How Live Chat Helps Businesses and Consumers

Shopping, paying bills, looking for information, getting advice, answering questions: if you do almost anything online these days, you’ve probably encountered—and maybe used—live chat to communicate with a company. If so, you’re not alone. Use of live chat has soared from 30% in 2009 to 52% in 2013 and continues to climb. In fact, nearly a third of consumers expect live chat to be available when they come into contact with a brand. Customers have also reported highest satisfaction rates on live chat (73%) as compared to traditional platforms like email (61%) or phone (44%).

Most organisations now provide service and support across multiple channels, including email, phone, social media and live chat. Why? Because…