To explain what live chat is, let’s imagine this situation.
A potential customer opens your website and browses through your products looking for some camping accessories. They find a perfect sleeping bag, but it turns out it’s out of stock. The customer would love to have this particular model and would like to know when it’s back in stock.
If you don’t have live chat installed on your website, the customer will do one of both: they will start looking for your contact info (to call or email you), or they will look for another store that has this sleeping bag in stock.
But, if you do have live chat on your website, all the customer has to do is to click on a live chat window and ask a question. It’s like chatting on Facebook or any other social media channel: you write a message and receive a response in real time.
For your website visitor, it means that there are no calling costs and they don’t have to wait for hours for your response. It works exactly the same way like social media channels: they just need to start writing in a messenger window.
Live chat is also super easy to install. If you want to use live chat to support your website visitors, all you need is the Internet and 3 minutes of your free time. All you have to do is to paste the live chat code on your website and your live chat is ready to use.
Once a customer on your website needs help and asks you a question, you will receive a notification so you don’t miss any chat and you can respond immediately.
Nowadays, customer service is about the speed of response. While calling is not a convenient option for over 81% of Internet users and sending and receiving emails take ages, live chat seems to be the most reasonable choice for communication with customers.