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Guide to Live Chat

Sarah Blackstock

Imagine walking into a store and seeing zero employees. As you wander the aisles, still no one is in sight. When you have a question about a product you’re interested in, you can’t find anyone to help. A website without a quick and clear way to reach a person is a lot like that. And that’s why live chat is an essential part of providing the kind of customer service necessary for success today.

To modern consumers, offering live chat is a signal that a business wants to connect, is open to feedback, and is focused on customer satisfaction. Furthermore, the simple appearance of being open and available goes a long way in making a potential customer feel comfortable opening an account or spending money on your website.

In this guide, we’ll cover:

  • Why you need to add a chat tool to your website now,
  • How to use chat for sales and lead generation,
  • The best ways to help customers with live chat,
  • How to use a knowledgebase alongside chat,
  • How marketing and product people can use live chat too,
  • Dealing with incoming chats while you’re offline,
  • Setting appropriate expectations to make customers happy,
  • Choosing the right chat tool for your team,
  • When to use a chatbot,
  • How to collaborate over the chat tool,
  • Measuring the success of your chat system, and
  • Training agents to provide top-notch support in chat.

Let’s dive in!

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2.
Why offer live chat?