That gives both parties a head start in understanding the problem and determining the solution. Good live chat software will let the agent know where the customer is in the process and what they were doing before asking for help. Live chat support delivers useful contextĮmbedding live chat right into the customer’s process gives them the best chance of explaining exactly where they are stuck and what they need. That accessibility reduces customer effort, an important factor in building customer loyalty. Your customer doesn’t need to hunt down a special contact page or dig up an email address they know exactly where to go when they need help.

Live chat software can be integrated right into your customer’s workflow through a consistently available button or link on your website or in your app. Why should you offer live chat support to your customers? Because customers love it! Studies show that live chat is the preferred choice of many customers, and it has the highest customer satisfaction level of any support channel.Ĭonsidering the key benefits of live chat support can help you decide whether it is the right choice for your business. The benefits of live chat as a support channel Using live chat software embedded on a company’s website, customers can send their questions to a person who can quickly reply to them in the same small window. Live chat support is a way for customers to have real-time, back-and-forth conversations with support agents. When you're ready, check out the other chapters:Ĭhapter 1 – Live Chat Support 101: Definition, Benefits, and Best PracticesĬhapter 2 – Key Live Chat Statistics for Customer Service TeamsĬhapter 3 – How to Implement Live Chat With a Small Support TeamĬhapter 4 – The Big Benefits of Live Chat for Customer Service TeamsĬhapter 5 – Important Live Chat Tips for Email Support ProsĬhapter 6 – Live Chat Examples for the Entire Customer JourneyĬhapter 7 – The Best Live Chat Tools for Customer SupportĬhapter 8 – 5 Reasons Why Every Ecommerce Store Needs Live ChatĬhapter 9 – Live Chat Best Practices and Common MistakesĬhapter 10 – Why Contextual Support is Critical to Live ChatĬhapter 11 – Why You Don’t Need an AI Support ChatbotĬhapter 12 – Actionable Live Chat Metrics to Start Tracking Today This is a chapter in our Ultimate Guide to Live Chat Support.

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