It might also convince customers who might have been unwilling to initiate the chat, but had a question, to contact support. ![]() This reassurance tells customers that they matter, and instills a sense of trust between the customer and the brand. A lot of website owners prefer this, even if it’s simply greeting and reminding the customer that there is an available operator and that they can ask any questions if needed. Proactive chat is when the operator at the other end is able to initiate the chat. When you’re shopping for the right live chat tool for you, you need to make sure it has all of these important features. It’s an important part of ecommerce especially, since the difference between a customer purchasing a service or product, or not, can be the fact that they couldn’t reach support and the FAQ did not have the information they needed. ![]() Live Chat tools function as real time messaging applications that allow support team members to actively communicate with customers in need of help. Live Chat software is any platform, tool or software developed to allow immediate responses to customers who need support, as well as supply additional information if needed. When your agents are not visible, you can choose to hide the live chat widget or allow visitors to submit questions that your agents can respond to later via email. However, it will only work when one of your agents is online. In return, your agent can respond to them with the live chat tools. ![]() Using that window, your site visitors can ask you questions. In simple terms, live chat is a window that shows up on your site and displays some text.
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