LiveChat is an online customer service software with live support, help desk software, and web analytics capabilities
Live chat is a Web service that allows businesses to communicate, or chat, in real time with visitors to their Web site. Live chat applications are commonly used to provide immediate customer support and information to clients and customers. Exact features and functions of live support are application specific, however you can generally expect a live chat application to provide real time visitor monitoring, custom chat windows, invisible trafficanalysis, Web site integration and secure administration controls.
After a minute of wait time, shoppers are frustrated. Response times on live chat can typically occur within 30 seconds.Chat is the best way to guide them to the right products and close the sale.
It does the same thing in comparison with phone call-based support. With Live Chat, you get all the personal attention of a single agent and the speed of a phone call’s resolution, but you can still keep multitasking if you have other things to do. Or, you can listen to music while you get your issue resolved. Or watch TV. The relaxed setting that Live Chat affords really has endless possibilities. Live Chat is one of the most-used customer support channels for people who are chronically multi-tasking.
Nothing beats chat when it comes to customer satisfaction. No other channel offers the same kind of convenience and effectiveness as a quick chat. It’s the go-to support solution customers pick when facing a problem on a website.
60% of people hate to wait longer than a minute. And in a live chat session, this time reduces to seconds. Don’t let them wait more than 30-45 seconds. Otherwise, they may leave the session. You can signal to visitors if they need to wait for some unfortunate reason and ask for their forgiveness. It will appease them for a short while.
With LiveChat, you will know exactly who is visiting your website. Using customer information, you will be able to provide a better support and buying experience for your customers.
See how satisfied your customers are. They can leave a rate after a finished chat or ticket and also provide additional comments in post-chat surveys.Chat ratings show the agents if they are doing a good job and give you valuable information on the state of your customer service.