Live consultation

What is live consulting?

Live consulting refers to real-time communication between customers and an advisor via various channels such as telephone, live chat, video or email. The aim is to respond immediately to concerns, questions or problems and provide an individual solution.

This form of customer interaction is used in many industries – from traditional customer support to sales or financial advice – and is an important means of increasing service quality and customer satisfaction.

Typical areas of application

Live consulting is used in many situations where personal support or rapid assistance is required. These include, among others:

• Customer support: Assistance with technical problems, questions about products or the use of services.

• Sales consulting: Assistance in selecting suitable products or making a purchase decision – particularly relevant in e-commerce.

• Financial and insurance advice: Individual advice on sensitive topics such as opening an account, changing a contract or comparing products.

Advantages of live consulting

Live consulting offers companies a number of advantages, particularly in terms of service quality and customer loyalty. The most important of these include:

• Fast problem solving: questions are clarified in real time, which reduces waiting times and increases efficiency.

• Personal service: Direct interaction creates trust and promotes close customer loyalty.

• Increasing customer satisfaction: Customers experience the service as helpful, committed and solution-oriented, which is a key factor for customer loyalty.