Who needs it
It comes up most for software companies.
Live chat: how it should work on your website
Live chat answers quick questions while a visitor is on the page, when someone is available to respond.
Ways to build it
A chat widget from your helpdesk or CRM.
No chat, with a clear contact form, when nobody can staff it.
Where the website stops
Conversations live in your chat or helpdesk tool.
The visitor journey
Step by step, and what the website must do
- 1
Opens chat with a question
Chat shows whether someone is available now.
- 2
Gets an answer or leaves details
Out of hours, chat collects contact details instead of leaving people waiting.
Information to collect
| Field | Why it is needed |
|---|---|
| Email when offline | So you can reply later. |
Where the website hands over: Conversations live in your chat or helpdesk tool.
FAQ
Frequently asked questions
Is live chat worth it for a small team?
Only if someone can answer reasonably quickly. Unanswered chat is worse than a good contact form.
Does chat slow the site?
Chat scripts add weight. Load them after the main content so pages stay fast.
Can chat be automated?
Automated answers can help with simple questions; anything complex should reach a person.
Related pages
How we work together
Two ways to get started
Website Subscription
Your website, fully managed — no big upfront cost.
We design, build, host, maintain and keep improving your site for one simple monthly fee.
- Custom-designed & built for your brand
- Hosting, security & maintenance included
- Ongoing edits & content updates
- Continuous SEO & performance improvements
- Scale up or down as you grow
Fixed Project
A one-off custom build you own outright.
A defined scope and a single fixed quote — delivered once, and yours to keep.
- Bespoke design & development
- Defined scope & timeline
- You own the website & code
- Optional care plan after launch
- Custom-quoted to your needs
Ready to get started?
Get a free, no-obligation quote for your project. We respond within 24 hours.