Why Do Companies Use Live Chat?

Companies implement live chat to improve customer service, enhance CX, generate leads, and boost revenue, with 79% reporting positive impacts on sales and loyalty. Live chat is the fastest way for customers to connect with a company, offering a cost-effective, personable service that delivers a 73% satisfaction rate-higher than phone or email.

While self-service channels handle routine queries, complex issues requiring human empathy still exist, making live chat essential. It reduces operational costs compared to phone and email while improving efficiency.

Sales and marketing teams also benefit from live chat's lead generation features. Agents can proactively engage visitors based on behavior, such as time spent on conversion pages, encouraging conversations, resolving questions, and driving sales.

Visit our dedicated Live Chat resource page here.