Live Chat Software

Posted By: Teachable Tech | Updated On: February 22, 2023

Table of Contents

Customer support live chat

Customer support live chat is a real-time communication tool that allows businesses to offer instant support to their customers. Live chat works by providing a chat interface on a website or a mobile app that customers can use to communicate with customer support representatives.

In this article, we will explain how customer support live chat works, including its benefits and best practices.

The customer initiates the chat:
The first step in using a live chat support system is for the customer to initiate the chat. This can be done by clicking on the chat button on the website or mobile app. Once the chat is initiated, a chat window will appear where the customer can type their message.
The chat request is routed to a customer support representative:
When the customer initiates the chat, the chat request is typically routed to a customer support representative who is available to help. This can be done manually by the support team or through an automated system that uses predefined rules to route chats to the right support representative.
The customer support representative accepts the chat:
Once the chat request is routed to a customer support representative, they will receive a notification and can choose to accept the chat. This is typically done by clicking on a button that says "accept chat" or something similar. Once the chat is accepted, the support representative will be able to communicate with the customer through the chat window.
The customer support representative provides assistance:
Once the chat is accepted, the customer support representative will provide assistance to the customer. This can involve answering questions, providing information, troubleshooting issues, or helping the customer complete a transaction. The support representative will use the chat window to communicate with the customer and can also use features such as screen sharing or file sharing to provide additional support.
The customer support representative resolves the issue:
Once the customer support representative has provided assistance and resolved the customer's issue, they will close the chat session. This is typically done by clicking on a button that says "end chat" or something similar. The chat window will then close, and the customer will be able to continue using the website or mobile app.

Benefits of live chat on website

➲ Instant Support:
One of the biggest benefits of live chat is that it provides instant support to customers. When customers have an issue, they want to resolve it as quickly as possible. Live chat allows businesses to offer real-time support, which can improve customer satisfaction and reduce the likelihood of customer churn.
➲ Increased Efficiency:
Live chat can also help to increase efficiency by allowing support representatives to handle multiple chats simultaneously. This can help businesses to reduce the need for a large support team, which can be cost-effective.
➲ Cost-Effective:
Live chat is a cost-effective support solution, as it allows support representatives to handle multiple chats simultaneously. This reduces the need for a large support team, which can be expensive. Additionally, live chat can help to reduce the cost of support by providing tools such as canned responses to streamline the support process.
➲ Improved Customer Experience:
Live chat can improve the customer experience by providing a convenient and easy-to-use support solution that allows customers to get the help they need quickly and easily. By offering live chat, businesses can show their customers that they value their time and are committed to providing excellent customer service.
➲ Better Customer Engagement:
Live chat can also help to improve customer engagement. By proactively engaging with customers through live chat, businesses can build stronger relationships with their customers. This can lead to increased customer loyalty and improved customer retention.
➲ Increased Sales:
Live chat can also be used as a sales tool. By using live chat to answer customer questions and provide product information, businesses can help customers make informed purchasing decisions. Additionally, businesses can use live chat to offer special promotions or discounts, which can help to drive sales.
➲ Access to Customer Insights:
Live chat can provide businesses with valuable customer insights. By monitoring live chat conversations, businesses can gain insights into customer needs, pain points, and preferences. This information can be used to improve products and services, as well as to develop targeted marketing campaigns.
➲ Improved Customer Feedback:
Live chat can also be used to gather customer feedback. By proactively soliciting feedback through live chat, businesses can gain valuable insights into customer satisfaction and identify areas for improvement.
➲ 24/7 Support:
Live chat can provide businesses with the ability to offer 24/7 support. By using chatbots or automated responses, businesses can provide support to customers outside of business hours. This can be particularly beneficial for businesses that serve customers in different time zones.
➲ Multitasking:
Live chat allows support representatives to handle multiple chats simultaneously. This can help to improve efficiency and reduce the time required to resolve customer issues. Additionally, support representatives can use tools such as canned responses to streamline the support process, which can further improve efficiency.

