QuackbackLive Chat Support
Live chat support lets customers message your team in real time from a chat window on your website or inside your product. It is the fastest support channel for customers, and it works best with clear availability, quick routing and an AI or self-service layer for simple questions.
What is live chat support?
Live chat is a messenger in your website or app where customers start a conversation and get replies while they're still on the page. Modern chat is asynchronous too: if the customer leaves, the conversation continues by email or the next time they open the app.
When chat beats email
Chat suits questions asked in the moment: "how do I do this?", "why is this not working?". The customer is in your product and can try your answer straight away. Email suits longer issues and customers who aren't logged in.
Running chat well
Be honest about availability. Show when your team is online and when to expect a reply. Put help articles and an AI answer in front of the chat so simple questions are answered instantly, and make sure a person is one step away.
Identify signed-in customers so agents see who they're talking to, their plan and their company, without asking.
Live chat in Quackback
Quackback's Messenger runs in the widget inside your app and in your portal, next to the Help, feedback and changelog tabs. Chats land in the same inbox as email and GitHub issues. Your team can message customers first, share a feedback post card in the chat, and see company and customer context beside the conversation. On Pro and up, the AI agent can answer in chat first and hand over to a person.
Common questions
What is live chat support?
Live chat support lets customers message your team in real time from a chat window on your website or in your product.
Is live chat better than email support?
For quick questions asked while the customer is in your product, yes. For long or complex issues, and for customers who are not signed in, email often works better. Most teams offer both in one inbox.
Have another question? Talk to the team.