Live chat doesn’t have to be the only communication platform for your visitors. It might get you new leads, make them interested in your offer, but it may happen that people will want to switch to phone or email. If that’ll be the case, don’t hesitate to let them do it. Understanding customers needs is a core of any customer service on the market. And if you will do it right, it’ll turn your visitors into customers.
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As a business owner, imagine that I’m just doing a research, I don’t know exact dates of my holiday (it mostly depends on your availability) and I’m not sure how long I want to stay. I need to find out the options, consider them and talk with my partner. If we would talk on the phone, you would give me dates but what’s next? I would hang up anyway to think about these dates. And that’s not closing a deal. That’s inconvenience for me, because I need to write them down anyway.