Live Chat Features
LiveAgent's live chat software enhances customer service with real-time communication, customizable chat buttons, proactive invitations, and integration with ex...
9 min read
Live Chat
Customer Support
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What is online chat?
Online chat is a program that allows you to communicate in real time with other people over the Internet. It can be accessed directly in the browser or communicate via the application.
History of Online Chat
Everything started with Talkomatic – the first online chat system in the world, which offered just several channels. Nowadays, we have plenty of online chat programs, which offer many functions and features. These programs allow people to communicate in real-time with others through the Internet. This communication is also called online chat.
Using messaging apps like Viber and similar applications have become an inseparable part of customer communication for modern companies. The evolution of online chat has transformed how businesses interact with their customers, moving from simple text-based systems to sophisticated platforms that support multiple communication channels and advanced features.
Chat Etiquette and Best Practices
Online communication has also some basic rules. Chatiquette, also known as chat etiquette, was created in order to avoid misunderstandings or conflicts. Proper chat etiquette ensures that conversations remain professional, respectful, and productive.
Key principles of chat etiquette include:
- Clarity and Professionalism: Use clear language and maintain a professional tone
- Respect for Response Time: Don’t expect immediate responses; allow reasonable time for replies
- Appropriate Language: Avoid excessive use of slang, emojis, or informal language in professional settings
- Conciseness: Keep messages brief and to the point
- Proper Formatting: Use line breaks and formatting to improve readability
- Acknowledgment: Confirm receipt of important information
Benefits of Online Chat for Customer Service
Using online chat prevents things like phone tag from happening, which not only saves time but can also have a tremendous impact on customer experience. The advantages of implementing online chat in your customer service strategy include:
Quick Response Times
Online chat enables immediate communication, allowing customer service representatives to respond to inquiries instantly. This reduces customer frustration and improves satisfaction levels.
Increased Conversions
By providing quick responses to customer questions and concerns, businesses can prevent cart abandonment and increase conversion rates. Customers are more likely to complete purchases when they receive immediate assistance.
Cost Efficiency
Online chat reduces operational costs by allowing agents to handle multiple conversations simultaneously, unlike phone support where one agent can only handle one call at a time.
Data Collection
Online chat systems can collect valuable customer data, including conversation history, customer preferences, and interaction patterns. This information can be used to improve customer service and personalize future interactions.
Enhanced Customer Experience
Real-time communication through online chat creates a seamless and convenient experience for customers, improving overall satisfaction and loyalty.
Omnichannel Support
Modern online chat solutions integrate with other communication channels, allowing customers to switch between chat, email, phone, and social media while maintaining conversation continuity.
Online Chat Features and Capabilities
Modern online chat platforms offer a wide range of features designed to enhance customer service:
- Real-time messaging: Instant communication between customers and agents
- Chat history: Complete record of all conversations for reference and training
- File sharing: Ability to share documents, images, and other files
- Proactive invitations: Agents can initiate conversations with website visitors
- Chat routing: Automatic distribution of chats to appropriate agents
- Customizable chat widgets: Branded chat interfaces that match your website design
- Mobile support: Chat access on smartphones and tablets
- Integration capabilities: Connection with CRM systems, ticketing software, and other business tools
- Analytics and reporting: Detailed metrics on chat performance and customer satisfaction
- Canned responses: Pre-written messages for common questions to speed up responses
Online Chat vs. Other Communication Channels
While online chat is highly effective for customer service, it’s important to understand how it compares to other communication methods:
| Feature | Online Chat | Phone | Social Media | |
|---|---|---|---|---|
| Response Time | Immediate | Hours/Days | Immediate | Hours/Days |
| Multitasking | Yes (multiple chats) | Yes | No (one call) | Yes |
| Personal Touch | Moderate | Low | High | Moderate |
| Cost | Low | Low | High | Low |
| Complexity | Simple | Moderate | High | Moderate |
| Customer Preference | High | Moderate | Moderate | Growing |
Conclusion
Online chat has become an essential tool for modern customer service. It enables real-time communication, improves customer satisfaction, increases conversions, and reduces operational costs. Whether you’re a small business or a large enterprise, implementing an online chat solution like LiveAgent can significantly enhance your customer service capabilities and drive business growth.
