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When customers have a query or just want a simple question answered while browsing online, they are increasingly turning to live chat services for answers. As e-commerce continues to grow, clients are starting to see live chat for customer services not only as a nice additional option but as an essential requirement.

So why are more and more online shoppers turning to a company’s website chat services and what are the major benefits in relation to customer service?

24/7 Rapid Help Available

Online shopping has removed all time barriers to when you can shop and browse. You do not have to rush back to your laptop or phone to ensure you are online by 6pm before the portal closes for the day. Live chat services bring the same flexibility to customer services. Regardless of the time of day, you can ask questions on all aspects of the website you are browsing and receive a rapid response.

We have all hung on the line of a call centre listening to some questionable music while awaiting our turn in the queue. We have all sat waiting for what seems an eternity to receive a reply to an emailed query. This, of course, also depends on the limitations of the working hours of the call centre in question. Website chat services free customers from this, allowing them to send instant questions and receive real-time answers.

Sheer Convenience

Live chat services are incredibly convenient and free to use for those requiring customer support. There is no requirement to download an app or to sign up in order to use the service. By simply clicking on the widget displayed in the bottom corner of the screen a site visitor has immediate access to a company’s live chat for customer services.

Having that single, at-hand widget removes the need for you to search for a phone number or an email address for customer services. Live chat removes the need to fill in a rigidly structured online query form, allowing you to create your query, and provides a more convenient follow up if you have looked through the FAQs page without finding a solution to your question.

Carry On Shopping

It can be very frustrating to find the exact item you are looking for, add it to your online basket, only to realise you have a quick question you need answering before finalising and paying for your order. Previously you may have abandoned your shop, either temporarily or permanently, in the knowledge you are unlikely to receive a quick reply. Website chat services mean you can now have such a query rapidly addressed in real-time, allowing you to successfully complete your purchase.

Further Benefits

While speed and convenience are two of the crucial benefits of using live chat for customer services, there are a good number of further benefits to be considered, including:

  • Provides more choice, particularly to people who do not like using phones

  • Removes language barriers as real-time translation can be used within messaging

  • Feels personalised, building a better relationship between the business and customer

  • Allows for private conversations away from the glare of social media platforms

  • Removes the need for customers to provide personal information over and over again, as operatives can store data

Website live chat services are quietly revolutionising how people approach customer service support. Customers consistently give live chat services high satisfaction scores, appreciating real-time interaction with a real customer support operative at any time of the day they need help. As more commerce goes online, live chat customer support is now the norm.


If you haven't yet looked into a 24/7 managed live chat service, or you'd just like to know more about the options available to you, don’t hesitate to get in touch, we would be happy to chat.



Simon Taylor

Written by Simon Taylor

As Marketing Director at Yomdel, Simon’s personal goal is to make Yomdel as relevant and valuable for our clients as possible. Simon is constantly looking for new ways to explain the proposition of ‘world-class customer experience’, in a way that empowers Yomdel clients to harness what we do for their optimum success. With an extensive background in marketing agency client services, Simon has always been dedicated to providing clients with access to solutions which would grow their business – solutions designed and created by experts in customer communications, service and experience – by putting the customer at the heart of the solution. Get in touch anytime at simon.taylor@yomdel.com