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Making Live Chat Work for Your Business

Making Live Chat Work for Your Business

When I talk to our clients – especially those in the luxury retail space – about live chat, I get really excited. I can’t help it. Live chat is one way to provide what customers value most: high touch, personal service in a digital environment. Using live chat, business owners can provide the type of experience online that was previously available only face-to-face. Shoppers have a demonstrated preference for this type of direct, instant communication – so much so that demand for live chat rose 43% over a two year period.

[Tweet “Demand for live chat rose 43% over a two year period.”]

That being said, live chat does come with some challenges, particularly for smaller businesses. I recently talked to Spectrum Business Insights about this and would like to share and expand on some highlights of that conversation with you here now.

Providing Personal Attention Makes Sense

One of the key reasons people choose small businesses is because they expect to receive a greater level of personal attention. When you’re dealing with Amazon, you know you’re one of a hundred plus individuals that have made a purchase in that second. People don’t shop Amazon for memorable, unique experiences or personal attention: that’s your job. Live chat is an easy to implement, affordable way to provide personal attention.

Make Live Chat Available During Your Busiest Times

You can use your website data to control customer service costs. Staffing live chat appropriately does involve making one or more employees available to answer inquiries; for many small businesses, doing so 24/7 is simply unaffordable. Delve into your analytics to identify peak shopping times, and make live chat available during those times. It’s a good idea to let customers know via social media when live chat is open – that way, if they have a question, they can get an immediate answer.

Understand the Role of Chatbots

Chatbots have a role to play in making live chat manageable for the small business owner. Many of the inquiries that come in via a live chat window don’t actually require a person to answer them. Chatbots can field simple questions about store hours, stock availability and the like; the best chatbots can identify when a human response is needed and seamlessly bring a staffer into the conversation.

Review Your Data Regularly

In addition to serving as a customer service channel, live chat efficiently harvests a great deal of customer data. By regularly analyzing the type, timing, and nature of live chat inquiries, it’s possible to identify trends, recurring customer service issues, and anything else that may be impacting your customers’ experience. Regularly reviewing live chat data enables small companies to achieve competitive levels of responsiveness and personal service while maintaining reasonable cost controls.

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Creative Director/Senior Designer

Tom DiGrazia

With over a decade and a half of professional design experience, Tom brings his knowledge of design principles and focus on user experience to every aspect of his contribution to TTG. Paying special attention to each client’s brand, personalized needs and individual interests, he strives to create compelling concepts utilizing intuitive and highly-refined design solutions. In addition to traditional and digital design work and oversight at TTG, Tom also boasts a wide portfolio of web development projects with the company, allowing him to stretch his CSS and HTML skills across multiple platforms and disciplines. He feels that being a designer in the digital landscape of websites, eCommerce solutions, email marketing platforms and social media, it is important to understand the code that goes into these areas as it assists his ability to tailor designs specifically targeted to achieve the best end result and further builds understanding and communication with backend development teams.

In his off hours, Tom is an avid pop culture enthusiast, staying up to date on the latest shows, films, comics and games. He can also typically be found taking part in a whole host of artistic activities that help him further stretch his creative legs. Regardless of the activity, Tom is always accompanied by his dog, Eli, and his cat, Tib.

Design, Photography, Illustration, Digital Imagery Manipulation, Wesbite Development

Photoshop, Illustrator, InDesign, Lightroom, HTML/CSS, Wordpress


Courtney Dumont

As Senior Marketing Strategist & Analyst at Technology Therapy Group, Courtney is energized by the ability to flex both her left and right brain daily. Courtney discovered her passion for Marketing at Bryant University, where she spearheaded research on students’ perceptions of Social Media Marketing for her Honors Capstone Project. After graduating Bryant in 2012, she joined the Technology Therapy team, where she’s honed her skills in social media, search and social advertising, email marketing, SEO, and more.

Since joining the team, Courtney has created digital marketing strategies and managed campaigns for clients across the country, ranging from plastic surgery centers, to jewelry stores, to construction companies. With a cohesive, cross-channel approach and a focus on data-driven decision making, she has increased their leads by up to 217%. But Courtney doesn’t leave her zeal for social media at the office; she also runs a local foodie Instagram account with her husband to document their meals across Rhode Island and beyond. Check them out: @hoppilyfed.

Marketing Strategy, Data Analysis, Google Ads, Facebook Ads, Social Media

Google Analytics, Google Ads, Facebook Ads, Facebook Creator Studio, Instagram, Klaviyo, Mailchimp, Emma Mail, Google Data Studio, WordPress, YouTube, LinkedIn, Facebook, Microsoft Office