In fact, 79% of customers prefer live chat because they are able to get their questions answered quickly. Customers get the option to save an email transcript of the live chat conversation in case they come across the issue again.Ĭustomers are much happier to get an instant answer to their query via live chat than waiting an hour or more for an email reply. Live chat conversations can be saved for future reference.In fact, one survey found that 51% of customers preferred live chat because they can multi-task: One of the most significant benefits of live chat is that customers can always be getting on with another task while waiting for a support agent to type a reply. Live chat allows customers to multi-task.Compared to telephone support, where you often have to press numerous buttons to navigate a complicated menu system, and then wait indefinitely “on hold” before a support agent talks to you, live chat is instantaneous. Live chat instantly connects customers with an agent.

Live chat support is convenient for several reasons: In this section, we’ll examine the benefits of live chat support. Some live chat software can also integrate with other support tools, such as a knowledge base, messaging apps, or email software to provide omnichannel support.Ĩ Ways Live Chat Benefits Customer Support

On the other hand, you might experience “proactive” support when browsing an online store where a live chat window pops up asking if you need assistance. For instance, if you were processing month-end accounts and ran into difficulty with a transaction, you could request immediate “reactive” support via the live chat tool.

Live chat offers both proactive and reactive support. Live chat provides an instant, conversational, synchronous 1:1 customer support channel, compared to asynchronous email support where there is no guaranteed response time. Some live chat software uses an AI bot to automatically answer common questions before you reach human support. A customer can enter their message in the live chat software – typically, a pop-up window in the corner of the screen – and the support agent answers their query. Live chat support allows customers to have real-time, text-based conversations with support teams via the web.

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