If there’s one thing that social media has changed for customer-company contact, it’s immediacy: People want answers right now. There’s no waiting for mail or phone call, or even email turnaround. One solution that has helped is live chat: It’s the ability of a customer to instant message someone with questions, concerns, or comments.
That real-time customer service is only expected to grow—in fact, by nearly 90 percent in just a year. So if you’re not on live chat, you need to be—for its competitive advantage, for its cost effectiveness, for its helpfulness. This graphic walks through some of the basics of live chat software.