{"id":194,"date":"2021-11-24T18:55:00","date_gmt":"2021-11-24T18:55:00","guid":{"rendered":"https:\/\/chatsupport.co\/blog\/?p=194"},"modified":"2022-04-26T13:15:11","modified_gmt":"2022-04-26T13:15:11","slug":"live-chat-software-best-practices","status":"publish","type":"post","link":"https:\/\/chatsupport.co\/blog\/services\/live-chat-software-best-practices\/","title":{"rendered":"What is Live Chat? Everything You Need to Know About Live Chat Software"},"content":{"rendered":"\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" loading=\"lazy\" width=\"1024\" height=\"682\" src=\"https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/11\/unnamed-1024x682.jpg\" alt=\"best live chat software\" class=\"wp-image-204\" srcset=\"https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/11\/unnamed-1024x682.jpg 1024w, https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/11\/unnamed-300x200.jpg 300w, https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/11\/unnamed-768x512.jpg 768w, https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/11\/unnamed.jpg 1280w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">What is Live Chat Support?<\/h2>\n\n\n\n<p>A <a href=\"https:\/\/chatsupport.co\/why\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">live chat service<\/a> is more than a one-on-one, real-time conversation with a prospect or customer. It\u2019s a support channel that allows you to share vital sales resources, answer critical questions, and collect integral feedback and data. It\u2019s a vital customer engagement and customer service tool for any ecommerce business today.<strong>\u00a0<\/strong><\/p>\n\n\n\n<p>Why is it so vital? For starters, <a href=\"https:\/\/99firms.com\/blog\/live-chat-statistics\/#gref\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">73% of consumers<\/a> find live chat to be the most satisfactory communication channel out there, ahead of email, mobile apps, and social media.<\/p>\n\n\n\n<p>However, just adding a <a href=\"https:\/\/chatsupport.co\/features\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">live chat feature to your website<\/a> may not be enough to provide the stellar customer service your clients expect. It takes some serious effort and cooperation from your customer support team to truly build it into your customer service strategy.<\/p>\n\n\n\n<p>In this article, we\u2019ll teach you what live chat is, highlight its benefits, and provide real use cases for small businesses.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The many benefits of Live Chat Messaging<\/h2>\n\n\n\n<p>Benefits of live chat go beyond an effective ticketing system. The best live chat software is a multi-faceted tool that rounds out your customer acquisition, customer satisfaction, <em>and <\/em><a href=\"https:\/\/chatsupport.co\/benefits\/increase-sales-conversions-live-chat\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">bottom line<\/a>. Let\u2019s take a look at a few of those below:\u00a0<\/p>\n\n\n\n<ul><li>Greet and engage all website visitors<\/li><li>Provide context and answers to your visitors in real-time<\/li><li>Personalize the customer experience and project your brand voice<\/li><li>Hit more KPIs&nbsp;<\/li><li>Get more qualified leads<\/li><li>Save on traditional marketing and customer acquisition costs<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Greet and engage all website visitors<\/h3>\n\n\n\n<p>Within a few seconds of a website visitor arriving on your site, you can automatically deliver a welcome message via your live chat widget. This lets them know you\u2019re available to answer any questions as they browse and puts you in a better position to offer the support they need.&nbsp;<\/p>\n\n\n\n<p>And the best way to offer that support is through targeted greetings with a chat campaign. Targeted greetings allow you to automatically send a specific message to people who meet your predetermined criteria.<\/p>\n\n\n\n<p><strong>Pro-tip: <\/strong>You can use <a href=\"https:\/\/chatsupport.co\/support\/dashboard\/how-to-setup-a-chat-campaign\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">ChatSupport\u2019s chat campaigns<\/a> to make announcements and share news about your company, like special offers, new features, and more. The options are limitless!<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Provide context and answers to your visitors in real-time<\/h3>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img decoding=\"async\" loading=\"lazy\" width=\"1024\" height=\"536\" src=\"https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/11\/unnamed-4-1024x536.png\" alt=\"Provide context and answers to your visitors in real-time\" class=\"wp-image-199\" srcset=\"https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/11\/unnamed-4-1024x536.png 1024w, https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/11\/unnamed-4-300x157.png 300w, https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/11\/unnamed-4-768x402.png 768w, https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/11\/unnamed-4.png 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n\n<p>The beauty of live chat is that, true to its name, <a href=\"https:\/\/chatsupport.co\/features\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">it takes place in real-time<\/a>. With live chat, one of your staff members is there to provide answers to someone on the other end of the screen.