Question 1

Is live chat worth it for a small team?

Accepted Answer

Yes, but manage expectations. You don't need 24/7 staffing. Set business hours. Use chat for high-value moments (pricing page, checkout). Asynchronous is fine—not everything needs instant response.

Question 2

What's the best live chat for startups?

Accepted Answer

Crisp: best value, modern features. Intercom: most powerful but expensive. Tawk.to: free option. Drift: sales-focused. Match to whether you're primarily support or sales.

Question 3

How do I staff chat without being overwhelmed?

Accepted Answer

Show chat only on high-intent pages initially. Set expectations for response times. Use chatbots for initial triage. Schedule chat coverage, don't try to be always-on.

Question 4

Should chat be proactive or reactive?

Accepted Answer

Both. Reactive: visitor initiates. Proactive: triggered messages based on behavior (time on page, visiting pricing). Proactive works well but can annoy—test timing and messaging.

Question 5

How do I handle chats when I'm busy?

Accepted Answer

Queue with estimated wait times. Collect email to follow up. Bot qualification first. "Leave a message" mode during off-hours. Never leave someone hanging with no response.

Question 6

What should chat greetings say?

Accepted Answer

Clear, friendly, sets expectations. "Hi! Have questions? We typically respond in a few minutes." Avoid overly corporate or pushy. Let them know a human is (eventually) there.

Question 7

How do I use chatbots effectively?

Accepted Answer

Triage and route (not replace humans). Answer FAQs. Collect context before handoff. Be transparent it's a bot. Good bots reduce load; bad bots frustrate users.

Question 8

Should I use chat for sales or support?

Accepted Answer

Both, routed appropriately. Pricing/demo questions → sales. How-to/bugs → support. Some tools (Intercom, Drift) excel at this routing. Define handoff rules clearly.

Question 9

How do I measure chat effectiveness?

Accepted Answer

Response time, resolution rate, CSAT, conversions from chat. Compare conversion rate of chat users vs. non-chat. Track sales influenced by chat conversations.

Question 10

What's the difference between chat and messaging?

Accepted Answer

Chat implies real-time, synchronous. Messaging is asynchronous (like texting). Modern tools blend both—start as chat, continue asynchronously if needed. Messaging is more sustainable.

Question 11

How do I train my team on chat?

Accepted Answer

Different than email—shorter, faster, more conversational. Save replies for common questions. Know when to offer to jump on a call. Empathy + efficiency.

Question 12

Should I show chat on mobile?

Accepted Answer

Yes, but test the experience. Mobile chat can feel cramped. Consider alternative entry points. Many users prefer chat on mobile over filling out forms.

Question 13

How do I integrate chat with my help desk?

Accepted Answer

Most chat tools integrate with help desks or have built-in ticketing. Conversations that need follow-up become tickets. Unified view of all customer conversations.

Question 14

What about GDPR and chat?

Accepted Answer

Disclose data collection in chat widget. Consent before storing personal info. Right to deletion. Most major chat tools are GDPR compliant—check their compliance features.

Question 15

Can chat replace email support?

Accepted Answer

No—different use cases. Chat for quick questions and real-time help. Email for complex issues needing investigation. Most companies need both. Let customers choose.

I need live chat to help customers in real-time

About This Problem

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HubSpot

Intercom

Crisp

Drift

LiveChat

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