Customer using live chat on laptop to interact with customer service representative

Customer Perception of Live Chat as a Service Tool: Benefits and Tips

In today’s digital age, customer service has become one of the most important aspects of any business. With the rise of e-commerce and the increasing competition in the marketplace, businesses are constantly looking for ways to enhance their customer service experience. Live chat has emerged as a popular tool in recent years and is widely used by businesses to interact with their customers. In this article, we will take an in-depth look at the customer perception of live chat as a customer service tool.

What is Live Chat?

Live chat is a form of online customer service that allows businesses to communicate with their customers in real-time via a messaging platform. Live chat can be accessed through a company’s website or mobile app, and is typically staffed by customer service representatives who are available to answer questions and provide assistance to customers.

Live chat is a popular customer service tool because it is convenient, fast, and cost-effective. Customers can chat with customer service representatives without having to pick up the phone, and they can receive quick responses to their questions. Additionally, businesses can handle multiple chats simultaneously, allowing them to provide support to a larger number of customers at once.

The Benefits of Live Chat

There are several benefits to using live chat as a customer service tool. First and foremost, live chat is convenient for customers. Customers can access live chat from anywhere with an internet connection, and they can receive immediate assistance without having to wait on hold or navigate through complicated phone menus.

Live chat is also cost-effective for businesses. It is less expensive than traditional phone support, as it allows businesses to handle multiple chats simultaneously, reducing the need for additional staff. Additionally, live chat can help businesses reduce their response times, which can lead to increased customer satisfaction and loyalty.

Customer Perception of Live Chat

So, how do customers perceive live chat as a customer service tool? Overall, customers tend to have a positive view of live chat. According to a survey conducted by Zendesk, 92% of customers feel satisfied when they use live chat for customer service, compared to 88% for email and 85% for phone support.

One reason for this high satisfaction rate is the speed of response. Customers appreciate the immediate assistance they can receive through live chat. According to the same Zendesk survey, the average response time for live chat is just 46 seconds, compared to 17.5 hours for email and 11 hours for phone support.

Customers also appreciate the convenience of live chat. They can access live chat from their computer or mobile device, making it easy to get help no matter where they are. Additionally, customers can multitask while they wait for a response, making live chat a more efficient use of their time.

Another benefit of live chat is the ability to keep a record of the conversation. This is particularly useful if a customer needs to refer back to the conversation later on. With live chat, customers can easily access a transcript of the conversation, making it easy to remember what was discussed and what was agreed upon.

However, not all customers prefer live chat. Some ]old school’ customers prefer to speak with a customer service representative over the phone, particularly for more complex and challenging issues. Additionally, some customers may find live chat impersonal, as they are interacting with a screen rather than a person.


The customer perception of live chat as a customer service tool is overwhelmingly positive. Customers appreciate the convenience, speed, and personalisation that live chat provides. Compared to other communication channels, live chat stands out as the preferred method of communication for customers. With the right approach and effective use of live chat, businesses can enhance their customer service experience and build strong relationships with their customers.

So ask yourself this.  Are you prepared to join the revolution?

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