What exactly does real-time chat mean? Real-time chat is a form of online communication that provides real-time transmission of messages from one person to another. These conversations happen instantaneously. This type of chat is also referred to as fully-managed live chat.

Live chat software became popular as a customer service tool because users relished the opportunity to instantly connect to customer care without using the phone or sending an email, not knowing how long the response would take. Live chat is available to perform this function almost instantaneously using the internet, here we look at how text-based chat functions work.

Real conversations in real-time

Chat messages are usually very brief and personalised. They give an impression similar to a spoken exchange, giving real-time live chat its unique appeal. People want instant connection online which is why customers prefer chat to emails and or phone calls. Real-time chat happens with web-based apps, allowing for text-based communication that can be sent directly but is restricted to the people in the conversion rather than broadcast to the whole group.

Customers can reach you at any time. A chat allows customers to ask questions immediately. As soon as a customer has a question, they can directly reach out to the live chat support with the assurance that there will be someone who can address the issue available, or point them in the right direction. The instantaneous response ensures that Live Chat scores high in customer satisfaction. Compared to an email, this is a much better alternative.

Customer convenience

Live Chat software is equally convenient to current customers and potential customers to get their online queries addressed. While a potential customer can explore your products and their specifications and make related purchases like an extended warranty, an existing customer could follow up on an order already made, clarify doubts on using the product, get help with any returns, etc. In both these scenarios, live chat software helps the customer make an informed choice concerning their requirements irrespective of their being an existing or potential customer. Live chat allows your agents to build a rapport with your customers. An agent undergoes extensive training on both their soft skills and technical skills to ensure that they are able to provide complete customer service by solving the issues faced by the customer as well as bonding with the customer.

Cost savings

Live chat services allow for considerable cost savings by ensuring that your customers have real-time answers to their queries requiring fewer resources. Live chat is faster — and more efficient — than a phone call. A single live chat agent can deal with more than one customer at a time, bringing down the wait time and multiplying the agent’s efficiency. Customers no longer need to wait on the phone for an answer to their question, instead, you’re right there, ready to strike up a conversation. This is very good for both the customers and the company. Experienced live chat agents can significantly bring down the resolution time. Leading to satisfied customers and significant savings.

Benefits to business

Competition is everywhere today. Live chat is an easy and cost-effective way to talk to your customers and provide them with resolutions for their queries. A good live chat service lets you stand out from the competition. Customers are becoming accustomed to using live chat technologies. Not only do they prefer it, but they also demand it. If, by any chance, your competitors don’t offer live chat support (or don’t provide quality chat support), you have the opportunity to do it well and earn their business. You need to ensure that you are on top of your game when providing quality live chat support on your website. Visit https://www.livechatagent.com.au or call Tracey at 1800 332 428 to learn more about how LiveChat Agent can help you improve not only your customer service but also deliver high quality leads across platforms.

Also Read: What Are The Advantages of Live Chat For Businesses?

• Author Details

Author Details

Tracey Horey

CEO of Live Chat Agent

Tracey Horey is a 20 year veteran of the Automotive industry and has been writing Automotive content and helping Dealerships optimise their digital space for over 15 years. Her experience working with various sized dealerships and her passion for exploring and understanding new tools for the auto industry has given her an in depth understanding of the challenges all dealerships face in a changing landscape.

accounts@livechatagent.com.au

1800 332 428