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Live Chat - what is it and how does it work?
Persooa TeamOct 17, 2024 4:00:20 PM3 min read

Live Chat - what is it and how does it work?

In the digital age, where online communication has become commonplace, tools that support customer interaction are becoming increasingly important. One such tool is live chat, a popular form of communication that enables instant messaging between businesses and their customers. This fast-growing trend is changing the way companies serve their customers, providing immediate help and support. To better understand how it works and the benefits it brings, it's worth taking a closer look at live chat technology.

Table of contents


What is Live Chat?

Live chat is a tool that enables real-time communication between a customer and a company representative. This technology allows users to ask questions and receive answers almost instantly. Online chat is becoming not only a convenient solution, but also an effective marketing tool that contributes to customer satisfaction. It provides a direct line to customer service, resulting in greater efficiency and less time spent waiting for answers.

Check out our offer: Web Chat

How does Live Chat work?

Live chat works in a simple way. The user visits the company's website and finds a chat icon in a prominent position. Clicking on it opens a window where they can type in their question. After sending a message, the chat connects the user to an available customer service representative. This works on the principle of two-way communication: both the customer and the agent can exchange messages in real time.

Benefits of using Live Chat

There are many benefits to using live chat for both businesses and their customers.

1. Speed of response

One of the biggest benefits of using live chat is the response time. Customers don't have to wait as long for a response as with traditional email or phone calls. The ability to get information in real time greatly improves the user experience.

2. Higher customer satisfaction

Immediate assistance makes customers feel more valued and appreciated. The high quality of customer service that live chat contributes to translates into better feedback about the company and greater customer loyalty.

3. The ability to multitask

For customer service agents, live chat allows them to handle multiple conversations at the same time. This increases productivity and allows companies to better manage their time.

4. Data collection

Live chat systems often offer analytics features to track customer interactions. This allows companies to better understand their customers' needs and adapt their offerings.

How to implement Live Chat in your business?

Implementing live chat in an organisation is a process that requires thoughtful steps. Below are the recommended steps in the implementation phase:

  1. Choosing the right tool - There are many solutions on the market that vary in functionality and price. Choose the one that best suits your organisation's needs.
  2. Train the team - For live chat to be effective, it is important that the team is properly trained. They should be familiar with both the technical aspects of running the chat and the interpersonal skills that will help build a positive relationship with the customer.
  3. Establish a communication policy - It's a good idea to define the rules that will apply to chat conversations. Setting specific rules will help maintain a high standard of customer service.
  4. Testing and tuning - Once you have implemented live chat, it is important to test the system regularly and monitor its performance. This will allow you to make adjustments and adapt the tool to the changing needs of your business and customers.

Read also: Chat on a website - how to implement it and integrate customer data?

Why invest in Live Chat?

Live chat is not only a modern solution, but also an effective tool that can help increase customer satisfaction and improve a company's sales performance. Thanks to instant communication, multi-tasking and data collection, live chat is becoming an invaluable customer service tool. Investing in live chat benefits both companies and customers, making it a valuable part of any company's strategy to differentiate itself from the competition.
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Persooa Team

Persooa team are experienced practitioners. We implement the best Data & Marketing Automation solutions supported by Artificial Intelligence. We increase the effectiveness and efficiency of marketing and sales.

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