Live chat is a customer support tool which appreciates the customer experience. It allows a customer service representative to converse in real time with the potential customer. Live chat services favor sales as they provide immediate and instant responses to the customer queries and by up selling and cross-selling propositions.
Live chat services have the option to be maintained in house or you can also opt for outsourcing to external agents. Live chat agent also has the advantage of handling multiple chats simultaneously. It can manage multiple visitors at the same time. Live chat software is usually a SaaS solution.
Live can be either proactive or passive.
Proactive live chat is the practice of offering a live chat session to some website visitors. This is basically called proactive as the chat session offer is only for selected visitors by clearly displaying a chat proposal.
The visitors selection is based on
- product classification or product pages viewed
- website segments visits (prices, products and services details, etc..)
- visitor record and tally
- waiting time
- abandonment nature
Live chat is there to give the strength to your on line business, by using live chat you can have your job done in the similar manner as a physical store customer care executive, by providing real time assistance and solving the queries.
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