Definition
Instant messaging (IM) refers to real-time, text-based communication between two or more people over a network. Live chat is a form of instant messaging specifically for website customer support.
Why It Matters
Chatway provides instant messaging capabilities, allowing immediate, real-time conversations between your customers and support agents, facilitating quick problem resolution and enhancing the customer experience.
Real-Life Use Cases
A customer uses the live chat feature on an e-commerce site to get real-time answers about product specifications before making a purchase. A support agent provides immediate troubleshooting steps via instant messages, quickly resolving a customer’s technical issue.
FAQs
Yes. By offering real-time assistance during the checkout process, Chatway’s instant messaging can address last-minute doubts, helping users complete their purchase and reducing drop-off rates.
Yes, Chatway uses secure protocols to protect conversations between customers and agents, ensuring that sensitive information is handled safely.
Yes. Chatway maintains chat histories, allowing agents to reference past conversations for better context and continuity.