Benefits of Live Chat and How to Use It

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hey guys in today's video I'll be
talking to you about what live chat is
or why it's important and how you can
utilize it in your live agent dashboard
so what is live chat so live chat is an
amazing tool that businesses can utilize
to chat in real-time with their website
visitors so what this means is that if
someone is browsing your website and has
a question about a certain product or
pricing or they can't find something on
your website they can just click this
chat button that's over here on your
website and they can get their questions
answered almost immediately or in a much
shorter time than they would if they
sent an email or we're trying to call
you and so on and so forth so why is it
important it's important because
customers that are already talking to
you on live chat are 35% more likely to
purchase from you than if they did not
contact you on live chat so you know
that they're already interested and they
just need that little confirmation a
little answer from you and if you do
give them that Pleasant customer
experience if you're knowledgeable and
quick and you give them a personalized
answer they're going to buy and so it's
important because basically the faster
you're applying you give them its
experience the faster you're going to
convert that website visitor into an
actual customer and you don't want to be
giving up on that you don't want them to
go to the competition so this is how you
can utilize live chat and I'll be
showing you how it works within live
agent and how flexible and customizable
it is so what you want to do is you want
to go into your live agent dashboard and
you want to go into settings and once
you're in settings you want to click
chat and then chat buttons and here's
how you can create a new chat button
this is all the chat buttons that we
already have so you can see it says if
they're displayed or not display this
one is displayed this is the cool button
it's the one that's over here on the
site but this is how you make a new
button there's a bunch of templates that
you have given already here's the most
popular ones that you have some that are
in a bubble style size style cord
style etc so whichever one you choose
it's very customizable based on either
color or text or whatever you have that
you want to do so right now I'll
actually just be using this button to
show you how it works
but I just want to show you that also
the buttons that you already have
they're not set in stone you can always
edit them you can change the name you
can change to which department the
tickets that comes from this chat will
go too you can change the color so as
you can see it's changing over here a
little bit the same thing you can do to
the chat window this gives you a preview
of what it will look like and again you
can change the colors to whatever you
you like and and and preview and taste
it and save it or not so you it whatever
you want to do
there's also pre chat forums that you
can enable so before if or if someone
clicks your live chat button before they
can start chatting with you they do have
to provide their name and email address
and send the message and that's going to
trigger the chat within your live agent
dashboard
there's also offline buttons so this is
basically if it's after your business
hours but somebody wants to contact you
this will come in the form of a ticket
into your live agent dashboard so now
I'll be showing you how it works in real
time and all I have to do is click over
here here's the pre-chat form it has my
name email address I'm going to say
hello I have a question and I'm going to
send that and as you can see see it says
calling on a representative it already
popped up right here my notifications
I'm not sure if you can see that I think
that's where my camera is but if I go
right over here it says incoming chat
from Sonya and I'm going to click answer
and it already has my pre-chat form
right here so it has my me and my email
address and it has my first piece of
text that I wrote which was hello I have
a question and so now I can start
answering hello how can I help you and
send and as you can see it pops up right
over here
and a very cool feature that we have
here a live agent is the all-seeing mode
so let's say my
order number is h/h whatever number
number and I need and so as you can see
I'm still typing and I'm not pressing
send but it's already showing up here in
my live agent dashboard so if I'm
dealing with this customer and they're
saying hey my order
number is blah blah blah I can start
looking it up while they're still typing
to me about what the problem is and I
can kind of get ahead of the game and
provide this amazing a customer
experience because I can be
knowledgeable about their problem
without them having to tell me much and
I can answer it very quickly so I hit
Send again it's going to pop up and so
on and so forth so this is also great
because once you finish chatting with a
customer you can also enable some
feedback forms so they can give you a
basically feedback on how you did and
you can continue this communication with
the customers or the website visitors
even after they leave you can follow up
with them through different kind of
media because you have their details and
so on and so forth so this is why it's
very important it'll help you convert
website visitors into customers is going
to increase ROI and it's going to
increase customer service satisfaction
thank you for watching hope this was
helpful
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