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How to Provide Tech Support with a Free Live Chat

Martin Perez

May 11, 2020 • 3 min read

It can be very hard to differentiate your business from your competitors.

Providing high-quality technical support to your users can be a simple way to do so.

There are multiple ways in which you can achieve this. An easy way to do it is by using a free live chat support tool.

Today, we’ll discuss how to install a free live chat on your website and how to use it for technical support.

Technical Support vs Customer Service

When you first think about website live chats, you might think they are mostly just used for customer service.

After all, that is, in fact, one of the most common uses for website live chats.

However, remember that technical support and customer service are inherently connected. As any technical support rep should have strong customer support skills to use when communicating with customers.

If you want to learn, read our in-depth guide about the differences and similarities between technical support and customer service.

Why you should use a live chat for technical support

You might still be on the fence about using a live chat tool for technical support.

If that’s the case, you should really consider the benefits of using a live chat for technical support:

It allows for multi-tasking: Unlike with phone calls, technical support reps can tackle multiple chat conversations at the same time and deal with multiple cases at the same time.
Customers prefer it: There is a growing trend of customers preferring chat over other traditional communication channels such as phone and email. Especially when it comes to communicating with businesses.
Creates a searchable and indexable record of issues: Since all chat conversations occur via text, you can create a fully searchable and indexable record of issues. Unlike phone calls, which would create unsearchable audio files. This record can help you at identifying common issues, new issues, and uncover additional insights from your technical support team.
Reduces your team’s operational costs: By enabling multi-tasking and improving your team’s efficiency, live chats can reduce the operational costs of your technical support efforts.

There are many more benefits of using a live chat for your business. In fact, we’ve put together an in-depth guide on the benefits of adding a live chat to your website.

How to add a free live chat tool to your website

Now it’s time to get into the meat of potatoes of the article. Here’s how to add a free live chat tool for technical support on your website.

First, you will have to choose a live chat tool. While there are multiple options out there in the market, we will be using Moment, our fully-featured live chat tool with CRM integrations.

Not only is it easy to install, but we offer a free plan with all the features you need to provide awesome technical support via live chat.

Installing Moment

Installing Moment on your website is incredibly easy and only takes about 2 minutes.

First, create a free Moment account. During this process, you will be able to choose a team name and team color to display in your chat.

You will also be able to add additional team members to get them chatting right away.

Lastly, you will be provided with your Moment code snippet to add to the <head> tag of your website. Once you do this, the Moment chat bubble will appear on your website and your customers will be able to contact you directly right away.

For more details on the installation process, check out some of our quick guides below:

Closing Thoughts

You now know how to add a live chat to your website in order to provide technical support.

If you run into any issues during this process, feel free to reach out to us via live chat and we will be able to help you through installation.

Happy Chatting!