\u00a0<\/p>\n\n\n\n<p>With live chat, your website visitors not only get the information they need, but they also get to know your brand through the chat experience. And best of all, it only takes a few minutes. What may take five minutes to figure out in live chat could easily take a few days to sort through via email.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Personalize the customer experience and project your brand voice<\/h3>\n\n\n\n<p>A personalized live chat experience can manifest in two distinct ways:<\/p>\n\n\n\n<ol><li>Already using customer relationship management (CRM) software? Connect it to your live chat and have your customer information available at all times to provide a truly personal experience. If Sally A. is one of your best customers, then she\u2019ll have a better experience when her agent recognizes her purchase history. By keeping a record of all previous interactions, your agents can draw upon them in chat conversations to provide better service.<\/li><li>When you implement live chat, you\u2019re quite literally giving your brand and company a voice. Someone from your support team actively engages and talks to your customers, and this gives a human element to your company that competitors may be lacking.<\/li><\/ol>\n\n\n\n<h3 class=\"wp-block-heading\">Hit more KPIs&nbsp;<\/h3>\n\n\n\n<p>Hitting all of your <a href=\"https:\/\/www.business2community.com\/customer-experience\/top-5-kpis-every-live-chat-manager-needs-to-track-02316453\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">key performance indicators<\/a> (KPIs) can be a challenge. WIth a live chat support option, however, you improve the overall customer experience and increase customer satisfaction rates. And, since it can help with lead generation and cost savings (more on those in a minute), it\u2019ll make it easier to hit those goals, too!\u00a0<\/p>\n\n\n\n<p>As you hit more KPIs with live chat, you\u2019ll be able to aim higher, accomplish more, and scale your business in ways that might not have been possible before!<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Get more qualified leads<\/h3>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img decoding=\"async\" loading=\"lazy\" width=\"1024\" height=\"536\" src=\"https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/11\/unnamed-3-1024x536.png\" alt=\"get more qualified leads\" class=\"wp-image-200\" srcset=\"https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/11\/unnamed-3-1024x536.png 1024w, https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/11\/unnamed-3-300x157.png 300w, https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/11\/unnamed-3-768x402.png 768w, https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/11\/unnamed-3.png 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n\n<p>It\u2019s true that many people rely on live chat for customer service after the sale, but that\u2019s not the only thing it\u2019s good for! In fact, live chat can increase your lead volume by <a href=\"https:\/\/neilpatel.com\/blog\/live-chat\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">as much as 40%<\/a>, while also increasing conversion rates by up to 45%.\u00a0<\/p>\n\n\n\n<p>Think about how many times you\u2019ve wanted to ask questions about a product <em>before <\/em>you made a purchase. Even after checking the help documentation, you didn\u2019t find what you were looking for. If only you had the answers to your questions that would help you cross that checkout finish line.<\/p>\n\n\n\n<p>Live chat connects you with people who can help right away, whether you\u2019re already a customer or just thinking about becoming one. Live chat enables a level of support that increases both the likelihood of qualified leads <em>and<\/em> <a href=\"https:\/\/chatsupport.co\/benefits\/increase-sales-conversions-live-chat\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">extra sales<\/a>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Save on traditional marketing and customer acquisition costs<\/h3>\n\n\n\n<p>Since live chat increases leads, you can spend less on other marketing and <a href=\"https:\/\/chatsupport.co\/blog\/customers\/customer-acquisition-strategy\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">customer acquisition methods<\/a>.<\/p>\n\n\n\n<p>Your team members can proactively start chats with your customers instead of waiting for customers to come to you (which is the case with many traditional inbound customer acquisition methods). In fact, some data suggests that you <em>should <\/em>be actively reaching out to your customers first. According to one study, chat-to-lead <a href=\"https:\/\/www.shoppop.com\/blog\/live-chat-marketing-customer-acquisition\/#:~:text=experience.%20According%20to-,one%20study,-%2C%20proactive%20chat%20demonstrated\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">conversion rates are as high as 77%<\/a>. And when you consider that <a href=\"https:\/\/snapengage.com\/live-chat-for-marketers-examples-and-use-cases-to-try-in-2021\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">about half of customers<\/a> favor brands that use proactive chat, there\u2019s no reason to skip it!