Live Web Chat and why your business should utilise its potential
by Andy Connell

13th June 2018

In an increasingly digital economy, it is essential to continually develop systems to ensure that your business is connected with your new and existing customer base.

Your customers’ experience is the most important area of your product or service.

Pre and post-sales service and support are critical to establishing and maintaining a positive relationship with your customers. This is key for:

  • increasing customer loyalty.
  • increasing the amount of money each customer spends.
  • increasing how often a customer buys from you.
  • generating positive reputation online and through word-of-mouth.
  • decreasing barriers to buying for hesitant buyers.

This is where a live web chat solution come in and, in this post, I will discuss how it can improve your business and maximise performance and effectiveness across multiple departments.


  1. Convenience

A web chat creates convenience for both customers and staff alike.

A lot of customers are hesitant when it comes to picking up the call to speak to a business so creating an informal platform for people to contact on breaks down that barrier. It also allows customers to continue on the website rather than having to navigate away, which can be especially true on mobile sites which therefore means any queries are dealt with quickly.

For staff, it gives them more of an opportunity to find the right answer rather than rush and potentially provide false information. It also allows for multiple users on a single chat to ensure that the most relevant people are involved without having to continually transfer to various departments.

  1. Cuts down on expenses

Live chat software has consistently demonstrated that it can save on both employee task time and phone expenses. Some of the most notable cost savings are:

  • Live chat reduces overall contact centre costs by lowering average interaction costs.
  • Increases efficiency by allowing live chat support staff to handle multiple chats simultaneously, thus reducing the need to hire more representatives.

Outsourcing your customer support allows your office staff to remain in their respective departments rather than having to deal with customer enquiries that may not be in their remit. This can be vital in SME’s.

  1. Increases sales

The key is that customers have someone who can immediately walk them through a sale if they become confused or have a question that can make or break a sale. This helps eliminate bounces away from retail websites and ensure that full shopping carts make it through check out.

  1. Reduce customer pain points

Live chat provides immediate access to customers’ pain points. When customers use live chat, they are aiming to push people through the sales funnel for their product or service. In addition, as live chat representatives talk to customers, they can find out ways to improve a company’s products and services and in turn, with the plethora of features that a live web chat software holds, improve on the customer service experience.

  1. Scalability

Technology forms a crucial part of the services we offer to our clients. In an increasingly digital economy, the need to run a fully scalable solution is ever increasing.

This is why using a live chat feature is so important. The latest developments in Artificial Intelligence mean that chatbots are becoming used more and more often and allow any size of company to have a solution that supports their sales and customer service teams.

A chatbot is an artificial, automated service which is integrated with your chat interface. The AI bot operates within a pre-defined set of rules and parameters. Yes, it is something that can only answer a limited set of enquiries but for the first point of call for customers, it can be ideal, especially if you are working within a small team.

As CLCA Call Direct’s list of clients expands, AI is an area that will be heavily invested in, however, the human touch is often underrated.

I recently wrote a blog post regarding this topic:




Overall the use of a live web chat plugin is the perfect way to start interacting with your customers in real time. This is becoming ever increasingly important due to the huge amount of competition in most industries.

The chances of pushing customers through the sales funnel in order to complete a conversion can be enhanced through these simple plugins. The humanistic touch that a live chat feature can provide may be the convincing factor in getting your customer to purchase through your company rather than your competitor. It also presents a better opportunity for customers to get in touch with the company once the conversion has made, which can then lead to a potential amplification of your company due to the good customer service.

The development of AI technology will surely mean that the live chat feature will become more and more automated and intelligent. The feature itself can become a real driving force in the customer sales funnel and one that should not be ignored.

At CLCA Call Direct, we are experts in the field of customer service and, with our non-voiced solutions, we are able to fully integrate quickly and efficiently into your business and make a real impact on your sales and customer service. | +44 (0)333 600 5005 |