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Glossary

What is Live Chat?

Live chat is a sort of customer messaging software that allows customers to speak with customer representatives in real-time. And, these customer representatives can be in customer service, technical support, and other roles. Additionally, live chat is the process of a communication system that displays as a pop-up chat window on a company's website.


In some cases, consumers must activate online to chat with the organization. Whereas in others, the chatbox may appear automatically as a proactive method of communicating with customers.


Several organizations consider business chat as a crucial component of customer interactions software. Now, many companies offer live chat help as part of their SaaS (software as a service) infrastructure as well.


By giving a fast chance to ask questions or follow up on information on the website, you are meeting your customers' needs and supporting them in a better customer journey. On the other side, your live business chat support service must be staffed at all times. This involves being aware of service demand and, when possible, avoiding long wait times.


Your contact center employees must also have access to a knowledge base that allows them to answer virtually any inquiry.

How Does Live Chat Perform?

The first thing that you need to consider is that your business live chat process is an integral part of the organization’s website or contact center solution. Well, in the live chat, you don't need to download and install any kind of software like Telegram, or WhatsApp.


If a website has a service of live chat then it will automatically pop up on the right corner of the website page. If the organization’s site is proactive, then you may hear a sound that your customer representative is available. But, if don’t, then you need to type your question in the chatbox and then send it. 


Consumers who visit the live chat can use it, in the same manner, they would any of their favorite chat apps. They can type, attach files (for instance, if they have a query about anything on an invoice), and submit more files (for instance, a video file or photograph to illustrate a fault with a product). If they like, they can also use emojis and other similar symbols.

How to Make the Most of Live Business Chat?

Your live chat's main aim is to act as a communication tool for customer service or technical support. Customers anticipate and value immediate replies. They also like the idea of a customized approach. Using live chat software may help you build relationships, which can lead to conversions and customer retention.


You must choose whether to be reactive or proactive when installing a live corporate chat service as part of your customer message software.

Reactive:

Waiting for the customer to ask a question or start a discussion. In a genuine firm, a customer might approach a staff member and ask for help.

Proactive: 

In this process, you have an organization start chatting or make you aware that they are available to help you. It is just like sales representatives in the shop who approach you for help.


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