Free Chat Client
Discover LiveAgent's free chat client for instant messaging. Manage all inquiries from one interface with automation & real-time chat. Try free!
2 min read
Customer support
Live Chat
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What is Instant Chat?
Instant chat, also known as IM, is a chat messaging system that sends messages in real-time over the Internet. Typically, IM's are short messages exchanged between two or more people.
Instant chat is a real-time messaging system for exchanging messages, GIFs, and media, ideal for customer support. LiveAgent offers a solution integrating with platforms like Intercom and dialogflow for chatbot management, enhancing customer service.
How Does an Instant Chat Work?
To send and receive IM’s users can either download a specific software or chat through browser-based chat tools. Users can see other users online and chat with them in real-time through devices such as computers, phones, iPads, and even gaming consoles.
The process is straightforward:
- User Initiation: A user opens the chat application or accesses the chat interface through a web browser
- Real-Time Connection: The system establishes a direct connection between participants
- Message Transmission: Messages are sent and received instantly without delay
- Notification: Users receive notifications when new messages arrive
- Conversation History: The system maintains a record of the conversation for future reference
What Can You Send Through an IM?
Modern-day instant chat software allows users to send much more than just text messages. The capabilities have expanded significantly to include:
- Clickable Hyperlinks: Share URLs and web references directly in chat
- GIFs and Emojis: Add visual expression and personality to conversations
- Photos and Images: Share visual content for better communication
- Attachments and Documents: Send files, PDFs, and other documents
- Videos: Share video content directly through the chat
- Voice Recordings: Send audio messages for more personal communication
- Video and Voice Calls: Make direct calls through the chat interface
- Screen Sharing: Share your screen with other participants for collaborative support
More advanced software also enables users to call each other through video and voice calls, and some even allow users to share their screens with each other.
How to Make an Instant Chat in a Website
If you want to provide an instant chat option on your website, all you have to do is place a chat button widget on your website. No coding is necessary, simply copy and paste your button code into your website.
The process involves:
- Choose a Chat Platform: Select a live chat software that meets your needs
- Generate Chat Code: The platform provides a code snippet for your chat button
- Copy and Paste: Add the code to your website’s HTML
- Customize: Adjust the appearance and behavior to match your brand
- Test: Verify the chat functionality works correctly
To learn how to do it, check out step-by-step guides provided by your chat software provider.
How Can You Use Instant Chat in Customer Support?
If you want to utilize instant chat in customer support, consider using a live chat software. A live chat software works in exactly the same way as an instant chat – it enables agents to chat with customers in real-time. The only difference is that in order to chat with customer support reps, customers don’t have to download any software. If customers want to chat with customer support reps, all they have to do is click the live chat button/widget on the businesses website.
Key Benefits for Customer Support:
- Immediate Response: Provide instant answers to customer questions
- Reduced Wait Times: Eliminate the need for customers to wait for email responses
- Higher Satisfaction: Real-time support leads to better customer satisfaction
- Cost Efficiency: Handle multiple chats simultaneously, reducing support costs
- Better Relationships: Build stronger connections through direct communication
- Data Collection: Gather valuable insights from customer conversations
Do Customers Like Live Chat?
Customers love utilizing live chat. In fact, 79% of consumers prefer to live chat with customer support agents because they offer instant responses.
This preference reflects several factors:
- Speed: Customers get immediate assistance without waiting
- Convenience: No need to download software or make phone calls
- Accessibility: Available on multiple devices and platforms
- Efficiency: Quick resolution of issues
- Personal Touch: Direct communication with support representatives
Is It Worth It to Invest in a Live Chat Software Just for Instant Messaging?
Most live chat software is a part of a larger software solution — such as a help desk software. In addition to live chat/IM features, a help desk software contains advanced features such as a ticketing software, knowledge base software, or a call center software. Therefore, it’s most definitely worth it to invest in a live chat software – as you’ll be getting additional functionality which will only help you provide a higher level of customer service.
Conclusion
Instant chat has become an essential component of modern customer support strategies. By enabling real-time communication, supporting rich media sharing, and integrating with comprehensive help desk solutions, instant chat helps businesses improve customer satisfaction, reduce response times, and drive business growth. Whether you’re just starting with customer support or looking to enhance your existing channels, implementing a robust instant chat solution can significantly impact your customer service success.
