Gone are the days where you’re kept on hold for over an hour waiting to talk to a customer service representative. No need to wait days to get an email back from a representative or use difficult, impersonal self-service apps that are rarely helpful. Live chat software has created a faster, more efficient, and easier way to get help. But what is live chat customer service? How does a live chat work?

What Is Live Chat Support?

Hand of woman online chatting on mobile smartphone.

The definition of live chat is very straightforward. Essentially, it’s a communication app that allows you to communicate in real-time with a customer service representative using a chat box. It provides customers an easier and faster way to find answers to their problems. Users simply have to type their questions or concerns into the chat box and send them off.

How Does Live Chat Work?

Installing live chat software on your website is fairly straightforward. You’ll want to carefully evaluate vendors to find one that provides an affordable subscription and will provide the right amount of support to your customers. Once you’ve purchased your subscription, you’ll want to copy and paste the coding into the backend of your website. After you’ve published this code, live chat will appear on the page.

On the front-end of your website, getting live support is as simple as clicking a button. When clicked on, a chat box will appear and users can immediately type in their questions. We recommend using an inline chat window so users can continue to browse your website while getting support.

What Are the Benefits of Live Chat?

Live chat is an essential tool for any business. Today’s customers expect to see live support on any website. When you compare live support to that of phone, email, or other communication services, you’ll see the significant benefits that come from live chat. Some of the top benefits of live chat include:

Convenience

Today’s customers are all about convenience. They want to be able to find the answers to their problems quickly and without much effort. Live chat is more convenient than other methods of customer service as it allows customers to:

  • Instantly connect with a representative.
  • Multi-task; they can continue browsing your site or work on other tasks while receiving support.
  • Avoid long wait times.
  • Save conversations that can be referred back to.

Affordability

Setting up phone and email resources takes time and money. Implementing live support is relatively cheap and does not cost much to maintain. Additionally, because customer service representatives can answer multiple queries at once using live chat, you save time, resources, and money for your company.

Competitive Advantage

Because live chat technology is still new, there are few businesses using it. Implementing this resource on your site allows you to provide 24/7 support to your customers, something few businesses can promise. By providing your customers with constant support, you’re more likely to turn leads into loyal customers, which can put you ahead of the competition.

Maximizes Productivity

Live chat allows you to save time and maximize productivity with faster response times. One survey found that on average, a customer service agent responds to a live chat query within 23 seconds and provides an answer within 42 seconds. Think about how much more you can get done with live chat!

Higher Sales

Today’s online shoppers want to talk to someone before they commit to buying, whether this is a representative from the company or a friend. Having online chat allows customers to ease any apprehension they may have about buying and assures them they’re making the right choice.

Builds Relationships

One statistic showed that 78% of consumers walked away from a transaction after a negative customer service experience. Because live chat provides customers with 24/7 support, they’re more likely to have a positive experience and make a purchase. Showing your customers you’re always available to provide support and listen to their concerns builds a strong relationship As a result, you avoid any negative experiences and build your reputation as a company that truly cares about customers.

Conclusion

Not only does live chat provide customers a fast and convenient way to find answers, but your business stays ahead of the competition and builds a reputation as a brand that truly cares about their customers. Set up live support on your website and we guarantee your sales and revenue will dramatically increase.