Instant chat, also known as IM, is a chat messaging system that sends messages in real-time over the Internet. Typically, IM’s are short messages exchanged between two or more people.
To send and receive IM’s users can either download a specific software or chat through browser-based chat tools. Users can see other users online and chat with them in real-time through devices such as computers, phones, iPads, and even gaming consoles.
Modern-day instant chat software allows users to send clickable hyperlinks, GIFs, photos, attachments, documents, videos, and even voice recordings. More advanced software also enables users to call each other through video and voice calls, and some even allow users to share their screens with each other.
If you want to provide an instant chat option on your website, all you have to do is place a chat button widget on your website. No coding is necessary, simply copy and paste your button code into your website. To learn how to do it, check out this step-by-step guide.
If you want to utilize instant chat in customer support, consider using a live chat software. A live chat software works in exactly the same way as an instant chat — it enables agents to chat with customers in real-time. The only difference is that in order to chat with customer support reps, customers don’t have to download any software. If customers want to chat with customer support reps, all they have to do is click the live chat button/widget on the businesses website.
Customers love utilizing live chat. In fact, 79% of consumers prefer to live chat with customer support agents because they offer instant responses.
Most live chat software is a part of a larger software solution — such as a help desk software. In addition to live chat/IM features, a help desk software contains advanced features such as a ticketing software, knowledge base software, or a call center software. Therefore, it’s most definitely worth it to invest in a live chat software — as you’ll be getting additional functionality which will only help you provide a higher level of customer service. To learn more about help desk software, and the benefits of using it check out this link.
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