Live chat customer service in 2025

Today’s customers value instant responses more than ever before, with 75% now ranking a fast reply as the most important aspect of the customer experience (CX). Thus, traditional communication methods, such as phone and email, simply no longer suffice for the majority of consumers. Enter live chat.

Live chat customer service acts as a viable option for companies seeking to deliver convenient, real-time communication to end-users at any time of day or night. With a live chat system, human agents are typically available during normal operating hours to help resolve complex and open-ended inquiries, while chatbots are accessible at night and on weekends to answer straightforward questions.

Join us as we break down what live chat customer service is and examine some proven best practices that can help maximize the potential of your efforts.

What is live chat customer service?

Live chat customer service is a real-time communication tool that allows individuals to interact directly with a company's support team through an online chat interface. It's typically integrated into a business's website or app, enabling users to ask questions, resolve issues, and access instant assistance without leaving the site. 

Live chat is often staffed by customer service agents, but many organizations also use AI-powered chatbots to handle simpler inquiries. This powerful communication method offers both convenience and speed, making it a popular tool for addressing immediate concerns or receiving help while navigating a website.

Benefits of live chat customer support

As customer expectations evolve, businesses are increasingly turning to live chat to meet the growing demand for immediate and accessible support. Live chat offers a dynamic and efficient way to address customer inquiries, ensuring quick resolutions while also fostering a more conversational experience. 

Let’s dive into some of the key benefits to be experienced when utilizing live chat for customer service:

Increased customer satisfaction

When customers encounter problems or have questions while browsing a website, the ability to instantly connect with a representative—without the wait times often associated with phone or email support—leads to faster resolutions. Studies have shown that 82% of individuals are satisfied with their live chat experience, compared to 61% of email users and just 44% of phone users.

Even more, with live chat, individuals can reach out from anywhere, whether they're on a desktop or mobile device, and often receive help without needing to leave the page they’re on. The chat interface also allows customers to multitask, so they can continue browsing while waiting for an agent’s response. 

Scalable to business needs

As companies expand or experience seasonal spikes in customer inquiries, live chat systems can easily accommodate higher volumes without sacrificing service quality. Unlike phone support, where each agent can handle only one customer at a time, live chat allows reps to manage multiple conversations simultaneously, maximizing efficiency.

Additionally, businesses can integrate AI-powered chatbots to automate common inquiries, such as FAQs or order status updates, which reduces the workload for human agents and ensures round-the-clock support without needing to hire more staff.

Leads to proactive support

Through triggers based on customer behavior, such as time spent on a page or abandoning a shopping cart, live chat can automatically prompt a message asking if assistance is required. This approach helps businesses engage individuals at critical moments, offering guidance or solutions that prevent potential issues from escalating. 

Proactive support also helps companies identify potential obstacles that users might face, allowing them to intervene and offer personalized assistance. For example, if a customer is struggling to complete a purchase, a live chat agent can step in to provide additional information or assistance with troubleshooting. This not only helps reduce cart abandonment rates but also builds trust with individuals by showing that the organization is attentive and responsive.

Increased accessibility

In contrast to traditional phone support, which can be time-consuming and often limited to specific hours, live chat is typically available 24/7 or during extended hours, allowing customers to seek help at their convenience. Additionally, live chat is accessible across multiple devices—whether on a desktop, tablet, or mobile phone—making it easier for individuals to engage from wherever they are.

Live chat also accommodates users with different communication preferences and abilities. For individuals who may have hearing impairments or who find speaking over the phone difficult, live chat provides a text-based, real-time interaction that’s easier to navigate. Some live chat systems even offer translation features, enabling businesses to support customers in multiple languages, and broadening accessibility for global audiences.

Provides conversational assistance

With live chat, customers can ask questions, clarify doubts, and receive immediate responses in a conversational format, mimicking natural dialogue. This back-and-forth interaction allows customer service agents to understand a user’s issues more clearly and respond with relevant, tailored solutions. The ability to ask follow-up questions or provide additional context without starting a new conversation adds to this smooth, dynamic experience.

Furthermore, live chat allows agents to engage with customers in a more empathetic and supportive way. By maintaining a friendly tone and using conversational language, representatives can make users feel more comfortable and understood. 71% of modern consumers now expect personalized interactions, making it essential that your business deliver this to them.

Live chat vs chatbots

Live chat and chatbots are related technologies, and often even overlap with each other, though they act as distinct methods of communication, each used to address different customer needs.

When using live chat, users can ask specific questions, receive customized solutions, and engage in a back-and-forth conversation that mimics a natural dialogue. This human element allows for empathy, complex problem-solving, and the ability to adapt to the individual’s tone and needs, making live chat especially useful for addressing more nuanced inquiries.

