Live Chat Software

Live support software (also called live chat, live help) is a popular term for online chat applications designed specifically to provide online assistance to users of a website. Such software is used to provide instant help to visitors on a website. Live chat is mainly used for text based communication, however software providers bundle services like voice, video, helpdesk, CRM systems along with text chat.

 

The system typically consists of 2 components

• A text box on the website.
• An operator dashboard to allow the agent to respond to the chat.

The system is usually implemented by pasting a JavaScript code on the website of the user. The Javascript code uses cookies to track user activity on the site.

 

There are two types of chats:

• Pro-active chat - In this case, the text box pop-ups on its own and shows a message to the visitor. This message is shown based on different criteria like the amount of time spent on the website, the pages visited, etc. The visitor can then choose to respond to the message displayed.
• Broadcast- This is a chat initiated by the visitor.