Digital transformation has become a priority for many businesses in the wake of the coronavirus pandemic; they have fast realised that they need to deliver value to their customers and have accelerated their digital transformation efforts.

Businesses leaders need to rethink the way they use technology, people and processes to become more competitive. Digital transformation drives changes in customer expectations — especially around products and services. It also offers many new business models and new revenue streams.

Live Chat is the first step in turning a website into a revenue-generating tool. Start engaging with customers online; they don't want to spend hours on the phone or to wait for email responses.

Live Chat is the most effective way to provide quick answers. A key component of good customer service is respecting a customers' time, making a website easy to navigate and information easily available.

Live Chat also saves the company time. It enables customer support to help more customers at the same time. It provides customers with instant answers from a knowledge base so they don't have to speak to a support agent to get the answers they're looking for.

Chatmarshal, for example, is offering a free trial of its 24-hour live chat service to demonstrate how easy it is to install and also how it could increase sales and improve customer service levels. The offer also includes a monthly report on chat outcomes and a transcription of each chat.

Most businesses don’t realise how easy it is to set up, even if they don't want to manage it themselves. "Many companies have a misconception that it is too difficult and time-consuming to add live chat to their website.

They also feel it will be too difficult or distracting to manage. That needn't be the case because there are companies like Chatmarshall that will do it for you.

Corporates need to understand the benefits of having a human live chat on their website. Not only will it increase sales and improve customer service but the feedback will also show them where improvements can be made.

Most companies don't realise that the chatting portion of live chat can be outsourced. They don't need to hire agents or distract current staff with the live chat; they can subcontract the service to agencies with a solid track record.

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