{"id":15457,"date":"2021-03-02T09:00:31","date_gmt":"2021-03-02T09:00:31","guid":{"rendered":"\/gb\/en\/blog\/?p=15457"},"modified":"2025-04-11T04:09:26","modified_gmt":"2025-04-11T03:09:26","slug":"what-is-web-chat-the-definitive-guide-examples-benefits-and-uses","status":"publish","type":"post","link":"\/gb\/en\/blog\/what-is-web-chat-the-definitive-guide-examples-benefits-and-uses\/","title":{"rendered":"What is Webchat? The Definitive Guide: Examples, Benefits and Uses"},"content":{"rendered":"

In today\u2019s ultra-competitive business environment, good <\/span>customer service<\/a><\/strong> has never been more important. There\u2019s an adage \u2013 \u201cthe customer is always right\u201d. Even if this isn\u2019t technically true, it\u2019s nevertheless essential to make customers feel that their needs are being well attended to, and their opinions treated with real respect.<\/span><\/p>\n

Given that competition between businesses (particularly retailers) online is so intense, many are getting inventive so that they can glean some advantage over their rivals. Customer service, in particular, is a key differentiator.\u00a0<\/span><\/p>\n

Today, consumers are continually looking for new ways to communicate with their favourite brands, whether they\u2019re looking for information about a certain product or want to return a purchase they\u2019ve made. Businesses that fail to take heed of this trend run the risk of falling well behind their competitors.\u00a0<\/span><\/p>\n

Webchat is one method which a growing number of retailers are using for this purpose. It can incorporate automated chatbots which address customer queries and help point them towards the things they\u2019re looking for. Meanwhile, human agents can remain on hand to deal with more complicated questions. This saves consumers unnecessary time and hassle; something which they\u2019re sure to appreciate.<\/span>\"What<\/p>\n

In this guide, we\u2019ll introduce you to web chat software and explain a little more about how it works. We\u2019ll start by asking the most obvious question: \u201cwhat is webchat?\u201d\u00a0<\/span><\/p>\n

Then, among some other things, we\u2019ll explain why webchat tools and chatbots are so important to customer service, discuss their significance to branding, list some best practice tips, and advise you on how you can measure their long-term performance.<\/span><\/p>\n

We\u2019ll also discuss how RingCentral can help you deliver better customer service standards<\/a> \u2013 gaining new insights into what your customers are looking for \u2013 and greater efficiency by adding a <\/span>live chat<\/a><\/strong> function to your website.<\/span><\/p>\n

What\u2019s clear is that web chat is no longer seen as a mere optional extra. Increasingly demanding as they are – and that\u2019s their prerogative – customers are coming to expect facilities like live web chat as obligatory features. They don\u2019t expect to have to trudge around to find whatever it is they want.\u00a0<\/span><\/p>\n

Unless your business appreciates this, it could lose ground to competitors. Let\u2019s take a closer look at what web chat is and why it matters so much.<\/span><\/p>\n

What is WebChat?<\/strong><\/h2>\n

You\u2019ve no doubt noticed the little dialogue boxes that often pop up when you visit a website on your web browser, or sometimes when you use a mobile app. This is what\u2019s known as live web chat.\u00a0<\/span><\/p>\n

This function can address consumers\u2019 queries and help them find the information they\u2019re looking for, meaning that they don\u2019t have to go around the houses trying to find it for themselves.<\/span><\/p>\n

Live web chat generally takes the form of small chat windows which appear on a website\u2019s main landing page, category pages, or product pages. They may present users with a series of suggested queries to click on to find relevant information. Alternatively, users can type their own queries into a text field. Many webchat functions offer both options, and some allow users to upload relevant images and other files.<\/span><\/p>\n

\"web-chat-support\"<\/p>\n

Thanks to the advent of artificial intelligence (AI), automated web chat services (chatbots) are becoming more and more sophisticated. With AI and machine learning – in other words, a technology that has the capacity to learn autonomously – web chat services can address a wider variety of queries, including more complex ones. This means that they\u2019re better able to meet the needs of consumers.<\/span><\/p>\n

Therefore, Webchat is an increasingly common feature on retail websites and various other types of business sites. It offers several advantages to businesses and consumers alike. For consumers, webchat software enables them to find relevant products, help, and information, providing real-time help with the minimum of fuss. For businesses, a chat widget allows them to address customer queries without tying up busy employees.<\/span><\/p>\n\t\t