Live Chat: Its Benefits and Importance to Your Business

Running your business involves making sure you meet your customers’ demands. It means you have to keep your lines of communication open at all times. You may already have email, phone, and even social media support to address your target audience’s needs, but these methods may not be enough. Some customers are not comfortable making phone calls, while others have urgent questions that cannot be immediately addressed when waiting for an email response.
Thus, it’s best to take advantage of live chat support services to stay ahead of the competition. Learn more about it and its importance in your business through this article.

What Is Live Chat Support?

Live chat support is an online service tool that combines real-time conversation, data collection, and link sharing. It uses live chat software that can be added to your website and lets visitors who need immediate help have text-based conversations with a customer service support staff or an AI bot who can quickly reply to them.
This tool can help you provide a better customer experience. It is beneficial if your customers and prospects fail to find answers to their questions due to a lack of information on your website or social media accounts.

What Are the Advantages of Managed Live Chat?

Real-time communication is crucial to your business. It lets you provide answers to your customers’ questions faster, resolve difficulties without misunderstandings, and ensure a hassle-free purchasing experience.
If you are running an online store, your customers can have a hard time shopping because they can’t see or try out your products or services, especially with a lack of support from the business. The good news is that by having a live chat on your website, you can help choose the best products for them by convincing them to select a service package or guiding them in determining a model or size that suits their needs and preferences. Here are some ways live chat services can help your business:

  • Establishes a long-term relationship with your customers

A long-term relationship with your customers is essential, and you can establish that through live chat. It allows you to initiate a conversation, make your visitors feel supported, and show them that you are ready to assist them at any time.
Since you can give them accurate information and advice on the products or services they need, they are confident and assured because they can reach out to you for help. As they receive a satisfying customer service experience, they are more likely to return to your website and purchase from you.

  • Facilitates effective communication

A live chat lets you facilitate effective and efficient communication with your customers, especially those with urgent questions. It also allows you to exchange links to a specific page of your website or product.

  • Lets you process multiple requests

A text chat lets you communicate with multiple customers at the same time. As you process multiple requests all at once, you can address their needs efficiently and increase your chances of providing better customer service. 

  • Helps you analyze your customers’ needs

One of the best advantages of adding a live chat feature on your website is that it lets you gather information about your customers and understand them better. You can collect this data by asking specific questions and use them to analyze consumer behavior, problem areas, and points of improvement and continue to develop your efforts to create more personalized purchase experiences. 

  • Increases your consumers’ loyalty

A live chat feature gives you the chance to provide high-quality customer service. As you continue responding to your visitors’ questions promptly and addressing their concerns, they can become loyal customers and even recommend you to their friends and family. Your website can also get more popular in the long run when more people visit your page.

  • Makes you unique

With the tough competition, standing out among other businesses is more important now than ever. You can set yourself apart from your competitors by seeking outsourcing service providers who can manage live chat on your website. This way, you can attract your prospects’ attention and turn them into paying customers.

  • Speeds up the purchasing process

Purchasing online can be difficult for your customers because of the many options they can choose from. With live chat, you can provide real-time answers and recommendations to help them make a better-informed purchasing decision. It also lets them process information easier through textual data, unlike phone calls. As a result, they can choose which product to buy faster, and you can speed up the purchasing process.

Is the Live Chat Feature Expensive?

Whether you are running a start-up or an already established company, managing your finances wisely is crucial. You may be concerned about going over the budget when you use the live chat feature. Fortunately, you can cut down your costs when you hire someone from a reputable remote staffing agency.
Outsourcing staff lets you reduce your number of agents and expenses for customer support since you won’t need to recruit and train employees by yourself. These live chat agents will study your range of products and services, the process of purchase, delivery, and other important aspects of your business, and they can explain them to your customers in detail.

Is Outsourcing Staff the Right Option for My Business?

You may think that your in-house employees can easily manage live chat because it only involves answering customers anyway. But it actually takes a lot of effort and patience to deal with their concerns, especially the disgruntled ones.
By outsourcing a support team to manage your live chat, you are assured that they are used to listening to consumers, showing their interest, and giving a unique approach to every case. They can easily handle customer complaints professionally and politely.
A well-prepared support team can also help improve your sales by assisting with every step of the order in real-time. For instance, if your customer doubts whether they want to buy your product, the agent can motivate them to purchase by emphasizing its features or offering a discount coupon. Best of all, they can help you establish an emotional connection with your customers and encourage them to purchase your products or services.
Some agencies also offer 24/7 chat support to ensure you meet your visitors’ needs at any time. As a result, you can save money while increasing your website conversion rate, satisfying your customers, boosting your sales, and improving the quality of your customer service.


Live chat support offers many benefits to your business and customers, like those listed above. Setting this feature up on your website may be easy, but maintaining it can be stressful since it requires careful thought and effort. To save yourself the hassle of being bombarded with questions and concerns, seek outsourcing services.
Deliver excellent live chat support experience with live chat outsourcing in the Philippines by CrewBloom. Our highly trained professional chat support agents can help you meet your customers’ needs and demands. Book a call to request a quote today!

Share this post


More Posts

Related Topic


Submit the form below to get started!