Chatway Live Chat Blog Why Live Chat is Essential for Your Website’s Success
April 18, 2023

Why Live Chat is Essential for Your Website’s Success

Idongesit Inuk

Content Marketer

As a business owner, you understand the importance of having a website to attract potential customers and boost sales. However, with the increasing competition in the digital market, it’s becoming more challenging to stand out from the crowd. One of the most effective ways to enhance your website’s success is by incorporating live chat in your website with the help of a live chat software.

With the rise of instant messaging and the need for immediate responses, live chat can provide your website visitors with the instant gratification they seek, while addressing their pain points and concerns. 

In this article, we will explore the importance of using live chat for your website’s success and how it can help you achieve your business goals.

Firstly, let’s find out what live chat really is. 

What is Live Chat

Live chat is like having a friendly and helpful assistant on your website who is ready to chat with you anytime. Live chat software offers a messaging feature that allows you to connect with your website visitors in real-time, just like you would in a face-to-face conversation. 

You can use the live chat on your website to answer questions, offer support, and provide personalized recommendations to your visitors. It’s a quick and easy way to engage with your audience, and it shows them that you care about their needs. Plus, it’s very convenient – you don’t need to pick up the phone or send an email, you can just type away and get an instant response!

The Impact of Live Chat on Your Website

If you’re considering adding live chat to your website, you may be wondering how live chat can benefit your business and directly impact your website. Let’s delve into the various ways in which live chat can positively affect your website and ultimately, help you achieve your business objectives. 

Improved Customer Satisfaction

Live chat software offers a more personalized and convenient customer experience on your website. Customers can receive immediate help and support, without having to navigate through phone menus or wait on hold for long periods. 

Chatway live chat UI

This has been proven in an analysis conducted by a conversion rate optimization agency that showed that 73% of customers found live chat to be a more satisfactory option for communication in comparison to email and phone. 

With live chat, customers feel heard and valued, leading to increased loyalty and repeat business.

Increased Sales and Conversions

Live chat software has been shown to increase sales and conversions by providing customers with a more direct and immediate way to engage with your business. It can be used at different stages of the customer’s buying journey to deepen their relationship and boost the chances of conversion and sales for your business. 

According to Software Advice, customers who use live chat, spend up to 60% more per purchase than those who don’t use it. By this analogy, you should consider including live chat in your sales and marketing strategy to grow your business. 

Live chat also allows you to identify and resolve any issues that may be hindering a customer’s purchase, ultimately leading to increased revenue for your business.

Faster Response Times

Looking to improve your customer satisfaction ratings on your website? Invest in live chat to offer quicker response times. 

Live chat enables your business to respond to customer inquiries in real-time. With fast response times, you can resolve customer issues quickly, reducing the risk of customer dissatisfaction or negative reviews. This in turn can boost your brand loyalty and responsiveness on your website.

Cost Savings

Wondering how adding live chat on your website can save you costs? It’s simple. Live chat is ultimately a cheaper and cost-saving option when you consider the pieces of equipment, setup and manpower that it takes to man a phone support system. 

Companies that use live chat to scale their customer support typically pay 15-33% less than companies that use phone support, according to Superoffice

Implementing live chat can actually save your business money in the long run. With the ability to handle multiple conversations at once, live chat agents can provide support to multiple customers simultaneously, reducing the need for additional support staff. Additionally, live chat can be used to supplement and reduce the associated costs with phone and email support. 

Competitive Advantage

We exist in a highly competitive marketplace and the only way to stand out from the crowd is to make your website user’s experience on your website superior to any other. Simply offering live chat can give your business a competitive advantage. By providing a superior customer experience, you can differentiate yourself from your competitors and win more business.

Some Live Chat Best Practices to Implement

Now that you understand the impact that live chat can have on your website, it’s time to learn to best practices for keeping your customer satisfied and fulfilled. 

Train Your Agents

Effective live chat requires well-trained and knowledgeable agents. Agents must be equipped with the necessary information and tools to provide quality support to customers. Training should cover company policies, product knowledge, and communication skills.

Customer agent on the phone

Optimize Your Chat Box

Your chat box should be user-friendly and visually appealing. It should be easy to find on your website and available on all pages. The chat box can also include features such as file sharing, screen sharing, and video chat to provide a more comprehensive customer experience.

Use Canned Responses

Canned responses can help agents respond to common customer inquiries quickly and efficiently. This can save time and improve response times, leading to increased customer satisfaction. Make sure to combine all your canned responses in a single internal knowledge base for easy access and collaboration.

Monitor and Analyze Chat Data

Live chat data provides valuable insights into customer behaviour, needs, and preferences. Monitoring and analyzing chat data can help you identify areas for improvement and make data-driven decisions to optimize your customer experience.

Things to Consider When Using Live Chat on Your Website

Security and Privacy

Customers may have concerns about the security and privacy of their personal information when using live chat. To address these concerns, businesses should implement data encryption and ensure that customer data is not shared with third parties

Resource Allocation

Implementing live chat may require additional resources, such as staffing and training. Businesses should carefully consider their resource allocation before implementing live chat to ensure that they can provide quality support to customers without sacrificing other areas of their business.

Integration with Existing Systems

Integrating live chat with existing systems, such as CRM or ticketing systems, can be a challenge. Businesses should carefully evaluate their existing systems and determine the best way to integrate live chat to ensure that customer data is accurately captured and shared across all systems.

Chatbot vs. Human Chat Agents

Some businesses may be tempted to use chatbots instead of human chat agents to reduce costs. However, chatbots are limited in their ability to provide personalized support and may not be able to handle more complex customer inquiries. Remember, personalisation is the key to improving customer satisfaction in today’s business landscape. Businesses should carefully evaluate their needs and consider a hybrid approach that includes both chatbots and human chat agents.


Your business is important to you, and so also are your customer’s needs important to them. 

Incorporating live chat into your website is essential for providing a personalized and efficient customer experience. With the numerous benefits that live chat offers, including improved customer satisfaction, increased sales and conversions, faster response times, cost savings, and competitive advantage; it is important to consider including it on your website.

To ensure the success of your live chat implementation, you should follow best practices such as training your agents, optimizing your chat box, using pre-written responses, and monitoring and analyzing chat data.