livechat

Live chat refers to real-time text messaging between a customer and a business representative through a website or mobile app. It typically uses a web-based chat widget embedded on the company's site or app, connecting visitors with agents or automated assistants. Messages are delivered over the internet and can include routing to appropriate agents, typing indicators, and presence status.

In operation, the user initiates chat, and the system routes to an agent based on rules such as language, topic, or workload. Features often include canned responses, transfer to specialized teams, chatbots, file sharing, and co-browsing. Many systems integrate with customer relationship management (CRM), help desk software, knowledge bases, and analytics, enabling context-aware support and ticket creation.

Deployment models include cloud-based software-as-a-service (SaaS) and on-premise solutions, with security measures like TLS encryption, role-based access, and data retention policies. Live chat is used for customer support, sales, and onboarding, offering rapid responses, higher engagement, and potential cost savings compared to phone channels.

Metrics commonly tracked include first contact resolution, customer satisfaction, average response time, average handle time, and chat-to-sale conversion.

Limitations include reliance on internet connectivity, potential privacy concerns for sensitive information, and the need for staffing to handle peak times. The format has evolved to include AI-powered chatbots, sentiment analysis, and integration with omnichannel strategies to provide seamless customer experiences.