How Does Live Chat Customer Service Work?

Adam Alred • 09 Nov 2022 • 2 min read

Customer support can come in many forms, but some are clearly much more user-friendly than others. One tool for providing customer service that’s becoming increasingly popular is live chat support, and it’s not hard to see why. Live chat support is similar to messaging services in that customers can type out their questions on their phone or computer and get a response back from a customer service representative. But while it could take a while to get a response with messaging services, live chat support is instantaneous. You don’t have to wait for someone to check their messages; you get the answers you need right then, in real-time. Customers can talk directly to a real person about their concerns and get the service they need without wasting time.

How Does Chat Support Work?

Understanding how chat support works starts with adding a live chat widget to a business’s website or mobile application. Then, users can initiate a chat if they need customer service. As soon as the chat is initiated, the user is linked to a customer service representative who either works for the company or works for a live chat service that the business works with. The representative’s job is to address the customer’s concerns within a few minutes of their initial message. Live chat agents can answer questions about the business and its products, suggest products that meet a customer’s needs, and guide users through the ordering process. Nearly any need that a customer might have can be handled quickly and easily.

How Does Live Chat Customer Service Work Better Than Other Options?

The biggest benefit of live chat support is speed. Customers can connect with a real person and get the answers they need immediately, rather than waiting for a response to an email or being put on hold on the phone. And with live chat, it’s possible for one agent to potentially help several customers at once, reducing the backlog that can happen when your only avenue for customer support is your office phone line.

It’s also important to note that when you use a live chat service, you can also be available to help customers all over the world whenever they need you, not just during your regular business hours. Live chat agents can help your customers whether they need assistance at 10 a.m. on a typical Tuesday or 10 p.m. on Easter Sunday. When you’re always there for your customers, they’re more likely to form a positive impression of your business and potentially buy more products and services from you down the line.

Get Started With Live Chat Support Today

If you’re curious about how chat support works because you’re considering adding this service to your website or app, VoiceNation can help. Alongside our top-quality live answering service, we also offer live chat support service, and both of these are available 24/7, even on weekends and holidays, so your customers can always get the help they need. Contact us today to sign up for a free trial and see how chat support can work for your business!

By Adam Alred

VP of IT @ VoiceNation