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Live Chat (aka Live Help, Live Support Software) describes various
instant messaging applications designed specifically to provide online
assistance to users of a web site. The software enables the
administrator or webmaster of a web site to receive and respond to text
communication from multiple users of the web site. It is commonly used
as a way for webmasters/site owners to instantly engage their website
visitors; done both in a reactive and proactive fashion.
By using this type of software, webmasters often are anticipating:
a) Increased interactivity and trust with the website visitor.
b) Increased sales/conversions (E-commerce sites)
From a list of live support software (applications), there are some that
use JavaScript, Java or Flash Player to run directly inside the browser.
These online applications differ from classic software mostly because
Website visitors don't have to install anything on their PCs and they
can communicate freely with website's online agents. There are also live
support software that goes beyond basic text chat, and offer such
advanced communication capabilities as true VoIP (Voice over IP),
application sharing, remote view, real-time website traffic monitoring,
and remote form filling.
The majority of live support applications open in a window and connect
the user to a member of "call center" staff. The more advanced scripts
allow the users to be queued, so that one member of staff can deal with
a customer and then automatically move on to the next customer.
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