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But adding live chat is about more than just customer preferences.Īdding live chat for internal support is equally powerful, giving businesses the ability to have conversations with their employees, anywhere and at any time-improving the employee experience and their overall engagement. And more comfortable customers tend to buy more and remain loyal. Unlike the phone, agents can handle multiple chats at once which equals more efficiency and cost savings.Īdding live chat allows you to meet your customers where they’re most comfortable having a conversation. Live chat software helps companies meet customer expectations for fast and convenient support.Īnd it’s not just good for customers. Seventy-two percent of customers want immediate service, according to Zendesk’s 2023 CX Trends Report.