To get the most from live chat it can't be a standalone function. It will always work alongside a range of other customer service channels, including self-service customer portals, online knowledge bases, traditional call centres, social media and more.
That means your live chat offering should be integrated with your help desk software
, which in turn should be a seamless part of your CRM solution.
When agents can see a complete customer profile right in their help desk console, they have valuable context that helps them to answer questions better and respond to the individual customer’s needs.
When the session ends, that customer profile can be updated with a complete, accurate record of the live chat, including questions, responses, actions and more. So you get a richer picture of your customer, which can inform your approach across their whole journey from marketing to after-sales care.