About Live chat
LiveChat is a high-end customer care platform made to boost revenue and client engagement. Your customer communications are greatly automated by the program, and it allows omnichannel messaging from a singleplatform.
Messenger, Apple Business Chat, WhatsApp, SMS, Direct Chat, emails, and website-based communications are all supported by LiveChat. You may interact with particular visitors or customers using LiveChat based on their profiles and behaviors, and deliver customized messages to boost engagement.
Personalized greetings or announcements may be part of this. Numerous chat options are accessible, including AI chatbot automation, pre-written responses, file sharing, and real-time notifications. With the aid of these tools, you can react to client inquiries more quickly and without repeating yourself.
Additionally, you can add tags to your chats to later filter them. Additionally, LiveChat gives users access to numerous analytics. To evaluate your performance and find areas for development, you may create bespoke reports on a variety of parameters. Viewing your overall number of chats, missed talks, conversions of greetings, chat satisfaction, chat engagement, survey reports, and much more is possible.
Main Features
Call Center Management
Geotargeting
Chat Widget Customization
Feedback Management
Reporting & Analysis
Email Management
Visitors Banning
Advantages of Live Chat
Improves the website experience – According to research, many customers anticipate live chat at an online store. The lack of live chat in this situation might give the wrong impression. Instead of leaving your website to write an email or make a phone call to customer support, live chat enables customers to get their questions answered while they stay on it. Both acts raise the chance that a customer may leave your website without ever coming back.
- Builds Trust with Potential buyers – Customers are more likely to buy from a company they believe in. When a consumer makes a purchase at a physical store, a salesperson has the chance to establish a connection with them and learn more about them in an effort to establish a relationship. Live chat is a tool that marketers may utilize online to achieve this. Live chat allows a sales representative to converse with a consumer in real-time, which fosters trust and creates a great buying experience.
- Help Convert Customers – Because live chat offers customers prompt responses as they shop, it can aid in conversion. Customers can get answers to their shipping, warranty, and product-related inquiries from live chat representatives, eliminating any reservations they may have about making a purchase. Another situation where a live chat solution can substitute for an actual salesperson (or a virtual assistant) is when it comes to converting customers. This can help to bridge the gap between the in-store and online experiences. Cart abandonment can be avoided with the use of a live chat feature. A chat agent can message a visitor who is ready to depart the website with a shopping cart full of things and inquire whether they need help with the checkout process.
- Increases average order value – A live chat representative can propose extra items (cross-sell) and more advanced versions (upsell) that will better suit the customer’s needs in addition to responding to their inquiries and giving them information about the product.
- Integrates with additional tools – The live chat software you use might interface with other programs you already use, making it more helpful. Thousands of apps, such as Shopify, Google Sheets, MailChimp, Klaviyo, HubSpot, and Zapier, are just a few of the ones that ManyChat can connect with. With the use of integrations, you can gather certain information, offer personalized promotions, or send a signup form.
- Collects Customer Data – Because it can gather client information, live chat software has an advantage over in-store sales representatives. Brands may identify a recurring consumer and foster the relationship by gathering shopper data during a discussion or through pre- and post-chat surveys. The information also enables the brand to communicate with customers, provide coupons, and recommend products based on their past purchases or search activity.
- Improves Customer Service – Without exceptional customer service, no firm can succeed. When used effectively, live chat enables website users to receive the support they require quickly rather than having to use another channel. Clicking the live chat option is significantly simpler for a prospective customer than leaving the website to contact customer service or leaving the website without receiving a solution to their inquiry and leaving the website altogether.
- Provides After-hours forms – Despite the fact that live chat is intended to be real-time, the customers can still provide after-hours service by sending forms through a chat. A live agent will receive a contact form that a customer fills out in the chat window the following time they log in. Users won’t miss any inquiries, and your website visitor can be guaranteed that an agent will respond to their query as soon as the agent comes back online. Your online store will profit significantly from offering live chat. Facilitating transactions and gathering client information, enhances the overall online buying experience while also benefiting your brand.
- Real-time text preview – You won’t miss any inquiries, and your website visitor can be guaranteed that an agent will respond to their query as soon as the agent comes back online. Your online store will profit significantly from offering live chat. Facilitating transactions and gathering client information, enhances the overall online buying experience while also benefiting your brand.
- Instant Customer Feedback – Feedback is simple to gather. After chatting with you, users can rate your chat service. This will benefit your customer care representatives as well because they will get fast feedback on how well they are doing. This makes it simple for them to establish connections.
