Live Chat for Business Guide

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Martina Petrina

Content Writer

In this era of digitalization, live chat has become an important part of it. Small businesses are realizing their potential and are starting to use it.

Live Chat is an online application for customer service integrated on websites in purpose to provide support to the customers. It works like an instant messenger where your customers can communicate with you in real time.

Live Chat for Business

It’s an important customer service channel if you want your business to be considered seriously. After signing up and installing live chat on your website, you can start a conversation with your customers. Its uniqueness is the ability to promptly and conveniently answer customer inquiries that can bump up your website.

You can also see who your visitors are, where they come from, what website they are on and whether you cooperated with them already. Shortly, live chat is a platform you use on your website to communicate with site visitors.

Engage and convert your website visitors into customers

Picture 1. Engage and convert website visitors into customers.

Look for a live chat software to offer instant assistance to your website visitors and customers.

Your choice of this application should offer text chat, video, help desk, voice, and features.  Of course, this depends on which live chat will be the best for your business. Mostly, it comes down to three key factors: price, functionality, and ROI.

Software mostly offers similar features. Therefore, when deciding, consider the following five: proactive chat, chat monitoring, mobile optimized, visitors analytics, a faster resolution with offline messages.

Payment Model & Uses

It is all about the value and services you want and could get with free or paid software. Paid one for sure provides more features and better customer support, while free one is often limited and temporary.

However, the price is not the only factor worth paying attention to. The set of features and ease of use, as well as reliable tools, speed, and quality, are also important. The main goal is to get the relevant result and companies are ready to pay for it.

Hence, whether the product is free or costs some cents a month if it generates valuable revenue, it is worth investing in.

The cost of live chat software varies as each offers different tools and features. Most of them have a free trial period that ranges from 14 to 30 days allowing you to get the hang of the software and see if it matches your needs.

Live Chat and Customer Support

Customers don’t want to be treated like a ticket or redirected to a call centers either. It’s all about how you serve customers at first, bearing in mind that they want quick and effortless help. You cannot afford to keep your customers waiting. Hence giving them a quick and easy way to reach you could transform the loyalty they feel toward your brand.

Related: 10 Rules How to Boost Customer Service

Thus, live chat is the fastest form of customer service support. If you manage to provide them with superior customer support through live chat on their first visit, you get a customer for life. They become loyal. After gathering customers, focus on keeping them. Live chat helps brands to build long-term relationships with their existing customers. When customers feel that their voices are heard, it’s more likely that they will share positive experiences about your company.

Live chat in Business

Picture 2. Provide real-time support and care; increase your customer loyalty.

Live Chat and Marketing

Live chat proves to be a marketing tool that can boost your brand and establish credibility in your niche. If you’re planning on using it as a tool, you’ll need to include valuable content. Not only about your product, but about anything of importance to addressing the prospect’s problem or issue.

Online environment lacks the human touch, and lives chat provides the interactivity that customers need. The key is in customers’ having someone who can immediately walk them through a sale or newly updated product features. Timely and knowledgeable support helps to eliminate click-away from your website. Likewise, it ensures that your customers’ shopping carts make it through to check out.

One of the best sources of information about your customers is a conversation with them. That’s what live chat enables. On the one hand, they can directly yet discretely share their experience with your product. On the other hand, it allows you to use that information to adjust certain features of your products, website, or message. That way, you make them more suitable for your target audience.

Capture valuable leads with online support

Picture 3. Capture leads with online support and increases your follow up potential.

Lead Generation

Live Chat is a great tool for delivering customer service and nurturing relationships with customers. However, there’s a hidden potential behind it. From reaching out to customers through gathering information about them to sending them personalized campaigns, live chat helps you generate and nurture your leads.

Lead generation is the method of identifying and targeting potential new clients. Its aim is developing their interest in what your business has to offer. It all starts with being fast to provide information, because people want to talk now, not later. So, be fast and don’t forget to be available beyond office hours, if possible.

It is vital to businesses as live chat can help you sell more. The ambition of every business owner is to turn every visitor into a lead, and that every lead will ultimately become a sale.  Although it is impossible to get profit from every visitor, we can employ tactics to maximize our leads.

Key Features

Live chat can have a lot of integrations and features. If you’re a business looking for a suitable platform to converse with your clients in real time, check out the list of key features you’re going to need below.

Features desired in live chat

Picture 4. Most desired live chat features.

 Top 3 Best Live Chat Software for Growing a Business


Paldesk – a free live chat plugin with a bunch of killing features and integrations with the most popular customer communication channels. It helps entrepreneurs and startups to manage their first live chat channel but also scales easily to businesses. It’s a great tool that allows chatting proactively in real-time from a single dashboard.

Crisp – a free and beautiful Live Chat platform for interacting with customers. It will enable the interaction with customers the way you want. From sales to customer support, Crisp keeps your workflow simple, adding teammates to support chat and email, all from a single user interface. – a free messaging app to monitor and chat with the visitors on your website, mobile app, or from a free customizable page. It is designed to increase the effectiveness of managing online customer engagement. It enables multiple sites and agents to chat with their visitors on a single dashboard interface.

Final Thoughts

Live chat can have a significant impact on user experience. Once you decide to implement a live chat solution to your business, your goal should be to offer excellent customer service and build strong customer support.

By using a live chat support service on your website to engage with both – your store visitors and customers – you can provide a memorable and worthwhile experience to them. Take your time and do proper research of all the features and benefits live chat can offer. In the end, the most essential advantage of live chat would be the ability to speak with a real person.

Increase sales using live chat!

Increase Sales using Live Chat

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Live Chat for Business Guide was last modified: July 13th, 2019 by Branimir Hrženjak
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