Quickly apply Live chat to stay one step ahead of your competitors

Live chat is a software that enables real-time online conversations to be directly integrated into a website, allowing you to communicate with customers in real time. With this tool, you can exchange and interact with customers quickly and conveniently. As soon as you reply, the customer will receive your response instantly. Businesses can exchange, advise, and answer all customer inquiries immediately through direct messages.  

Live chat creates better interaction and accessibility between businesses and customers. It is seen as a potential alternative to making phone calls or sending emails.

Live chat is often confused with Chatbots because both are communication tools with customers through online text messages. However, the way they operate is completely different.

A chat window will pop up whenever you access the website. There, you can ask questions and receive responses and support right in that chat box.  

When a customer chats, a notification will be sent to the server to request a response. The answer can come from a support staff member or automatically from the system when the administrator is not present.

Typically, you will receive an automated invitation before being connected to a support staff member through some greeting questions like: "Hello, how may I help you?"; "Hi there, what can I do for you today?",...

Currently there are two main types of live chat: third party software and self-developed software. These two types have different strengths and weaknesses. So which one should be used to optimize experience and customer care? Let's explore!

This is the type of live chat developed and provided as a service by a vendor, and you just need to integrate it into your website. When visitors access the site, the chat window appears. However, to answer messages you need to log into that software system.  

The advantage is that these solutions are very popular, have low costs and most are free with common basic features. Therefore, if you are on a limited budget, this is a suitable option to enhance customer experience and service on your website.

In contrast to the above, self-developed live chat allows direct interaction right on the website without logging into any other system.  

The advantage is that you can fully customize all the necessary features. The disadvantage is the high cost, complex process that requires advanced programming skills.

With live chat, you can answer multiple customers at once, saving manpower. For complex and specialized issues related to customer questions, if supported via phone calls, customers may call back a second time. But with chat you can resolve the issue right away the first time.

Through chat, businesses can share supporting content like images, links, etc. quickly within seconds to minutes to provide effective assistance. Customers don't need to switch to multiple other departments, like when advised via phone calls. There is also no waiting time for responses, like with emails.  

Live chat also helps improve customer experience and satisfaction with its convenience, thereby helping convert potential customers into actual customers.  

Một số rào cản về giọng nói (nhân viên không nghe rõ giọng nói của khách hàng), rào cản ngôn ngữ, một số khách hàng không biết bày tỏ vấn đề của mình như thế nào nếu gọi điện trực tiếp, hay có vài vấn đề cá nhân khiến khách ngại khi gọi điện hỗ trợ. Live chat có thể giải quyết được vấn đề này. Đồng thời các cuộc trò chuyện cũng được lưu lại làm tài liệu quản lý chất lượng dịch vụ.

The benefits of live chat are very large, but only 9% of businesses have adopted it

We have gone through all the information that needs to be known today, including what Live Chat is, how it works, the benefits from it, especially distinguishing the two popular types of live chat today. I hope you can absorb this useful information and apply it wisely for yourself and your business.

We have gone through all the information that needs to be known today, including what Live Chat is, how it works, the benefits from it, especially distinguishing the two popular types of live chat today. I hope you can absorb this useful information and apply it wisely for yourself and your business.
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