Getting the most out of your live chat

Khushi Lunkad
Oct 31, 2020


Diving straight into it →

Tools for live chat:

Free: Tawk

Paid: Olark, Intercom, Drift, Liveperson

Question to ask:

What’s stopping you from taking {this action}?

Triggering it when:

  1. Exit intent is seen.
  2. Above average session time.
  3. Non-bounce users with greater than average engagement.


  1. Record the data from your live chats
  2. Try to answer these questions.
  • what are the top pre-sales questions (gold mine!),
  • which pages are giving people problems,
  • which products and services people are asking questions about,
  • what are their main questions, doubts, hesitations,
  • and sales — which of your (live chat people’s) answers and claims persuade visitors to take further action.

Obviously, don’t overthink this and spend all your time.

3. Code the data.

Bonus: Talk to sales/support staff.

About Me:

Hi, I’m Khushi Lunkad, I majored in marketing and graduated with a degree in business. My interests lie at the intersection of technology, startups and marketing. You can reach my on Linkedin, Twitter or through my website

Happy to help out with any of your marketing needs. Really.