Chatbots, on the other hand, are automated tools designed to simulate conversation by using pre-programmed responses or AI to assist customers. They’re often used to handle basic or repetitive tasks such as answering FAQs, checking order status, or guiding users through simple processes. While chatbots are faster at addressing routine issues and can operate 24/7 without human intervention, they lack the flexibility and emotional intelligence of a live agent.

Live chat customer support best practices

As live chat becomes a preferred channel for customer support, ensuring that it’s delivered effectively is essential for maintaining a satisfactory customer experience. Providing a seamless and efficient live chat experience goes beyond simply answering inquiries—it requires thoughtful strategies and attention to detail.

Some tried-and-true guidelines that you can follow to maximize the potential of your live chat approach include:

Make live chat easily accessible but not overbearing

When implementing live chat, you should integrate the chat feature into your website or app in a way that’s visible, yet unobtrusive. Positioning the live chat button in a consistent location, such as the bottom corner of the screen, ensures that customers can quickly find it when they need help. Offering clear but subtle notifications that live chat is available, without aggressive pop-ups, allows visitors to engage on their terms.

Another way to balance accessibility with subtlety is by using intelligent triggers to offer support at the right moments. Rather than immediately initiating a chat as soon as an individual lands on a page, you can wait until the user has spent time navigating certain areas, such as product pages or the checkout process, before offering assistance.

Ensure the support team has proper resources and training 

Agents tasked with handling live chat should be trained not only in product knowledge and troubleshooting, but also in typing speed, clear communication, and maintaining a professional tone. Offering scenario-based training can help reps practice handling a variety of customer queries, including complex issues that require empathy and patience. Regular feedback and performance assessments are also crucial in refining these skills over time.

In addition to training, you must ensure that your support team has access to the right tools and resources. Live chat platforms should be equipped with features like canned responses, internal knowledge bases, and easy access to customer history to help agents provide faster and more accurate assistance. 

Monitor and act on data

By tracking metrics such as response times, resolution times, and customer satisfaction scores (CSATs), you can gain valuable insights into how well your support team is performing. Regularly reviewing these key performance indicators (KPIs) helps identify areas for improvement, such as reducing wait times or increasing agent productivity.

Live chat data can be a catalyst for more than just performance adjustments; it also provides useful feedback for strategic decision-making. For instance, recurring customer questions can indicate gaps in website content or product descriptions, prompting organizations to make necessary improvements. Similarly, CSATs and feedback can guide training programs, helping to address weaknesses in service.

Determine staffing needs

Determining staffing needs for operating a live chat platform begins with analyzing the volume and timing of customer inquiries. You can monitor historical data to identify peak chat hours and the average number of conversations per day. This helps to assess how many agents are required during both busy periods and slower times. 

Considering how many chats a representative can handle simultaneously is also vital. While some agents may efficiently manage multiple chats, others might need to focus on one conversation at a time, depending on the complexity of the inquiries. By understanding these factors, you can ensure adequate coverage to maintain both quick response times and service quality.

Leverage AI and automation

AI-powered chat systems can manage common customer requests, such as answering FAQs, processing orders, or guiding users through simple troubleshooting steps, all without human intervention. These automated responses provide individuals with immediate answers and reduce wait times, thereby improving overall satisfaction. By using machine learning (ML), these solutions can also analyze past interactions to provide more contextually relevant responses, further enhancing the CX.

Beyond handling basic queries, AI can guide live agents during their interactions as well. Intelligent assistants typically offer suggested responses, gather relevant customer information, and flag potential issues in real time. 78% of customer service specialists believe that automation enhances their overall efficiency, benefitting both representatives and end-users alike.

Keep it conversational

Instead of rigid, overly formal language, live chat agents should aim for clear, concise, and human-like responses that make customers feel comfortable. Personalizing the conversation by addressing individuals by name and referencing their specific concerns can also help build rapport. It’s important to avoid using excessive technical jargon as well, ensuring the language remains accessible and easy to follow. 

Additionally, reps should be attentive to the customer’s tone and pace, adapting their responses to match the flow of the conversation. For example, if a user seems frustrated, the agent can acknowledge the concern empathetically before offering a solution, showing that they’re listening and care about resolving the issue.

Best practices for live chat agents

To meet customer expectations and maintain efficiency, support agents must adopt specific practices tailored to the fast-paced, real-time nature of live chat. By mastering these techniques, representatives can provide high-quality service that leaves a lasting impression on individuals.

We suggest keeping these guidelines in mind throughout your interactions with live chat users:

Provide prompt and efficient service

Live chat agents should aim to greet visitors immediately upon joining the chat and provide regular updates, even if a detailed solution takes time to find. Using canned responses for FAQs or common greetings can help speed up initial responses, but these should be personalized to avoid sounding robotic.

