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This question is about live chat statistics.
How does live chat work on a website?
Live chat works by connecting a customer with a live representative so that they can message back and forth in real-time.
There is usually an icon at the bottom of the page that customers can click on to start a chat session, or a small window will pop up inviting the customer to start a conversation with a question like, "Can I help you find anything today?"
Customers can then type out their questions or select from a list of pre-populated questions, which will launch a conversation with a live customer service representative.
From there, the conversation will proceed much like a customer service phone call would; just typed out instead of spoken. The representative can ask for any necessary information, and the customer can ask any questions they have.
Usually, the representative can solve the problem right then and there, or they can direct the customer to their next steps or connect them with another representative who can help.
After the conversation is finished, many companies allow customers to save a copy of the chat transcript for their records, or they may send it to them automatically.
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