Live chat is a customer / visitor support tool that allows a customer service representative to converse in real time via typing with a potential customer.
Live chat services favor sales by assisting and resolving customer queries and by upselling and cross-selling propositions.
Live chat service can be managed internally or outsourced to external agents. A chat operator can manage multiple visitors at the same time. The live chat software is usually a saas solution.
Live chat can be proactive or passive (see proactive live chat and passive live chat).
Boldchat Live Chat E-ffectiveness study 2012 (2027 respondants on a third party opt-in panel):
See other figures on Proactive live chat
An example of proactive live chat support :
An evaluation of a live chat session:
An example of live chat operator job offer: