What is Live Chat?
Live chat is a customer support channel that allows users to interact with customer service agents in real time through text-based messaging, typically embedded on a company’s website or mobile app. Unlike email or ticketing systems, live chat facilitates immediate, back-and-forth dialogue, making it a preferred option for customers seeking quick answers.
It’s widely used in e-commerce, banking, insurance, and technology industries, where customers often require assistance during the browsing, purchasing, or onboarding stages.
Human agents typically operate live chat, though many systems now incorporate AI-driven support to handle initial enquiries before routing to a live person if needed.
Where Live Chat Fits in the Customer Experience
Live chat is a key element of omnichannel service strategies. It allows customers to get support without switching platforms, reducing friction, improving convenience, and boosting satisfaction. When integrated with CRM systems, live chat can also personalise interactions by referencing past purchases, open tickets, or user preferences.
Unlike phone support, live chat allows agents to manage multiple conversations at once, increasing productivity without compromising service. It’s also less intrusive for users and ideal for mobile-first or multilingual environments.
When paired with proactive prompts (e.g. “Need help?” pop-ups triggered by user behaviour), live chat can also drive conversions and prevent drop-offs during the customer journey.
Benefits of Live Chat for Contact Centres
- Speed and Convenience – Delivers fast, frictionless communication.
- Multitasking Capability – Agents can handle multiple chats simultaneously.
- Cost Efficiency – Often more economical than voice support.
- Customer Preference – Many users prefer chat over phone or email.
- Transcript Availability – Written records aid in training, compliance, and quality assurance.
Challenges to Consider
Live chat requires clear staffing plans to maintain responsiveness customers expect fast replies. Poorly managed live chat systems, or ones with excessive delays, can frustrate users. It’s also important to maintain tone and clarity, especially when handling multiple sessions at once.
Related Terms
- Omnichannel
- Digital Customer Service
- AI Chat
- Chatbot
- Contact Centre Channels