What is “The Live Chat?”

  • What is “The Live Chat?”

Live chat establishes a real-time communication channel between customers and online chat representatives thereby helping the customers receive instant help to solve their queries and grievances. It involves real-time interaction through text, short statements, images, smiley, and abbreviations to achieve a greater objective of providing quality customer care. Even use of feature-rich and dynamic live chat softwares has further enhanced the live chat experience for the customers allowing them to get quick and direct answers to their questions anytime anywhere.

According to a BoldChat report, of those who prefer live chat, 79% said they did so because they get their questions answered quickly and 46% agreed it was the most efficient communication method.

Integration of high-end technological features like PushURL, screen sharing, canned response and more has opened new avenues in business intelligence information gathering without being intrusive during the interaction process.

Effectively Cater to Online Customer Demands

The online customer base has grown exponentially over the years due to tremendous growth witnessed in the E-commerce segment. The spurt in online shopping websites and hosts of other businesses offering their services through the internet has led to a demand of an online customer service mechanism that will cater to the demands of these online customers. Live chat efficiently bridges this gap by providing the right help at exactly when it is needed. Getting help at crucial checkpoints, like the checkout phase, increases customer satisfaction and creates a loyal customer base.

BoldChat’s report found that in the US, 21% of online shoppers prefer live chat and 31% of online shoppers from both the US and UK saying they would be more likely to purchase after a live chat.

Reduce Costs

Live chat also proves beneficial in reducing costs as customer queries can be solved quickly at the website itself.  Live Chat can significantly curtail down chances of customers calling to contact centers thus reducing cost-per-call. Moreover, single online chat representatives can handle multiple chats at a single time thereby saving in costs, improving employee productivity and performance.

Higher Revenue

Online businesses can witness higher online sales and revenue growth as Live Chat helps improve online sales through fast, accurate and efficient customer service. Proactive chat helps improve conversion rates as visitors can be gripped to the website thereby increasing the chances of purchase. Customers can directly talk with agents and get the right information about the product and close the sale rather than searching through entire lists of products.

Gather Crucial Business Intelligence Data

Crucial business intelligence data that can reveal insightful information about the likes, dislikes, shopping preferences of the customers, beliefs and more can be extracted from the chat interactions which can be further leveraged to make strategic changes.

Customers who have used Live Chat consider it as one of the most efficient support channels. It can also help retailers improve their online sales through higher customer satisfaction and conversion rates.

By |2014-08-13T00:00:04-06:00August 13, 2014|


Matt Rocco is the President/CEO for Etech Global Services. Matt is a 38-year veteran of the BPO industry. He has held key leadership positions within Dun & Bradstreet, The Berry Company, and Etech Global Services. In the past 38 years, he has spent time in every facet of call center operations and outsourcing processes. Matt has been an avid speaker at many industry events and was featured in the articles of various renowned periodicals including The Wall Street Journal, Contact Center World, Call Center Magazine, Call Center Times and others.

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