Live chat is becoming more common as a customer support channel.

Zendesk’s latest report found that ‘in Q1 2015, live chat led all other channels in customer satisfaction at 92%’.

A Forrester study from 2010 found that ‘many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a website can offer.’

Companies are using live chat to solve some of the things online store businesses worry about most, like:

• Cart abandonment
• High traffic, high bounce rate
• Lead generation
• Having an unclear picture of the target audience