What is a live chat tool?

Live chat can revolutionise interactions with customers online. In this article, we’ll explain exactly what a live chat tool is and outline the benefits of using live chat on your website.

Introduction

Live chat is a form of communication, which facilitates interactions between a visitor to a website and an agent. When you browse pages or view products online, it’s common to have questions or to want to find out more before you buy. Live chat offers easy, rapid access to advice. If there is a live chat function, you can simply click on a button or open a window and start a conversation.

Live chat in its simplest form allows web users to communicate with agents online. However, with Click4Assistance, a live chat tool for websites offers so much more. In this article, we’ll highlight the solutions and features available and discuss the benefits of utilising live chat tools.

What are live chat tools?

Click4Assistance offers a comprehensive range of communication solutions, including live chat, video calls, meeting rooms, click2call and social media integration. Live chat tools offer business owners, organisations, teams and online entrepreneurs and vendors the opportunity to engage with customers and clients online, answer questions, provide information, offer tailored advice and help with queries and complaints.

Live chat tools can be reactive or proactive. Reactive tools are implemented when customers and site users click the chat button to start a conversation or ask a question. Proactive tools encourage the visitor to get in touch by offering help or advice or providing additional support during the user’s time on the site.

Enhancing your website with live chat tools

If you are eager to start using live chat on your website, there are various solutions to explore, including chatting with agents and advisers and offering 24/7 access to support via a chatbot. Chatbots enable you to field enquiries and talk to customers when there are no agents available or the store, office or department has closed for the day and it can also free up time for agents when handling basic enquiries.

A live chat tool can be integrated into your website to allow agents that work for your business or a chatbot to talk to customers, respond to questions and comments and provide useful, helpful information. If you offer live chat, customers can get in touch with you while they browse your site or view pages and they don’t have to worry about taking time out to make a call, arrange a meeting or compose and send an email. A chatbot never sleeps, which helps to reduce the risk of losing sales and boost lead conversion rates and it can filter enquiries to help you answer questions quickly and ensure that customers have access to the support they need. If a customer needs to speak to an agent, for example, the chatbot will transfer the conversation to an agent or arrange for an adviser to contact the individual.

Click4Assistance also offers customers access to the Formbot. A Formbot gathers information about the visitor to speed up the process of providing help and support. If agents are available, the chat will transfer to the next available advisor. If agents are not online, the information will be passed on so that agents can contact the customer after the chat. You can also integrate live chat into social media platforms and analyse visitor activity.

What are the advantages of using a live chat tool?

There are multiple advantages of using a live chat tool, including:

• Cater to consumer preferences: live chat is now the most popular communication method for customers.
• Increase customer engagement: interact seamlessly with customers, web visitors and social media followers.
• Access tools and functions that are suitable for businesses of all sizes and types.
• Automatically route enquiries to your team of agents or a chatbot to ensure you don’t miss out on sales.
• Save time and effort, reduce running costs and improve agent productivity with predefined replies and transfer options from chatbots to advisors.

Summary

A live chat tool facilitates communication between website visitors and agents or chatbots. If you run a business, or you are looking to improve customer service or offer support online, it’s beneficial to consider adding live chat to your site. With live chat tools, you can engage with customers, cater to changing consumer preferences, offer support and advice to enhance user experience and boost sales, free up time for agents and advisors and tailor support to suit your business objectives and target audiences.