{"id":17115,"date":"2019-03-12T12:56:01","date_gmt":"2019-03-12T12:56:01","guid":{"rendered":"https:\/\/www.proprofs.com\/c\/?p=17115"},"modified":"2025-02-24T04:44:12","modified_gmt":"2025-02-24T04:44:12","slug":"how-does-live-chat-work","status":"publish","type":"post","link":"https:\/\/www.proprofschat.com\/blog\/how-does-live-chat-work\/","title":{"rendered":"How Does Live Chat Work?"},"content":{"rendered":"\n<p><i><span style=\"font-weight: 400;\"><strong><i>Imagine this:<\/i><\/strong> You own a clothing store that\u2019s known for selling unique designs. Your customers love these designs and keep coming back for more. But one fine day you come across an emergency and are left with no option but to leave a \u201cclosed\u201d sign hanging at your entrance with your contact number on it.<\/span><\/i><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">But do you think that customers will prefer to discuss an issue encountered with a piece purchased from your store on a phone call? No &#8211; they\u2019ll rather prefer to meet you.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Now reading this example you may think, <strong><em>\u201cit is no way connected to me\u201d<\/em><\/strong>. But trust me, the same can be applied to an eCommerce store. However, the situation can be different.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">In an eCommerce store, your customers can encounter not only issues with your product but also with your service. You can\u2019t let them go without <span style=\"text-decoration: underline;\"><a href=\"https:\/\/www.proprofschat.com\/blog\/delightful-customer-service\/\">building a delightful experience for your customers<\/a><\/span>. But in case you have a phone number or an email address on your contact us page, then there is a possibility that they\u2019ll approach the competitors.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Understand this, your customers seek help and that too instantly. So, making them wait on call or for a response to their email is surely not the right way to provide support. Further, we live in a time where Millennials hate making a call for support. So, what other options are there for you to provide instant help?<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Well, let\u2019s make this simple. We have <a href=\"https:\/\/www.proprofschat.com\/blog\/add-live-chat-to-website\/\">live chat that you can add to your website<\/a> and provide support in seconds. You can:<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"font-weight: 400;\">Get connected to your customers in seconds<\/span><\/li>\n\n\n\n<li><a href=\"https:\/\/www.proprofschat.com\/blog\/real-time-visitors-live-chat\/\"><span style=\"font-weight: 400;\">Provide real-time support<\/span><\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.proprofschat.com\/use-cases\/lead-generation\/\"><span style=\"font-weight: 400;\">Capture leads and convert them into sales<\/span><\/a><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Reduce support queue<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.proprofschat.com\/blog\/handle-multiple-chats\/\">Manage multiple customers at the same time<\/a><\/span><\/li>\n<\/ul>\n\n\n\n<p><span style=\"font-weight: 400;\">\u2026 and much more.<\/span><\/p>\n\n\n\n<p><strong>In short, live chat can help your business grow online.<\/strong><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Let\u2019s take a look at how does live chat work once you integrate it on your website<\/span><span style=\"font-weight: 400;\">.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"What_is_Live_Chat_Support_How_Does_Live_Chat_Works\"><\/span><strong>What is Live Chat Support: How Does Live Chat Works<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><iframe loading=\"lazy\" src=\"https:\/\/www.youtube.com\/embed\/NVIjlCvOwuc\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">We are past the point where people ask, \u201c<strong><a href=\"https:\/\/www.proprofschat.com\/blog\/what-is-live-chat-software\/\">what is live chat software?<\/a><\/strong>\u201d. The customer support tool is the perfect solution to help your customers find an instant resolution to their questions.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">That\u2019s why it is time to seek an answer to a different question &#8211; how live chat works on the website?<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">But as important it is to learn how does live chat works on a website, you also need to learn how to implement live chat software on your website.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"How_to_Implement_Live_Chat_on_Website\"><\/span><b>How to Implement Live Chat on Website<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">To learn how does live chat work on websites, it is essential to add live chat first. <\/span><\/p>\n\n\n<p><span style=\"font-weight: 400;\">In a matter of five minutes, get a live chat software up and running on your website along with the complete signup process.<br \/><\/span><br \/><iframe loading=\"lazy\" src=\"https:\/\/www.youtube.com\/embed\/T_B58avEgj4\" width=\"700\" height=\"400\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n\n\n<ol class=\"wp-block-list\">\n<li><span style=\"font-weight: 400;\"><span style=\"text-decoration: underline;\"><a href=\"https:\/\/www.proprofschat.com\/signup\/\">Sign up<\/a><\/span> for the live chat tool you\u2019d like to add on your website. Just in case you\u2019d like to <strong><a href=\"https:\/\/www.proprofschat.com\/blog\/add-live-chat-to-website\/\">add ProProfs Chat to your website<\/a><\/strong>, then&nbsp;watch the video above to see how to implement live chat on the website within 5 minutes.