Live chat provides real-time support through your website, meeting customer expectations for immediate assistance. Live chat advantages: - Instant response expectation - Higher satisfaction than email - Real-time problem solving - Multiple chats per agent - Proactive engagement - Lower cost per contact Live chat features: - Chat widget customization - Proactive triggers - Canned responses - File sharing - Chat transcripts - Visitor information - Chat routing Best practices: - Set availability expectations - Fast first response (<1 min) - Friendly, conversational tone - Clear resolution - Follow-up options - Offline message capture Chat metrics: - Response time - Handle time - CSAT - Wait time - Resolution rate