This is a web based application which is mostly plugged in to the website or in the support portal given to their customers. This is again another medium through which their customers contact the relevant department to get their queries solved. This is a text-based communication. The live chat application is installed in the server which can be accessed through a URL in the website. The technicians / sales team on this end, log in and keep monitoring any new chat requests. When ever a customer clicks the chat URL in the website, he is prompted to either choose a department or some times he might directly taken to a support representative.

Once he is connected, the support rep will assist him further and try his best to resolve the issue. The same is logged in to the ticket system for future reference along with the chat log. If the issue is not resolved over chat, the same is escalated to the ticket support team and they will follow up further from that point. Some of the widely used Live chat applications are Kayako support suite, HumanClick, LivePerson, PHPLive etc. Our team has wide knowledge working with most of the live chat applications.