What is a real-time chat?
Jan. 3, 2019, 3:16 p.m.
Real-time chat means customers can contact you instantly when they have a question or a problem - no need to wait on a phone line or wait for an email reply. That’s the biggest advantage of live chats - you can get a reply in a much shorter time than if you used email or phone.
More than half of all customers prefer to chat with someone in real-time and online, rather than call a company for support – not only they get an answer much faster than by phone or email, they can also continue to do other things while talking with the customer service team. Look at it this way: if you needed to call the support center with an issue, what way would you use to have your problem solved in the fastest way possible?
- Email: you don’t know when someone will read it and respond to it. And can they even help with your issue.
- Phone: very fast if you manage to call the support on your first try which is… hard to do. And if you called the right person. And if you had all possible documents (customer ID, license number and so) prepared beforehand. And if you knew you have to prepare them beforehand. And if you don't have to send the support any documents.
- Live chat: connect to support and get help/answer to your questions almost immediately – you can also quickly send them any documents the support might need, via the chat window.