Real-time Chat

What is Real-time Chat?

Live chat is a tool for immediate communication with your website visitors. Real-time chat can provide convenient answers that customers want, while also adding significant benefits to the staff and the bottom line of your company. Live chat builds customer’s confidence while shopping and increases overall customer experience.

Did you know that: 63% of customers are more likely to return to a website that provides Live chat?

Adding a human factor to your website while real-time chatting with your customers can be a game-changer.

Business Benefits of Live Chat

• Affordable - Cost-effective solution for customer support
• Real-time convenience to visitors - Instant responses to customer inquiries
• Increased customer satisfaction - Faster resolution times improve satisfaction
• Competitive advantage - Stand out from competitors with live support
• 23% increase in conversions on average - Proven impact on sales
• Improved customer experience (CX) - Better overall user experience
• Fewer phone support expenses - Reduce costly phone support needs
• User friendly - Easy to use for both agents and customers

LiveAgent’s Real-time Chat Functions

Invite Agent to Chat

While you’re having an active chat session with a visitor, you can invite your colleague to help you. For example, if you’re unsure how to solve an issue, you can invite as many agents as you need to the chat. Invited agents can directly send chat messages or write notes visible only to other agents.

Chat Simultaneously with Multiple Customers

Easily switch between tabs in customer service software and effectively deal with customer inquiries. Manage multiple conversations at once without losing track of any customer.

Mobile Live Chat

Another great feature of LiveAgent’s online chat software is that you can easily provide live chat support on the go. LiveAgent offers a free live chat app for both Android and iOS. Be available to chat with customers at all times, thanks to LiveAgent’s mobile app, and gain an advantage over competitors.

Notes in Chat

You can easily add a note to your chat (note is visible only to you and other agents).

Drag & Drop Files to Chat

Let customers easily submit files while chatting with your support representatives. Make the whole process easier and faster.

Chat Feedback

Avoid delivering poor customer support by letting your customers rate the responses and answers of your customer support agents. Reward your best agents and support those that are underachieving at the moment. Identify negative trends in your customer support and act accordingly.

Automatic Live Chat Invitations

Engage your website visitors by inviting them to real-time chat with your agents. Setup chat invitations for custom URLs on your website (e.g. your pricing page). If you would like to learn more, read about proactive chat invitations.

Easy Integration

The simple system makes it easy to create customized chat buttons that are easy to integrate into your website. Simply copy and paste a small HTML code.

Pre-made Live Chat Buttons

LiveAgent provides various pre-made and customizable live chat buttons. Haven’t found the right style for your online chat button? Don’t worry, you can create a custom one by uploading an image or by writing your HTML code.

Live Chat Design and Setting Options

Live Chat Window Design

You can choose a predefined chat window from 4 style options:

• Classic chat - Traditional chat window design
• Squared chat - Modern squared design
• Musho chat - Rounded design
• Bubble chat - Bubble-style design

Define the size, position, and color of your chat window.

Possible Changes in Window Design

• Title - Customize the chat window title
• Welcome message - Set a custom welcome message
• Position - Choose where the chat button appears
• Enable pop-up window - Show chat as a pop-up
• Size - Adjust chat window dimensions
• Border color - Customize border styling
• Button color - Change chat button color
• Status color - Customize status indicator color
• Agent message color - Style agent messages
• Visitor message color - Style visitor messages

Furthermore, you can also define your custom CSS code to fine-tune the look and feel of each contact window.

Chat Settings & Routing

To ensure fast and accurate communication, LiveAgent assigns chats to agents who’ve had previous communication with chatting customers. Besides random assignment, there are also 3 other options for advanced chat routing.

Random Assignment

New chats will be assigned randomly to one of the agents available for chat. This strategy helps you to assign the same amount of chats to each agent.

Average Utilization

New chats will be assigned to the agent with the lowest number of running chats to keep the same utilization of all available agents. This strategy helps you to load a balanced number of concurrent chats between all available agents.

Max Utilization

New chats will be assigned to the agent with the highest number of running chats to keep his utilization on maximum. Once the agent has no free chat slots, a new chat request will be routed to the next available agent. This strategy helps you to maximize the load of chatting agents and let other agents work on offline tickets.

Ring-to-all

New chat requests will notify all agents available for chat until one of them will pick it up.

How Much Does It Cost to Implement a Live Chat for My Website?

LiveAgent offers a couple of subscriptions to choose from. If you are unsure which one is right for you, here is a 30-day free trial. Live chat costs can differ based on how many agents your company has. LiveAgent is a complex solution, therefore includes more than a live chat.

Knowledge Base Resources

Would you like to implement live chat support for your website? Here is a step-by-step guide to integrate a live chat button into your website.

• How to create Chat buttons in LiveAgent

Try Out LiveAgent’s Live Chat Free Trial

Handle all customer inquiries from one interface. Start improving your live chat support with a 30-day free trial right away!