<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Live Chat best practices to help you master customer support<\/h2>\n\n\n\n<p>Convinced it\u2019s time to add live chat software or other messaging apps to your website? Before you get started, here are a few things to consider. Implementing these best practices ensures your agents are happy and your customers are, too. Let\u2019s review:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Place your live chat window strategically<\/h3>\n\n\n\n<p>To set yourself up for success <em>and <\/em>make your website easily navigable, your <a href=\"https:\/\/chatsupport.co\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">live chat software<\/a> window should be visible. That means placing it somewhere that will grab attention. However, be careful not to place your window in a way that distracts the customer. Moreover, ensure that it doesn\u2019t negatively impact the user interface.\u00a0<\/p>\n\n\n\n<p>Typically, this is the lower right corner of a page. In this position, it won\u2019t block other navigation buttons or critical information. You can also place your live chat windows on all the critical web pages. These include your:&nbsp;<\/p>\n\n\n\n<ul><li>Home page<\/li><li>Any service\/feature page<\/li><li>Any product page<\/li><li>FAQ pages<\/li><li>Returns or policy pages<\/li><\/ul>\n\n\n\n<p>Alternatively, you can try a small, bright-colored button that opens the chat window whenever it\u2019s clicked. The bright color helps the button to stand out without the user having to scan the page to find it. Take a look at the example below:<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img decoding=\"async\" loading=\"lazy\" width=\"1024\" height=\"662\" src=\"https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/11\/unnamed-2-1024x662.png\" alt=\"Live Chat best practices\" class=\"wp-image-201\" srcset=\"https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/11\/unnamed-2-1024x662.png 1024w, https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/11\/unnamed-2-300x194.png 300w, https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/11\/unnamed-2-768x496.png 768w, https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/11\/unnamed-2.png 1306w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">Show your face<\/h3>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-full\"><img decoding=\"async\" loading=\"lazy\" width=\"361\" height=\"612\" src=\"https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/11\/unnamed-1.png\" alt=\"live chat with a face\" class=\"wp-image-202\" srcset=\"https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/11\/unnamed-1.png 361w, https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/11\/unnamed-1-177x300.png 177w\" sizes=\"(max-width: 361px) 100vw, 361px\" \/><\/figure><\/div>\n\n\n\n<p><a href=\"https:\/\/chatsupport.co\/how-it-works\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Human connection<\/a> is vital\u2014and online, people rely on photos to connect with the person they\u2019re speaking to. Without the visual, it\u2019s harder to make a connection\u2026 and without connection, building a relationship and making that sale becomes much more difficult.<\/p>\n\n\n\n<p>An agent profile photo shows people they\u2019re chatting with a real person, which is critical for allowing them to speak freely about their experience.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Always be transparent with wait times<\/h3>\n\n\n\n<p>Just like with phone customer service, high live chat volumes may mean longer wait times for customers. No one likes to wait longer than they have to, but if you see that your lines are getting a bit long, you can let the customer know what to expect. Setting the expectation allows them to decide whether to wait for an agent or to come back later. Informing a customer about a 10-minute response time is far better than leaving them wondering if they\u2019ll ever be connected.<\/p>\n\n\n\n<p>The truth is, not all customer issues can be resolved in a matter of minutes. If support agents are busy with more complex issues that require escalation or further routing, keeping the customer aware of what\u2019s going on is crucial.<\/p>\n\n\n\n<p><strong>Pro-tip:<\/strong> With the live visitor queue, agents on duty can see how many visitors are in the online chat pipeline at any given moment. This information helps provide more accurate wait times, resulting in a better customer experience.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Create save replies for your most common questions<\/h3>\n\n\n\n<p>In the world of sales and support, you\u2019re bound to have a lot of the same questions over and over again, even if your self-service options address them. Some example questions for which you can create saved replies are:&nbsp;<\/p>\n\n\n\n<ul><li>What is your return policy?<\/li><li>Where is your store located? What are its hours of operation?<\/li><li>What if I want to exchange something?<\/li><li>My item arrived broken or damaged. What can I do?<\/li><li>I lost my order confirmation\/receipt. What should I do?<\/li><\/ul>\n\n\n\n<p>Since your agents can easily run multiple conversations at once (saving you time and money, by the way!), one of the easiest ways to keep chats productive is to use canned replies for your most frequently asked questions (FAQs).<\/p>\n\n\n\n<p>You can even use these replies to start and finish conversations, send links to help articles, and provide pricing information to your leads.