What is live chat?

Live chat (also called web chat or live web chat) is a tool added to your website that lets you communicate with visitors in real time, and a well-run live chat service can turn casual browsers into new enquiries, with 42% of live chats resulting in new business.  

Live chat (sometimes called web chat or live web chat) is a tool you can add to your website that allows you to communicate with visitors in real time.

Similar to the instant messenger functions on social networking sites like Facebook and LinkedIn, live chat usually appears as a small window in the bottom-right corner of your website. Live chat is most commonly used by consumers who want to ask questions or get help from businesses quickly and without having to call.

If you're not sure whether live chat is right for your business, it's worth asking yourself the question: What is my website for? If it was created to answer questions about your products and services, communicate with both existing and potential customers, sell products or generate new leads then it's a no brainer; you should think seriously about adding live chat to your website.

42% of live chats result in new business

Live chat allows you to engage with customers in a whole new way. It catches the growing number of millennial consumers who communicate primarily by text and email, those who might not be compelled to call but have questions that you can answer. By offering the chance to speak to you via an instant, no-pressure medium you will grow your customer base exponentially. Moreover, you will stop impatient browsers from moving on when they don't see what they want right away.

37% of live chats occur outside of core business hours

It is essential that you choose a live chat system that shows customers whether you are on or offline. This ensures that expectations are managed and nobody sits on your website expecting a reply that won't come. You can choose either to hide the live chat button when you're unavailable, or change your 'chat now' call to action to 'contact us'.

For businesses who want to offer an enhanced customer experience and ensure maximum lead generation, it's worth partnering with an outsourced service provider who can help manage your chats on an overflow basis, when you're unavailable or even 24/7. With a high quality live chat partner, you won't miss out on leads when you're carrying out core business tasks, you'll even snag new enquiries when you're out on lunch, on holiday, sick and even sleeping!

Moneypenny handles 2 million chats per year

We are revolutionising the way businesses manage their live chat, combining gold-standard software with amazing Moneypenny PAs to ensure no chat goes unanswered. Our complete people and technology solution is the ultimate live chat service for any business keen to maximise the value of every website visitor.

How much does live chat cost?

Live chat pricing varies depending on chat volumes, coverage hours and the level of service you need. Some providers charge per chat, others use monthly usage bands, so it's worth understanding exactly what's included in the base price before comparing options. Entry-level packages tend to suit lower volumes and standard hours, while higher-tier plans typically add 24/7 cover, CRM integration and dedicated reporting.

Because outsourced live chat captures enquiries around the clock without adding internal headcount, it's often more cost-effective than the time and resource it would take to staff chat in-house.

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Frequently asked questions

• What is live chat?

Live chat, sometimes called web chat, is a tool added to a website that allows real-time communication with visitors, usually appearing as a small window in the corner of the screen.

• How much does live chat cost?

Pricing varies depending on chat volumes, coverage hours and the level of service. Some providers charge per chat, while others use monthly usage bands.

• Does live chat actually generate new business?

Yes. 42% of live chats result in new business, and 37% of live chats happen outside of core business hours, which is why out-of-hours and overflow cover matters.

• Can live chat be outsourced?

Yes. An outsourced live chat provider can manage chats on an overflow basis, when you are unavailable, or 24/7, so enquiries are captured even outside working hours.

• Should I show whether I am online or offline on live chat?

Yes. A good live chat system should show customers whether you are on or offline so expectations are managed. You can hide the chat button when unavailable, or change the call to action to something like "contact us".