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Live chat increases customer satisfaction. A number of businesses still don’t offer this service on their websites. Many think it won’t be utilized, and others don’t understand the value in adding an additional communication source for visitors and customers.

Currently, 92% of customers feel satisfied when they use live chat on a business website, according to Zendesk. This is a powerful statistic that businesses can’t afford to ignore

Live chat is a software feature businesses use on their websites to provide instant customer service. Typically, website visitors see a box in the right-hand corner of the screen inviting individuals to ask a question. Some businesses utilize a pop-up live chat feature that appears after a visitor has spent time on their websites.

These pop-up chat boxes usually include a picture of a customer representative, making the visitor feel more comfortable submitting a question. Here are the pros and cons of using live chat on your website.


  • Instant answers. Live chat eliminates the need for customers to make a phone call. Phone calls can turn into lengthy marathon sessions with hold times and difficulty finding the right representative. Customers get access to needed answers quickly.
  • Increase engagement. Websites receive numerous visits daily that lead nowhere. Prompting visitors with a chat pop-up increases engagement with potentially lost customers.
  • Less expensive. Businesses pay less for live chat customer service than for a call center. And one representative can help multiple requests at one time.
  • Documentation. Live chat logs every detail of a conversation, making it easy to save to a customer file.
  • Personalized. Customers feel like they are important because they are interacting with your employees instead of being directed to a Frequently Asked Questions webpage.
  • Copy and paste. Users can copy and paste information from the webpage or another document into the chat box. This simplifies the communication process when they are trying to get more information about something specific.
  • Increases sales. You can guide visitors through a purchase while they are on your website. This saves you from losing customers out of frustration and confusion.


  • Lack of personality. It is difficult to convey personality or emotions through text communication, and both are often needed to develop strong customer relationships.
  • Not mobile-friendly. It doesn’t work well on mobile devices.
  • Customers expect it. If customers use the live chat feature once, they expect it all the time. Some businesses aren’t staffed properly at all hours of the day to keep the feature turned on.
  • Slows down the website. Live chat uses some of the website’s bandwidth. If too many users are online at once, it can slow down website speed.
  • Relies on technology. It relies on working software to function properly. If users navigate away from the window, they lose their conversation, and if dormant for too long, the session times out.

Use these pros and cons to determine if live chat can improve your customer satisfaction rates.