Live Support

Japanese live support tools add a chat window to a website so staff can answer visitors in real time. A person, called an operator, replies, which sets these tools apart from chatbot platforms that only answer automatically.

Operators work from a browser console with saved replies and the conversation history. Most services pair live chat with a scenario chatbot that walks visitors through preset choices and hands them to an operator when needed. Common uses are support questions, sales leads and help with forms.

Within customer support software, the category covers live conversations on a company’s own website. Some services sit in a support suite next to contact forms and an FAQ. Others start chats automatically based on the pages a visitor views.

The chatbot answers free-text questions with AI from a registered FAQ or knowledge base, instead of only following fixed scenarios.

Chats or calls go to a suitable operator automatically, based on availability, skill or the visitor’s answers. It matters once several people share the queue.

Staff talk with visitors by voice or video call in the browser, with no app to install. It suits questions that are slow to settle by typing.

The operator and the visitor share a screen or documents during a session. Depending on the service, only the staff screen is shown or both sides can share.

The operator acts on the page the visitor has open, scrolling, clicking links and filling in forms to guide them through an application form. It works only on pages with the vendor’s tag.

The service connects to a LINE Official Account, the business account on the LINE messaging app. Depending on the service, operators reply over LINE or the account follows up with visitors who left the site.

Chat transcripts and leads pass into Salesforce, so the sales team follows them up in its CRM with no manual copying.

One account places the chat window on several websites or domains at no extra charge, which suits companies running several brands or regional sites.

A permanent free plan with limited capacity, not a time-limited trial, lets a small team run a real chat channel before paying.

The vendor holds ISO 27001 certification, the international standard for information security management, which speeds up security reviews at larger companies.