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    How To Choose Between Live Chat Platforms For Your Business

    Live chat has become an increasingly popular way to provide customer service and support for businesses all around the world. It’s an effective way to communicate with customers and prospects, and it can help you to increase customer satisfaction and loyalty. But with so many live chat platforms to choose from, it can be difficult to decide which one is best for your business needs. 

    This comprehensive guide will provide you with the information you need to make an informed decision about which live chat platform is the right one for your business. You’ll learn about the features and benefits to look out for, as well as tips for selecting the one that will provide the most value for your business.

    Table of Contents

    What is live chat?

    Live chat is a real-time, two-way communication tool that allows you to connect with customers and site visitors via an online chat window. This type of communication is also known as ‘online chat’ or ‘real-time messaging’.

    It is typically available 24/7, which means that your prospects and customers can connect with you whenever they like, 24 hours a day, seven days a week. Live chat can be a valuable tool for businesses in a variety of ways. 

    First, it allows you to communicate with your customers and site visitors in real-time. This can be helpful if someone has a question or issue and needs to get in touch with customer service promptly. Live chat also allows you to provide a much more personalised experience. 

    Rather than exchanging emails with customers or placing a phone call, you can connect instantly via live chat. This can help build stronger customer relationships and trust. 

    And lastly, live chat can be a great way to increase sales. It can help to close sales by allowing potential customers to receive advice and answers about products they’re interested in.

    💡KEY TAKEAWAY: Live chat, often known as an online chat window, is a real-time, two-way communication tool that enables you to communicate with clients and site visitors in real time. As a result, it can aid in making more sales and fostering deeper connections with clients.

    Benefits of live chat for your business

    There are a number of benefits to implementing a live chat feature on your website. Some of these include: 

    Improved customer experience 

    Live chat can be helpful for customers who may need assistance with a specific issue. It can also be helpful for customers who may be confused about a certain aspect of your business. Live chat can help put customers at ease and make them feel more comfortable with your brand.

    Improved customer service 

    Live chat can make it easier for customers to get in touch with your customer service team. This can be helpful for customers who may not have time to wait for an email response. It can also be helpful if someone is logged in while they are at home and has their hands full with young children or other responsibilities, and they cannot accommodate phone calls. 

    Stronger brand loyalty 

    Live chat can help build stronger customer relationships. It can also help to reduce the amount of negative feedback your business receives. 

    Increased customer engagement 

    Live chat can help you to maximise your website traffic and drive more sales. It can be used to engage site visitors, prompt site visitors to make purchases, and help you to convert more website visitors into customers. 

    Improved search engine optimisation

    Live chat can help to improve your search engine optimisation (SEO). It can help you to attract more site visitors, keep site visitors on your website longer, and drive more targeted organic traffic to your site.

    💡KEY TAKEAWAY: Having live chat solutions on your website can help you improve customer service and experience,  build brand loyalty, and improve your SEO.

    Types of chat platforms

    There are a number of different types of chat platforms. They each have their own features, benefits, and pricing options, so you will want to choose one that is the best fit for your business. Here are some of the top live chats


    A chatbot is a computer program that simulates human conversation. Chatbots can be programmed to perform a variety of tasks, including online marketing and online customer service. Chatbots can be useful for businesses that want to use customer service chat software, but these can be limited in their functions. 

    Customer relationship management (CRM)

    CRM live chat allows you to connect with your customers and site visitors in real-time. It allows you to provide a personalised, interactive experience. Most CRM live chat platforms also have tools to help you to track your sales, leads, and customer interactions. 

    💡KEY TAKEAWAY:  Chatbots can be programmed to accomplish many simple tasks, but they have limitations. With CRM live chat, live agents can speak with customers and site visitors. You can also track sales, prospects, and customer interactions with most CRM live chat solutions.

    Features to look for in a live chat platform

    There are many different live chat platforms available. Before you decide which one is best for your business, you will want to make sure that it has all of the features that you need. Here are a few features to consider before you make your selection.

    User experience 

    The best live chat platforms will be easy to use for both you and your customers. They should also be intuitive and easy to navigate. 

    Customer engagement features 

    What types of features does the live chat platform offer for customer engagement? Does it allow you to send automated messages at certain times of the day? Does it offer you the option to send surveys to your customers? 

    Analytics and reporting 

    Does the live chat platform come with helpful analytics and reporting features? These features will allow you to track the performance of your live chat and see what areas you can improve on. 

    Customer support features 

    What types of customer support features does the live chat platform offer? Does it have a built-in knowledge base that allows you to post helpful articles and FAQs? 

    Integration options 

    Does the live chat platform have easy-to-use integration options? Does it have built-in integrations with your other business tools, such as your website, email, and CRM? 

    💡KEY TAKEAWAY:  There are a plethora of live chat platforms to choose from; when making your decision, think about the user experience, customer engagement features, analytics and reporting, customer support tools, and integration opportunities they offer.


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