<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Once signed in, you\u2019ll see the dashboard. Click on Settings in the navigation bar, and you\u2019ll see the Installation bar on the left side of your screen. The moment you click on the installation option, you will get to see a chat code that you need to copy.<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Finally, paste the code to your website\u2019s code just before the &lt;\/body&gt; tag, and once you refresh your website you will see a chat icon on your website.<\/span><\/li>\n<\/ol>\n\n\n\n<p><span style=\"font-weight: 400;\">It seems simple, right? But using one on a daily basis is all the more simple. Now, let\u2019s see <strong><a href=\"https:\/\/www.proprofschat.com\/live-chat-app-android\/\">how does live chat app works<\/a><\/strong>.<\/span><\/p>\n\n\n\n<pre class=\"wp-block-verse\"><strong>Read Also: <a href=\"https:\/\/www.proprofschat.com\/blog\/live-chat-tips\/\">9 Effective Tips for Customer Service Chat<\/a><\/strong><\/pre>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"How_Does_Live_Chat_Work\"><\/span><b>How Does Live Chat Work<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">Once a live chat is added to your website, there will be two interfaces through which the customer-operator communication will take place.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Let\u2019s discuss each of them in detail.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><b>Operator\/Monitor Window<\/b><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">An operator window is an interface that allows support operators to track visitors on the website instantly.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">The operator gets to see:<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"font-weight: 400;\">How many fellow operators are online?<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">How many chats is one operator managing at the same time?<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Total chat limit of an individual operator<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">How long has one visitor been on the website?<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Which page did they land on?<\/span><\/li>\n<\/ul>\n\n\n\n<p><span style=\"font-weight: 400;\">Other than that, <strong>as an admin, you can also join an ongoing chat<\/strong> and see whether the operators are performing well or not. Operators can also invite visitors to chat online if they\u2019ve been on a page for far too long. This way, they can understand the visitor\u2019s intent to visit the website and <strong>provide a customized support experience.<\/strong><\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Operators also get the liberty to view the conversations of the returning visitors and accordingly create a personalized experience, while keeping their previous conversation in mind.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Besides the previous <span style=\"text-decoration: underline;\"><a href=\"https:\/\/help.proprofschat.com\/visitor-chat-transcripts\">chat transcripts<\/a><\/span> and inviting customers for a chat, operators can also collaborate with other operators in case they need assistance during an ongoing chat. <strong>This operator-to-operator chat feature reduces the effort another operator has to make to understand the customer again in case the chat gets routed to him<\/strong>, and the customer gets an instant solution to its question.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">That\u2019s how the operator\/monitor window interface works. Now let\u2019s see how does the visitor interface work.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><b>Visitor Window<\/b><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">A visitor window is an interface that is visible only to the visitor. Here the visitor can either initiate a chat or accept one in case an operator requests them manually.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">In the chat window, a visitor can come across:<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Pre-Chat Form<\/strong><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">This appears before a chat. The form helps a business capture details on visitors like name, email address, number, and more. The <a href=\"https:\/\/help.proprofschat.com\/how-to-add-pre-chat-forms\">pre-chat form<\/a> helps operators personalize the chat once they get to know the visitor.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Offline Message Form<\/strong><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">The form allows business owners to capture customer pain points even when the operators are offline. These <a href=\"https:\/\/help.proprofschat.com\/customize-offline-message-form\">offline messages<\/a> convert into tickets that operators can resolve once they receive them.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Self-Help Articles<\/strong><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">If your live chat service provider gives you the option to integrate with a knowledge base, then it becomes simple for you to show relevant articles that will allow your visitors to find answers instantly. Vendors like <strong><a href=\"https:\/\/www.proprofschat.com\/integrations\/knowledgebase\/\">ProProfs Chat offer the integration between the knowledge base and live chat<\/a> to help business owners reduce chat tickets up to 80%.