- No waiting queues – Customers are closer to you. based on research by Zopim, in less than 30 seconds. Due to agents’ ability to manage several requests at once, this is viable even for tiny support teams. According to research by Software Advice, the main reason why users choose live chat is the elimination of waiting lines.
- 24/7 Support – No matter what time zone you are in, your help is always available when connected to a chatbot. In the event that the query cannot be answered, the bot sets up a follow-up with an agent.
- Build strong customer relationships – Dialogues, not tickets, are put in the spotlight by modern live chat software, which encourages continuing conversations with your clients on your website. Consider your website as a center for messages similar to WhatsApp or Facebook Messenger that users may access anytime a new message arrives.
- Data security – For secure consumer interactions, live chat software is designed. Only encrypted conversations are exchanged. Data security is very important to us at Userlike. Our live chat software complies with GDPR, and all data is held on German servers in accordance with stringent legal requirements.
Disadvantages of Live Chat
- Doesn’t work well for older demographics – While most groups are accustomed to texting, persons 55 and older are more hesitant to use chat to get in touch with a business. A 2015 research study by Software Advice makes this suggestion. So, depending on your target audience, a second channel may be necessary (phone, email).
- They need to be online to offer support – Synchronous channels require users to be online, just like phone calls do. It can be expensive to have adequate workers during busy times. Even yet, live chat still has one benefit over phone support: it transforms into a contact form instantly, allowing website users to reach you on any page, even after business hours.
- First response time expectations are high – Ideally, a live chat message is responded to in 30 to 60 seconds. In order to maintain a reasonable initial response time, the appropriate number of employees must be employed. Since chat agents can attend to 10 customers at once, this drawback is diminished. For instance, if an agent is already assisting two customers, he can quickly deliver brief welcome messages to new clients via chat macros. Alternatively, a straightforward chatbot can take over the opening salutation and inquire about the problem.
- Identity Verification – Access to personal information is sometimes only allowed after a secure identity check, such as in online banking. Contact by phone may be necessary for this.
- Online trolls – Internet trolls are a thing because you can chat quite anonymously. Because of this, Userlike provides options like blocking and ignoring. It is possible to employ operator aliases to preserve the anonymity of operators.
- Peak Hours – Even while there is less of a requirement to be available than there is with the phone, you still need people during peak hours.
Benefits of Live Chat
- Increase Sales – Customer assistance will be expedited with live chat, which will increase sales. Utilize LiveChat to help your guests when they need it most. A greater average order value and more purchases result from this.
- Solve Customer problems in a flash – instantaneous real-time responses. The quickest approach to assist your consumers is through live chat. They’ll experience it as well.
- Cut Costs – Multiple consumers can be conversed with by a single live chat employee while maintaining the same high levels of customer satisfaction. Your overall spending on customer service will go down because of this increased efficiency.
- Build Stronger relationships with customers – Live chat is a direct, unobtrusive method of communication. You’ll be able to establish a stronger rapport with your clients and win their trust. And over time, that trust will support your company.
- Boost your credibility – LiveChat gives your website more authority. Your visitors will realize right away that there are actual people waiting to assist them at any time on the other side.
- Make your customer happier – Compared to customers who contact or email, chat customers are significantly more happy with a brand’s customer service. Obtain a 97% customer satisfaction (CSAT) rating!
- Manage your team with ease – Keep tabs on the success of your sales and customer service teams. You have access to all the data you need to increase team efficiency thanks to our extended reports and supervision tools.
- Keep your data secure – We take the security of your data. From GDPR compliance, HIPAA preparedness, and Privacy Shield Certification to data encryption, access limits, and 2-step verification. We have your back.
Connect Live chat with your favorite tools – Choose from more than 200 connectors to quickly add your preferred tools to LiveChat. Create the best customer-centric experience. Even from the start, you can create your own LiveChat extensions.
Frequently Asked Questions
In contrast to merely 61 percent for email and 44 percent for phone, live chat actually yields satisfaction levels of 73 percent. Customer retention also rises, so it’s not just your customer satisfaction levels that stand to gain.
You are not charged any further fees to cancel your account at any time. Credit from payments that have already been completed, however, will be lost and not returned. Learn more about our subscription guidelines here.
The trial’s features are identical to those of the Team plan. Up to 100 agents may be added. Simply start a discussion with us if you wish to try LiveChat with a different plan, and we’ll make it happen!
