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Once customers are engaged with an employee who can understand their needs, the employee is in a perfect position to recommend additional purchases that may be the perfect fit for that particular person.

A recent study by TELUS International found that many top retail businesses are not offering chat.

Here’s a small list of some of the best live chat solutions out there: Have you use live chat on your website.

; literally: "micro-message") is a Chinese multi-purpose social media mobile application software developed by Tencent.

The cost savings and convenience for both staff and customers makes live chat not only a viable option for businesses today, but an essential tool for any company that thrives on providing excellent customer service.

A customer’s frustration or need that has yet to be filled is called a pain point, and marketing teams mine social media and message boards for these pain points.

The trouble with online shopping is that many customers are disconnected from someone who can answer their questions in real time with precision.

Rather than watching potential customers click away from their e-commerce sites, many businesses have been adding live chat support.

High customer satisfaction scores and a double-digit increase in converted shoppers have shown the value once and for all of this technology.” The key is that customers have someone who can immediately walk them through a sale if they become confused or have a question that can make or break a sale.

Marketers such as Markus Allen turn these pain points into profit: “Armed with these pain points, we can either write new content (for a blog or for an article) or create benefits/advantages for our advertising.” In addition, pain points can turn into sales opportunities with customers.

Live chat provides immediate access to customers’ pain points.

When customers use live chat, they’ll try to ensure that a product will perform as advertised or that a promotion will provide the discount they want.

In addition, as live chat representatives talk to customers, they can find out ways to improve a company’s products and services.

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