Reading Time: 4 minutes

Earlier, we communicated via cell phones or emails, but modern technology has offered us with more effective and easy options.

In recent times, Live Chat is widely regarded as a critical component of a company’s customer-communication strategy. It facilitates contact and allow consumers to receive a timely response to their concerns. As a result, it is one of the most important determinants of customer satisfaction.

Always try to avoid being limited by means of communication. – Keith Grafman

What is Live Chat?

It is the quickest online communication that allows you and your website visitors to converse in real-time. Chatting online is a perfect alternative to calling or sending emails. All that is required of visitors is that they type their message into the chatbox and send it.

This method of contact is the most dynamic way to communicate with your customers. In essence, you can think of it as email support with improved results. Live chat will be the ideal long-term companion for email support.

Live chat can be a powerful tool for assisting prospects with purchasing intentions  and providing after-sales assistance to your existing customers.

It’s easy to see how Live chat gets mixed up with other messaging systems. It’s not that different from social media messaging apps. The difference is that you know you’ll get a response within seconds of sending a message. The name gives it away: it’s “Live” Interaction.

What are the benefits of using Live Chat?

Customers love Live Chat because it allows them to get instant answers to their questions. Lie chat offers your customers a way to contact you when they have a question or a problem they can’t solve. This solution is far more pleasant than sending an email to a support team; with email, you never know when you’ll hear back.

41% of customers find Live Chat as their favorite method of contacting customer service. With a customer satisfaction rate of 92%, live chat is the most popular choice. This satisfaction rate is higher than any other form of assistance because of the speed at which customers can get help.

 According to an AMA study, live chat has been used successfully during the customer journey to improve stages such as:

1. Marketing awareness has increased by (+29%)

2. Sales production in the early stages (+32%)

3. Customer service after the transaction (+39%)

4. Rate of Engagement (+39%)

How are Live Chats being used for effective business operation?

1. Proactive-Sales Approach:

Starting a conversation on the product/service pages with customers can be a game-changer. Customers may be dissatisfied with something, but they will not tell you. They’ll exit your store or website. Fortunately, there is little you can do about it. Since chats aren’t always one-way, businesses can also be involving. They can start by asking their customers if everything is in working order.

2. Marketing with Chats:

Consumers’ routines or errands are often disrupted by marketing messages. It’s also more challenging to arouse interest and sell a product when you aren’t thinking about buying something. On the other hand, if a potential customer is already chatting with you through your website’s chat feature, they are already interested in your brand. Such use of Live Chat gives a great context and makes them more curious than before.

3. Customer Service:

Live chat shines when it comes to customer service. It contains everything you and your customers need to achieve their objectives. Customers can submit photographs, connections, and files to assist you in better understanding the problem. As the individual tasked with solving the problem, you have additional tools at your disposal to solve the problem quickly.

Using Live Chat to Collect Social Proof:

Social Proof or Customer feedback is information on how satisfied or dissatisfied the customers are. Consider it an opportunity to grow your business. The best thing is that after the chat has finished, you can ask your customers to leave a service review. In most cases, customers will gladly leave their feedback as the memory is still fresh, and such feedback is essential for creating social proof. 

How Live chat works on a website?

Customers can view the live chat widget on your website after installing the live chat tool, while your employees have access to the agent dashboard. Your employees would be able to prioritize how they interpret the interactions.

Some live chat tools allow you to automatically delegate chat conversations to agents based on priority and assignment conditions. Employees can access message channels by clicking the live chat widget, which acts as an IVR for a chat. Customers can quickly contact the appropriate community to get their questions answered. This allows customers to contact the businesses at any time and from any place.

Considering Live Chat Application for SML businesses:- 

Live Chat Platforms for Small and Medium Businesses:

Any online business will benefit from using live chat. Small and medium-sized businesses are bound to profit from Live Chat. If you own a small or medium-sized enterprise, live chat can be used for more than just customer service. For example, you can use it to automate some tasks or run marketing campaigns.

Most Popular Chat Applications for small and medium businesses to consider:

1. Crisp

2. Tidio Live Chat


4. Purchase

Live Chat Platforms for Large Scale Businesses:

As a large-scale business, you can need solutions that are customized to your specific requirements. Looking for plans that are flexible and customizable, is crucial part of the job. More than just customer service would necessitate the use of live chat. You should compare the features of various applications to find the ones that can automate most operations.

Most Popular Chat Applications for Large Scale Businesses to consider:

1. Zendesk Chat

2. Intercom

3. Tidio Live Chat

Learn the art of the pitch and of messaging- Tim Ferris

To Conclude

Although Live Chat isn’t the only way to communicate with consumers, it’s become a vital side channel for providing customer service, product guidance, gathering customer feedback, and generating revenue for the company. Given all of the advantages of Live Chat, we can confidently state that every dollar spent on a live chat solution for your company can result in an equivalent or improved ROI, both quantitatively and qualitatively.

If you explore the tool’s capabilities and map them to your needs, a live chat solution can be a game-changer for your business. The benefits of live chat greatly outweigh any kinks that might have existed in the past, now that it has been in operation for several years.

We hope this piece of information gives you enough value for carrying out your online business activities with Live Chat’s assistance. We would also appreciate it if you could share your valuable feedback with us.

Feel free to check out our other valuable articles and posts available on our website, related to Martech, HR-Tech, Fintech, and Emergetech.

Rajvansh Adagale is a well versed content writer with over more than 2 years of experience in most forms of writing. He is experimental in his writing style and research for content. Also a huge believer of Seth Godin's idea of "write as you speak". Rajvansh believes in establishing a conversation with the minds of the reader to build a connection.

Leave a Reply

Your email address will not be published.