<\/strong><\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Other than this, a visitor can also come across an operator rating form and post-chat survey to analyze how their experience was and whether they were satisfied with the support process.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">That\u2019s how a live chat works on both interfaces.<\/span><\/p>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<p><strong>Read More:&nbsp;<a href=\"https:\/\/www.proprofschat.com\/best-live-chat-software\/\">List of Best Live Chat Software Solutions<\/a><\/strong><\/p>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<p>Now, let\u2019s take a look at some of the frequently asked questions about how does a live chat work below:<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Why_does_my_business_need_a_live_chat\"><\/span><strong>Why does my business need a live chat?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Adding a live chat is important as it helps you capture leads, boost sales, and increase brand loyalty. Plus, it is a cost-effective product as one operator can manage multiple chats at the same time, thus reducing the cost for hiring new support staff. Read our detailed blog on&nbsp;<a title=\"7 Reasons Why You Should Add Live Chat To Your Business\" href=\"https:\/\/www.proprofschat.com\/blog\/benefits-of-live-chat-software\/\">7 Reasons Why You Should Add Live Chat To Your Business<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Will_ProProfs_Chat_increase_my_sales\"><\/span><strong>Will ProProfs Chat increase my sales?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Yes, it does. It helps you convert leads faster by providing them support in real-time. Moreover, it is a great platform to provide exceptional personalized support experience to customers as you get to capture their information during an ongoing chat and use it to further understand their pain points.&nbsp;To more about this you can read our detailed blog on&nbsp;<a title=\"Live Chat for Sales: Increase Your Business Sales &amp; Conversions Upto 10X With Live Chat\" href=\"https:\/\/www.proprofschat.com\/blog\/how-to-increase-sales-with-live-chat\/\">How to Increase Your Business Sales &amp; Conversions Upto 10X With ProProfs Chat<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"How_does_proactive_chat_work_in_favor_of_my_business\"><\/span><strong>How does proactive chat work in favor of my business?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Initiating a chat with a visitor or a regular customer makes them feel valued and gives them the impression that you care. Plus, <span style=\"text-decoration: underline;\"><a href=\"https:\/\/www.proprofschat.com\/proactive-chat\/\">proactive chats<\/a><\/span> help you know how active and forthcoming your operators were when they found a visitor on a page for too long.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Which_ProProfs_Live_Chat_features_help_me_boost_sales\"><\/span><strong>Which ProProfs Live Chat features help me boost sales?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Features like pre-chat form help you capture leads for your business. However, features like announcements, proactive chat, visitor monitoring, and chat routing help you boost sales effectively.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Imagine this: You own a clothing store that\u2019s known for selling unique designs. Your customers love these designs and keep coming back for more. But one fine day you come across an emergency and are left with no option but to leave a \u201cclosed\u201d sign hanging at your entrance with your contact number on it&#8230;.<\/p>\n","protected":false},"author":11,"featured_media":34655,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[11],"tags":[],"class_list":["post-17115","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-live-chat"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How Does Live Chat Work | ProProfs Chat<\/title>\n<meta name=\"description\" content=\"Learn what is live chat support &amp; how does live chat work for your business with this blog post. Help your business grow more leads &amp; sales with ProProfs Chat.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.proprofschat.com\/blog\/how-does-live-chat-work\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How Does Live Chat Work | ProProfs Chat\" \/>\n<meta property=\"og:description\" content=\"Learn what is live chat support &amp; how does live chat work for your business with this blog post. Help your business grow more leads &amp; sales with ProProfs Chat.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.proprofschat.com\/blog\/how-does-live-chat-work\/\" \/>\n<meta property=\"og:site_name\" content=\"Chat Blog\" \/>\n<meta property=\"article:published_time\" content=\"2019-03-12T12:56:01+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-02-24T04:44:12+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.proprofschat.com\/blog\/wp-content\/uploads\/2021\/02\/What-is-live-chat-and-How-does-it-work_-1.png\" \/>\n\t<meta property=\"og:image:width\" content=\"758\" \/>\n\t<meta property=\"og:image:height\" content=\"335\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"ProProfs Editorial Team\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"ProProfs Editorial Team\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"6 minutes\" \/>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"How Does Live Chat Work | ProProfs Chat","description":"Learn what is live chat support & how does live chat work for your business with this blog post. 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