라이브챗
정의
Live Chat platforms enable real-time conversations between businesses and customers through website widgets, mobile apps, and messaging channels. These solutions offer chat widgets, proactive chat triggers, canned responses, file sharing, chat routing, visitor tracking, and chat transcripts. Modern platforms incorporate AI chatbots for after-hours support, sentiment analysis, and automated responses to common questions. Key features include co-browsing, screen sharing, typing indicators, chat ratings, conversation history, mobile apps for agents, and integration with CRM and help desk systems.
수익 모델
Live chat platforms typically charge per agent per month with usage-based components. Revenue streams include: base subscription fees for different tiers, per-agent licensing that scales with support team, chat volume charges beyond included limits, AI chatbot add-ons with conversation limits, advanced features like co-browsing and video chat, SMS and messaging app integrations, API access for custom integrations, white-label solutions for agencies and enterprises, professional services for customization and setup, and marketplace fees for third-party chatbot integrations. Many offer free tiers with limited agents and features.
핵심 성과 지표
First Response Time
Time to first agent message in chat
Chat Acceptance Rate
Percentage of incoming chats accepted by agents
Chatbot Containment Rate
Percentage of chats resolved by bot
Proactive Chat Success
Conversion rate of proactive chat invitations
Agent Utilization
Percentage of agent time spent in active chats
Missed Chat Rate
Percentage of chats not answered
주요 플레이어
[object Object], [object Object], [object Object], [object Object], [object Object]
자주 묻는 질문
What is the difference between live chat and chatbots?
Live chat connects customers with human agents in real-time, while chatbots use AI to automate responses. Many platforms combine both, with bots handling simple queries and escalating complex issues to humans.
How many chats can one agent handle simultaneously?
Most agents can effectively handle 3-5 simultaneous chats depending on complexity. Average concurrency of 3-4 chats is typical for maintaining quality support.
Should I use proactive or reactive chat?
Both approaches have value. Proactive chat can boost conversions but may annoy some visitors. Use behavioral triggers and test to find the right balance for your audience.
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