What is live chat support?

Live chat support is a method of customer support that involves real-time communication between a customer and support person via a web- or app-based chat interface. Businesses of all sizes offer live chat support as a cost-effective means of handling customer complaints and issues or as a sales tool.

Companies may provide live chat support in-house with the use of a ticketing and chat support service or they may outsource it to companies that specialize in providing this service for a fee. Chat support representatives use resource manuals or software databases that provide appropriate responses for common customer problems in addition to step-by-step troubleshooting solutions to common technical issues.