Live Chat increases customer engagement on many websites
We really love live chat in lots of situations.  As a user on the web I find it really useful to get connected with a real person online quickly.  That same immediacy can easily be implemented on your website.

1. Live Chat is Convenient for Customers

Live chat gives prospects and  customers immediate access to help. Wait times are often much less than a call center, and customers can easily multi-task while waiting. Additionally, the pain of having to dial the phone and hope to get connected to a person is non existent.

2. Live Chat Cuts Down on Expenses

Live chat software has consistently demonstrated that it can save on both employee task time and phone expenses. Live chat reduces overall average interaction costs and increases efficiency by allowing live chat representatives to handle multiple chats at the same time.

With employees spending less time on the phone, they can multi-task during chat conversations and cut the waiting queue to a fraction of its former size when compared to a call center. Not only is this a process improvement but it increases the chances of overall sales.

3. Live Chat helps to Increase Sales

The key is that customers have someone who can immediately walk them through a sale if they become confused or have a question that can make or break a sale. This helps eliminate bounces away from retail websites and ensure that full shopping carts make it through check out.
Source: DNN Affin inport