
Chatbot-Assisted Live Chat
Combines automation with live agent handoff when needed.
AI-Powered Chat
Uses artificial intelligence and natural language processing to deliver near-human responses.
Best Practices for Live Chat
– Respond quickly and professionally
– Use clear and conversational language
– Personalize the experience with names and context
– Offer options to escalate to phone or email when necessary
Related Topics for Further Reading
– Chatbots
– Omnichannel Support
– Customer Experience (CX)
– CRM Integration
– First Contact Resolution
