Live chat is a sales/support channel that lets companies communicate with their website visitors.
Whether it’s an existing customer needing help or a prospective buyer, live-chat is one of the easiest ways in which they can get in touch with you. There’s also the added advantage of immediate answers.
More often than not, helpdesks let you put a chat widget on the website. And every chat conversation can be converted into tickets just like emails. This way, chat conversations can be tracked and agents can also follow up on them. This is called chat ticketing.
Some companies use different apps for chat and support. They can integrate them to convert chats to tickets and track support conversations in one place.