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Staff live chat with real humans<\/h3>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img decoding=\"async\" loading=\"lazy\" width=\"1024\" height=\"536\" src=\"https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/11\/unnamed-1024x536.png\" alt=\"live chat professionals\" class=\"wp-image-203\" srcset=\"https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/11\/unnamed-1024x536.png 1024w, https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/11\/unnamed-300x157.png 300w, https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/11\/unnamed-768x402.png 768w, https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/11\/unnamed.png 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n\n<p>There\u2019s nothing wrong with using chatbots to start chats and guide people to the knowledge base or help desk material. You\u2019re an online business, after all. However, that shouldn\u2019t be the only thing you use to support your live chat initiative.&nbsp;<\/p>\n\n\n\n<p>Having real humans on staff is key to making sure your live chat users get fast responses, with the helpful information they\u2019re looking for. After all, <a href=\"https:\/\/www.inc.com\/dom-price\/yes-chat-bots-are-incredibly-efficient-but-your-customers-hate-them.html\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">nearly \u2154 of U.S. customers<\/a> surveyed said they believe brands automate <em>too much; <\/em>so much that they\u2019re losing the human touch.<\/p>\n\n\n\n<p>Go beyond including a photo of the live chat agent. Have them introduce themselves by name. Allow agents to use video chats and to provide email addresses or a contact number for phone calls if follow-up is needed.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Enhance the customer experience with ChatSupport<\/h2>\n\n\n\n<p>You can have the best website with a ton of great products, but without a live chat solution, you\u2019re cutting your conversions <em>and <\/em>customer satisfaction short.<\/p>\n\n\n\n<p>With a bit of planning and setup, you can create a robust live chat experience for anyone who visits your website, whether they\u2019re a first-time visitor or long-time customer.<\/p>\n\n\n\n<p>Ready to start your live chat support? You can <a href=\"https:\/\/app.chatsupport.co\/signup\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">start for free right now<\/a> or get in touch with us to learn more about our live chat tool.\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"<p>What is Live Chat Support? A live chat service is more than a one-on-one, real-time conversation with a prospect or customer. It\u2019s a support channel<\/p>\n... <a href=\"https:\/\/chatsupport.co\/blog\/services\/live-chat-software-best-practices\/\">read more<\/a>.","protected":false},"author":7,"featured_media":204,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Live Chat Software Benefits For 2026 - Blog<\/title>\n<meta name=\"description\" content=\"Find yourself asking, \u201cWhat is live chat?\u201d Get the answer and everything else you need to know about live chat here!\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/chatsupport.co\/blog\/services\/live-chat-software-best-practices\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Live Chat Software Benefits For 2026 - Blog\" \/>\n<meta property=\"og:description\" content=\"Find yourself asking, \u201cWhat is live chat?\u201d Get the answer and everything else you need to know about live chat here!\" \/>\n<meta property=\"og:url\" content=\"https:\/\/chatsupport.co\/blog\/services\/live-chat-software-best-practices\/\" \/>\n<meta property=\"og:site_name\" content=\"Blog\" \/>\n<meta property=\"article:published_time\" content=\"2021-11-24T18:55:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-04-26T13:15:11+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/storage.googleapis.com\/chatsupport-liveblog\/1\/2021\/11\/unnamed.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1280\" \/>\n\t<meta property=\"og:image:height\" content=\"853\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Chat Support\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Chat Support\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"9 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/chatsupport.co\/blog\/services\/live-chat-software-best-practices\/\",\"url\":\"https:\/\/chatsupport.co\/blog\/services\/live-chat-software-best-practices\/\",\"name\":\"Live Chat Software Benefits For 2026 - Blog\",\"isPartOf\":{\"@id\":\"https:\/\/chatsupport.co\/blog\/#website\"},\"datePublished\":\"2021-11-24T18:55:00+00:00\",\"dateModified\":\"2022-04-26T13:15:11+00:00\",\"author\":{\"@id\":\"https:\/\/chatsupport.co\/blog\/#\/schema\/person\/e4c9f129c043364b91c0ffdc9c66734b\"},\"description\":\"Find yourself asking, \u201cWhat is live chat?\u201d Get the answer and everything else you need to know about live chat here!\",\"breadcrumb\":{\"@id\":\"https:\/\/chatsupport.co\/blog\/services\/live-chat-software-best-practices\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/chatsupport.co\/blog\/services\/live-chat-software-best-practices\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/chatsupport.co\/blog\/services\/live-chat-software-best-practices\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/chatsupport.co\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"What is Live Chat? 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