Live Chat Support 101: Definition, Benefits, And Best Practices

Whatever business you are doing, having live chat with clients is much important, and here is live chat support 101 with the best definition, benefits and best practices to implement for your business growth.

In today’s fast pacing and constantly evolving world, customers look for a more personalized and quick approach to query resolution. Businesses have to adapt to the current trends in order to maintain a competitive advantage. One buzzword that is tossed around in the business domain is Live chat support. This tool adds a sense of personalization, and customers get a quick response catering to their short attention span. 


Scroll down to learn everything there is to know about Live Chat Support. 

Live Chat Support: What Does it Mean? 

The basic definition of live chat support is an instant messaging platform that provides support to consumers and allows them to ask queries – if any. When you visit a website, you might have seen a chat box popping up asking you if you need any help. By clicking on that, you can chat with an agent and get the answers to your questions. 

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It provides a great opportunity for businesses to have one-on-one interaction with their customers. With a quick response time, the trust of the customers also increases. 

What are the Benefits of Live Chat Support? 

There are many benefits associated with the implementation of live chat support services. Let’s take a look at these benefits:

  • Personalized and enhanced customer experience
  • Positive brand image
  • Reduces the cost of customer acquisition tools 
  • It allows you to gain customer feedback in an efficient manner
  • Furthermore, by inculcating live chat support, you will be able to know the problems your customers are facing and can derive the appropriate solutions for the same
  • It is more cost-efficient as it will reduce the additional support costs

Live Chat Support: Best Practices

Live chat support has proven to be beneficial for both consumers and businesses. Let’s take a look at a few of the best practices that should be implemented for the smooth functioning of this tool:

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Placement of the Live Chat Box

The location of the live chat support window is crucial for its smooth usage. Live chat boxes should not hinder the customer experience but add to consumer satisfaction. Therefore, the box should be placed at a suitable location. For instance, you can place the chat box at the bottom left or right, and the users can access it as needed.  

Adaptive Interface

Having a good adaptive interface allows for greater customer satisfaction and ease of use. Furthermore, better user experience leads to better communication and showcasing a good brand image. In call center services, where the main task is to have a conversation with your potential or existing customer, having an adaptive interface is necessary. 

Tracking metrics

By tracking live chat metrics, you can measure your service level and benchmark how well you’re doing, compared to your goals. The right live chat metrics can help you monitor your team’s performance against your KPIs and identify areas for improvement.

Inculcation of AI

With the implementation of AI chatbots, you can cater to customer problems at any time of the day. As a result of this, customer satisfaction and trust are increased. 

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Open to Feedback

By using live chat support, you can ask the customers for feedback. It can be in the form of options like Average, Poor, or Great. By clicking on a rating, you will get an idea of your customer’s perception and can improve your operations accordingly. 


‘Customer is king,’ this age-old saying stands true to date. To provide a better consumer experience and gain a competitive advantage, taking the assistance of live chat support is an exquisite option. From understanding the pain points of the customer to solving their queries in an instant – live chat support can help you take your business to a new level. 

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  • ICT Catalogue

    ICT Catalogue is a Tech blog focused on almost everything about Tech Apps {Hardware, Software & Gadgets}, Reviews, Best ICT How To’s, Tips and Tricks, ICT Career & Exams, IT Scholarships, IT Job opportunities and ICT News in Ghana and beyond.

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