Overview

Use live chat to connect customers with human support representatives so they can get answers without waiting on hold or searching your knowledge base.

Live chat and chatbots are both real-time support tools, but they work differently. Live chat connects customers with human support representatives (agents), while a chatbot responds automatically without a human agent.

How the Live Chat platform works

Live chat connects website visitors to a company representative through instant messaging in a private browser window. Visitors start a chat session by typing a message or selecting a link or button in the chat window. An available agent can then respond and continue the conversation.

Benefits of the Live Chat platform

1. Reduced average handling time: Customers can ask simple questions without waiting on hold. They can also ask follow-up questions in the same conversation instead of opening another support case.

2. Support directly in your product: Customers can get help when and where they need it.

3. Flexible support timing: Customers and agents can chat when it is convenient, whether the conversation happens now or later.

4. Saved conversation history: Chat history stays available, so customers can return to a conversation from any device.

5. Improved support productivity: Agents can work on multiple customer inquiries while customers respond.