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The Advantages and Disadvantages of Live Chat Support

The immediacy and convenience of live chat has catapulted the technology into a go-to support channel for consumers and an essential tool for businesses. 

Gone are the days when customers could only get slow and often frustrating support via email or phone. And far gone are the days when agents had little to no information about the customer they were speaking to and were restricted to serving one user at a time. 

The advent of live chat has revolutionized the customer experience, the agent experience, and overall productivity. The advantages of live chat are plentiful, and yet there are some disadvantages of live chat too when not used correctly. This blog will take you through the key live chat advantages and disadvantages that you need to know if you’re considering adopting this solution.

The advantages and disadvantages of live chat

Part 1 – The advantages of live chat 

1. Immediacy 

When discussing the advantages of live chat allows, real-time communication always comes at the top of the list. It allows businesses to address customer queries, concerns, and issues instantly. This immediacy can significantly enhance customer satisfaction and help in resolving problems quickly. 

2. Efficiency 

Customer service representatives can handle multiple chats simultaneously with live chat support, unlike phone calls which require one-on-one communication. This efficiency can lead to lower operational costs and quicker response times for customers. 

3. Convenience 

Customers can use live chat without having to leave the website they are on, making it a convenient option for getting support or asking questions. It eliminates the need for long delays via email or phone and allows customers to multitask while waiting for a response. 

4. CX 

A live chat advantage that is often overlooked is the ability to provide a personalized customer service experience. Representatives can use the customer’s browsing history or previous chat logs to provide tailored advice, recommendations, or support. 

5. 24/7 

Many live chat solutions can be made available 24/7, either through human representatives or chatbots. This around-the-clock support ensures that customers can get help whenever they need it, regardless of time zones or business hours. While this isn’t strictly a live chat advantage, and more of a chatbot advantage, live chat serves as the essential base to this benefit.  

6. Cost-Effective 

Live chat can be more cost-effective than phone support, as it requires fewer human resources to manage the same volume of customer queries. This can lead to significant savings for businesses, making it one of the most important advantages of live chat support. 

7. Sales 

By addressing customer queries and concerns in real-time, live chat can positively influence purchasing decisions, leading to increased sales and conversion rates. It also provides an opportunity for upselling and cross-selling products or services. 

8. Feedback 

Live chat support provides valuable data that businesses can analyze to improve their products, services, and customer service strategies. This data can reveal common customer issues, preferences, and trends. 

9. Competition 

Offering live chat can differentiate a business from its competitors. It can be a deciding factor for customers when choosing between similar products or services and is an essential live chat advantage. 

10. Abandonment 

Reducing cart abandonment is the last live chat advantage on our list – although we could go on! Live chat can reduce cart abandonment rates by providing customers with immediate assistance during the checkout process. This can help in clarifying any doubts or resolving issues that might prevent a customer from completing a purchase. 

Part 2 – The disadvantages of live chat 

1. Constant monitoring 

To provide the immediate responses that live chat promises, businesses must ensure that the channel is monitored continuously when online. This can be challenging, especially for small businesses or those operating across multiple time zones. While this is a disadvantage of live chat,  a chatbot can solve this by providing 24/7 support. 

2. Miscommunication 

The absence of verbal cues and tone can sometimes lead to misunderstandings between the customer service representative and the customer. This is particularly true for complex issues that might be easier to resolve through voice communication. If this is a concern for you, then adopt a live chat solution that offers integrated audio and video chat

3. Training 

Effective live chat support requires representatives to be skilled at multitasking and typing, as well as having in-depth knowledge of the business’s products or services. As a result, training staff to meet these requirements can be resource intensive. To overcome this potential live chat disadvantage, ensure you choose software that is easy to use, offers internal knowledge bases, and has AI-powered agent support tools.  

4. Privacy Concerns 

Of all the live chat advantages and disadvantages, privacy concerns are sometimes overlooked. Handling sensitive information over live chat requires secure, encrypted channels to protect customer privacy. Businesses must invest in secure chat solutions to avoid data breaches and comply with privacy regulations. 

When summarizing the advantages and disadvantages of live chat, it’s clear to see that the advantages of live chat far outweigh the disadvantages. 


If you’re looking to adopt live chat in your customer service or support operations, then check out Comm100 Live Chat. It’s the only AI-powered live chat solution that offers every essential feature and tool – at a lower cost. Comm100 is trusted by over 15,000 customers from all industries worldwide. Find out more here

Kate Rogerson

About Kate Rogerson

Kate is the Content Marketing Manager at Comm100. She has extensive experience in content creation for technology companies across the world, including the UK, Australia and Canada. She specializes in B2B messaging, branding and soccer trivia.