Efficiency in live chat also comes from concisely delivering accurate and relevant solutions. Representatives should actively listen to the user’s concerns, ask clarifying questions if needed, and deliver clear, step-by-step instructions. Here, access to internal resources such as knowledge bases or customer history can help agents resolve issues faster without needing to escalate.

Keep the conversation on track

It’s paramount that support agents maintain a clear focus on the customer’s main issue from the start, asking direct questions to fully understand the concern and ensure they’re addressing the core problem. This helps avoid unnecessary back-and-forth and keeps the conversation efficient. If an individual begins to veer off-topic, the rep can gently steer the discussion back by summarizing the issue and suggesting actionable steps. 

Agents can also manage the flow of the conversation by setting expectations and providing regular updates. For instance, if research or troubleshooting will take extra time, the representative should inform the customer, so they’re not left waiting in silence. They can also preempt potential distractions by clearly outlining the next steps, ensuring both parties are focused on solving the issue. 

Write clearly and concisely

When agents use simple language and avoid jargon or technical terms, it makes the conversation more accessible to users with varying levels of understanding. Reps should aim to convey information in short sentences or bullet points, breaking down complex instructions or explanations into manageable chunks. Using proper grammar, punctuation, and spelling can serve to further enhance readability and reinforce the agent’s credibility.

Representatives should also actively listen to the customer’s concerns and respond directly to the issue. It’s helpful to summarize key points or actions to ensure mutual understanding before proceeding. Offering actionable solutions and providing a context where necessary helps to ensure all parties are on the same page as well.

Chunk information

Instead of overwhelming an individual with a large block of text or several steps at once, agents can deliver information step by step, allowing the customer to process and act on each piece before moving forward. For instance, when guiding a user through troubleshooting, the rep can present one action or instruction at a time, checking for confirmation or asking if additional help is needed after each step.

In addition, chunking allows agents to tailor their responses based on the customer’s progress and feedback. For example, if an individual completes a step, the representative can proceed to the next part of the solution; if the customer struggles, the agent can pause and clarify before moving on.

Help customers learn

Support agents can help customers learn during live chat by guiding them through problem-solving rather than just providing a quick fix. Instead of simply offering a solution, agents should take the time to explain why an issue occurred and walk the customer through the steps to resolve it. This empowers customers to understand the process, making them more confident in handling similar problems in the future. 

Moreover, representatives can offer tips and resources to further customers’ understanding beyond the immediate issue. For instance, they can link to knowledge base articles, video tutorials, or FAQs that explain related topics in more depth.

End with clear closing point

Before closing the chat, agents should recap the steps taken or the solution provided to ensure both parties are on the same page. This gives the customer a clear understanding of what has been accomplished and provides an opportunity for them to ask any final questions. By asking, “Is there anything else I can assist you with today?” or “Does that fully resolve your issue?” the rep can ensure the user is satisfied before wrapping up the conversation.

Once the customer confirms they have no further concerns, the agent can provide a polite and professional closing message, while offering supplementary resources if needed. Providing links to additional content and ending with a friendly message such as, “Thank you for reaching out today and have a great day!” leaves the individual with a positive impression.

Choosing the right live chat customer service software

When determining which live chat software is best for your unique requirements, you should first assess factors such as the size of your customer base, industry-specific requirements, and the volume of inquiries. For example, businesses handling a high amount of traffic may prioritize features like multi-chat handling, chatbot integration, and detailed analytics to monitor performance and adjust staffing. Conversely, e-commerce organizations might need integration with payment systems and CRM tools, while B2B companies often seek customization options to tailor the chat experience. 

Ease of use and scalability should also be key considerations when selecting a live chat solution. The platform should be user-friendly for both agents and customers, with a straightforward interface that allows agents to manage conversations effectively. Scalability is also essential, especially if your business is growing and may need to expand the chat system’s capacity in the future. This can be achieved through cloud-based infrastructure, robust integration potential, and multilingual capabilities.

Optimize your live chat customer service with Freshchat!

Freshchat serves as the market’s preferred customer engagement platform, combining a powerful live chat system with an AI-powered chatbot functionality to create a truly comprehensive solution.

With Freshchat, companies can maximize their outreach with both extensive omnichannel potential and multilingual capabilities. The platform can integrate across various communication platforms, such as web, mobile apps, messengers, and more, while accommodating 33+ unique dialects, thus allowing businesses to engage with global audiences. 

Our Freddy AI-driven chatbot is also on hand to address common customer inquiries around the clock, freeing up human agents to focus on more complex issues. Freshchat’s bots leverage natural language processing (NLP), machine learning, and intent recognition to respond to a wide range of prompts in a natural, human-like manner. When they can’t sufficiently resolve an issue, they’ll leverage our handy IntelliAssign tool to transfer the conversation to a relevant live agent—always with context retained.

Ready to experience the benefit of Freshchat for yourself? Sign up for a commitment-free 14-day trial or request your demo today!