Live Chat Software

Absolute live support software
Website live chat software facilitate user to communicate with each other for their personal matter, business problem or other issue. Software is fully functional and supports all major internet browsers.
ASP chat script software
ASP script based chat software provides 24 hours online support to website visitor or customer to administrator. Software is easy, safe and sends offline message when operator is not available or not online.
Chat help software
Web chat software provides communicate solution that helps website users for live online chat communication between customers or visitors of your web site in real time. Utility is secure and easy to operate with all windows OS.
Chat live application software
Online live web chat application show IP address and host name of each visitor. Software provides chat support that help web site visitors to connect to company executive and have their FAQs immediately.
Customer support chat
Live chat software is best solution for online support between company executive and customer. Tool contains GUI based architecture and support all windows based operating system with all internet browsers.
Chat support services
Live web chat software is easy to use, user friendly and non destructive utility that helps user to communicate with each other and send offline message to client or website operator when user is not online.
Live website support
Online web chat utility provides customer care reliability and facilitate to see visitors name, IP address etc. Software helps to increase sales volume as establish online chat communication between visitor and administrator.
Multiuser chat script
ASP programming based chat script software provide GUI based architecture to chat between different users at a time. Software gives host name, IP address and other related information with all major web browsers.
Webchat Software
Web chat utility helps user to exchange their information in easy and efficient way. Tool support all major web browser and useful in any company, organization, agency etc and computable with all windows operating system.

Best practices for customer support live chat:

Be available:
Make sure that your support team is available to respond to live chats during business hours. If you are not able to provide 24/7 support, make sure to clearly communicate your support hours on your website or mobile app.
Be responsive:
Always be respond to the live chats as quickly as possible to provide a positive customer experience. Set response time targets for your support team and monitor performance to ensure that they are being met.
Be knowledgeable:
Ensure that your support team is knowledgeable about your products or services and is able to answer customer questions accurately and efficiently. Provide training and resources to support representatives to help them stay up-to-date with product and service changes.
Be friendly:
Make sure that your support team is very friendly and approachable with the customers, and that they use a professional, clear, as well as personable tone and behave in a very good manner when communicating with them regarding any product or services query.

Implementing live customer support chat on website

Implementing live customer support chat on a website can seem like a daunting task, but it is actually quite straightforward with the right tools and strategies. In this article, we will outline the steps required to implement live customer support chat on your website, as well as provide some tips and best practices to ensure a successful implementation.

Step 1: Choose a Chat Platform
The first step in implementing live customer support chat on your website is to choose a chat platform. There are many different chat platforms available, ranging from basic chat widgets to fully-featured customer service software. Some popular options include LiveChat, Intercom, Zendesk, and Olark.
When choosing a chat platform, consider the following factors:

Features: Look for a chat platform that offers the features you need, such as real-time chat, chatbot automation, file sharing, and integration with other tools.

Scalability: Choose a platform that can grow with your business and handle increasing volumes of chat traffic.

User-friendliness: Select a platform that is easy to use for both your support team and your customers.

Pricing: Choose a chat platform that is within your budget and offers transparent pricing.
Step 2: Install the Chat Widget on Your Website
Once you have chosen a chat platform, the next step is to install the chat widget on your website. This typically involves copying and pasting a snippet of code into your website’s HTML or using a plugin if your website is built on a popular CMS like WordPress or Shopify.

Most chat platforms provide step-by-step instructions on how to install the chat widget, as well as technical support if you need assistance.
Step 3: Customize the Chat Widget
After installing the chat widget, you can customize it to match your branding and website design. This includes customizing the colors, logo, and greeting message to provide a seamless experience for your customers.

Customization options vary depending on the chat platform you choose, but most platforms offer a range of design options and customization tools to ensure the chat widget fits with your brand.
Step 4: Train Your Support Team
Before launching live chat support, it’s important to train your support team on how to use the chat platform effectively. This includes training on the chat platform’s features, best practices for communicating with customers via chat, and how to handle common customer issues.

Most chat platforms offer training materials and support to help you get your team up to speed, including documentation, video tutorials, and live training sessions.
Step 5: Set Up Automated Responses
One of the benefits of using live chat is the ability to set up automated responses to common questions. This can help reduce response times and free up your support team to focus on more complex issues.

Most chat platforms offer chatbot functionality that allows you to create automated responses based on customer inquiries. This can include pre-written responses to common questions, as well as the ability to route customers to the right support representative based on their query.
Step 6: Define Chat Hours and Response Times
To provide a good customer experience, it’s important to define chat hours and response times. This ensures that customers know when they can access live chat support and what kind of response times they can expect.
When defining chat hours and response times, consider the following factors:

Business hours: Define your business hours and ensure that live chat support is available during these times.

Response times: Define your target response times and communicate them to customers. For example, you may aim to respond to all customer inquiries within 2 minutes.

Out of hours: Consider how you will handle chat requests outside of business hours, such as by offering an email support option or providing an automated response.