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Live chat for websites: Everything you need to know!

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Adding a live chat to your website improves your customer service and your customers have a much better experience. As studies show, they prefer a live chat to communicate with companies over e-mail and phone. In this article, we'll give you all facts and insights you need before you start an own live chat service on your website.

Something is wrong with a product you ordered, the delivery didn't arrive on time, or you need one specific piece of information before making a purchase. What would you prefer? Waiting two hours in a call-center queue or two days for an e-mail reply? Or, how about just 46 seconds using live chat? This is the average time it takes companies to answer requests through the channel. 

With a customer satisfaction rate of 73%, live chats are already more popular than e-mail and phone for communicating with companies. The number of businesses using live chat tools on their website is growing in B2B and B2C businesses alike.

While customers mainly benefit from quick and easy support with average response times of 46 seconds, businesses save costs, are able to offer a more personal interaction and improve customer experience. As a result, they improve the reputation of their brand.

Learn here how live chats work, what benefits and disadvantages exist, how live chats compare to messaging apps like WhatsAppInstagram Direct or Telegram and how you can get a live chat for your website free of charge. We'll also show you some really cool examples. Let’s dive in!

What's a live chat?

A live chat is basically an instant messaging service for your website. Through the chat window, that is placed in the bottom right corner on most websites, visitors can ask questions about products, services, or the company itself.

A customer service agent or even a chatbot can answer the customer’s requests via messaging-tool in the background.