Live Web Chat with a truly human touch

Embrace the communication revolution and start talking to your customers, in the channels they want to talk in

facts about live web chat

Live web chat is transforming the way in which businesses and their customers communicate.

  • 42% of customers prefer live web chat compared to just 23% for email, and 16% for social media or forums

  • Forrester noted that there was a 10% increase in the average order value, when reviewing the sales from customers who engaged in a chat before making a purchase

  • 63% of customers were more likely to return to a website that offers live web chat

  • A report by ICMI found that website visitors that engage with your company via live web chat are worth 4.5 times more than visitors that don’t

Why those who don't embrace live web chat will be left behind

Research has found that only 9% of businesses are currently using some form of chat on their websites. However, this is set to rise massively in the next few years, and for good reason.

Live web chat is not only brilliant for customers, but also for businesses. Your customers get the opportunity to chat with a real-person in real-time to solve problems and answers questions. This level of human-to-human interaction allows for more meaningful conversations and an increased propensity to purchase.

Your business will benefit as your agents can multi-task and engage with several customers at once helping to boost agent efficiency. In addition, live web chat has been proven to help boost first-time resolution rates, this will help free up more agent time to assist with other customers and reduce contact centre waiting times.

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Your customers want to chat with you, isn’t it time you talked back?

Ease of Use

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    Simply message customers when they visit your website

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    Handle multiple chats from a simple browser-based console

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    Customise the UI to suit your website

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    Easily transfer interactions to your colleagues, if necessary

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Real-time insights and analytics

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    Use the customer journey overview to see what pages your customers are visiting, prior to and during conversation

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    Optional pre-chat surveys provide vital data to your agents, such as name and reference numbers

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    Data capture messages allow further data capture through a smart, conversational interface

Opportunity to Escalate to Voice, Video and Cobrowsing

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    Escalate from live web chat to a voice or video call in the same session

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    Send voice calls to the same chat agent, or route the call into a separate queue

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    Use web chat with cobrowsing to quickly solve problems for your customer

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Discover How Yellow Zebra Safaris have used web chat to revolutionise their sales process

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Canned Messaging

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    Create pre-configured chat messages to speed up chat response times

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    Dynamic fields personalise each message based on the agent and department

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    Configure automatic greeting messages that are sent to the customer when they start the chat

Offline Lead Capture

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    Office hours hides live web chat outside of certain set times. Web chat is also disabled if no agents are online

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    Display an optional lead capture form when you are offline

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    Receive leads in your email inbox and CRM, complete with customer journey info

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Detailed Chat Logs

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    All chats transcripts are stored and searchable within Talkative's analytics platform

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    Customers are able to download their chat session and leave feedback

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    Customer info such as name, email, and account details are also stored and can be integrated into your CRM

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    Chats are routed based on website position and agent group. Sessions are categorised using the Talkative tags system

still need convincing?

Live Web Chat Best Practices

An in-depth guide for how to use the web chat system.

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Support and Training

Training for new Talkative users, including walkthrough videos.

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Blogs, Articles and Guides

Blogs, Articles and Guides to help you turn more website visitors into customers

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