Live chat is an online platform that allows businesses to provide support to their website users by interacting (i.e. chatting) with them in real-time.
Chats usually consist of mostly text-based communication but they can also contain e.g. voice and video. To a website visitor live chat is visible through a chat button that has been placed on a website. Chat operator has his own dashboard to use for responding to chats and monitoring conversations.
Live chat has several business benefits, for example, it reduces expenses as it is more cost-efficient than other channels like phone or email. Live Chat also increases sales as customers get their questions answered by a real person in a timely manner. Besides that, Live chat also offers many cross-selling and upselling opportunities. Furthermore, Live Chat enhances customer experience as customers have instant access to sales and customer support people. This means that all issues can be resolved in a fast and convenient way.