Real-time Chat

What does real-time chat mean? 

Real-time chat or online chat or internet chat is a conversation method in which two or more users can exchange text messages, voice notes and videos regardless of their physical location so long as they have a working Internet connection. Real-time chat can also happen between brands and customers and prospects to provide order updates, provide customer service, promote products or make company announcements.  Here are some of the benefits of real-time chat: 

• Asynchronous: You can engage multiple users at one time with real-time chatting. 
• Immediate: It has a stunning response rate, more than channels like SMS and email. 
• Flexible: Real-time chat allows you to send text messages, video calls and even send entire product catalogs as carousel ads. Business account holders can create communities for mass advertising. 
• Non-intrusive: Users can continue browsing, talking on the phone, driving, working or doing whatever they want while the messages wait patiently in the chat inbox. 

With the definition of real-time chat and its benefits out of the way, we move to the best ways to use real-time chat for customer support. 

How to use real-time chat for customer support 

As a brand or customer support rep, you can offer seamless assistance without exhausting yourself or frustrating your audience using real-time chat.  

• Train agents in chatting etiquette 
• Implement SLAs for response time 
• Allow co-browsing between agents and customers for troubleshooting 
• Coach agents using customer service scenarios and role-playing 
• Integrate chat with your knowledge base and FAQ pages