Do you already know the importance of online chat for small, medium and large companies?
Whether for customer service, customer relations or to boost sales, this is a very powerful tool that is increasingly gaining ground in brand strategies.
Learn more about this type of solution and the benefits it offers.
What is an online chat for websites?
Mock-up of an online chat platform
Online chat for websites (also known as live chat or live chat ) is a tool through which you can chat in real time with your website visitors.
This type of solution can have a data storage system and automatic response france mobile database programming for simpler interactions or to perform “pre-service” or triage, thus enabling scalable service between the company and its audience.
On some platforms, it is also possible to unify the brand's service channels (website, Facebook Messenger, Instagram WhatsApp, etc.), centralizing demands and facilitating the organization of the process.
You may also like: Main Growth Strategies to Apply in Your Company
Online chat or chatbot?
You may be wondering, “Are online chat and chatbot the same thing?” Not exactly.
While online chat works as a real-time conversation tool, a chatbot is a tool in which interactions with the user are programmed through artificial intelligence or through question and answer flows.
What Leadster offers, for example, is a chatbot focused on marketing and sales, while Jivochat's solution is an online chat focused on customer service.
Read also: How to Use a Chatbot in Digital Marketing? Success Stories
Do you know the types of online chat?
Mock-up of various online chat platforms
There are different types of online chat: paid, free, with different technologies, rules and complexities…
We covered all of these types in the post “ Marketing or Customer Service Chatbot? How to Choose the Best One for Your Company ”.
Here, we separate the chats according to the desired usage objectives:
Online support chat
Focused on providing information or answering questions about a product, service or process, customer service and support teams need to be able to answer a wide range of questions.
Online chat aimed at this type of audience takes into account their specificities and success metrics, such as response time, satisfaction rate, abandonment rate, NPS – among others.
This type of chat can also function as a kind of automated FAQ and is interesting because it quickly provides the visitor with exactly the answer to the question they have.
This type of chat is usually located in the logged-in area of the website.
Read also: Chatbot for Small Businesses: What are the Best Models?
How does online chat improve your customer service?
Have you, as a consumer, ever been irritated when trying to find information on a brand's website and simply not finding it?
Or, even trying to contact customer service and waiting forever on the line for a response?
An online customer service chat can help resolve this type of situation, as it automatically provides more basic information, resolves common queries and allows the customer service team to help the consumer with what they need in real time.
This makes service easier and the process faster, which improves customer satisfaction.
Online sales chat
Aimed at sales teams, this type of online chat aims to help generate qualified leads, understanding consumer habits and interests, in addition to gathering relevant information in a much more natural and spontaneous way during the conversation.
It's a way to quickly connect prospects to the sales team, while they're browsing the website and engaging with the content.
Typically, this type of chat is located on the home page, pricing pages, and product pages.
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