New live chat in Microsoft Teams: Connecting customers and businesses effortlessly 

Improving customer experiences is essential for any business, especially small and medium-sized ones. By utilizing flexible productivity and communication tools, your business can handle more as you grow, without sacrificing customer service that keeps your customers coming back. 

Today we’re excited to take that customer experience to a new level with the introduction of live chat in Microsoft Teams—a faster and more engaging way for you to connect with your customers.¹ 

Every second counts in customer engagement  

Every second a customer spends on your website is valuable. If they have a question, you want to get them an answer as quickly and seamlessly as possible. With live chat, you can support one-to-one chat with your customers right from your business website—directly from Teams. This reduces response times and moves prospective customers further along the sales journey, leading to higher conversion rates and improved customer satisfaction. You can get started using this today by adding the live chat widget on your website.  

We are using live chat in Microsoft Teams to generate new leads. Since the incoming chats from our website land directly into Teams, a platform already utilized by our team, it eliminates the need for third-party solutions. The routing of these queries to Teams gives visibility to my entire team, saving time and increasing our productivity and responsiveness to customer inquiries.

Saxe Roberts, President, Liberty Systems 

Connect with customers on their terms 

If a customer prefers to call your company, with Microsoft Teams Phone, you can take  and manage calls using the Queues app². The platform within Teams helps your staff efficiently handle and manage phone queues and improves agent efficiency by eliminating the need to switch between different apps.   

For Berryessa Gap, a family-owned vineyard and winery, improving customer experience and supplier communication began with a solution that would support its employees wherever they are—allowing employees to meet customers wherever they are. 

We get a lot of phone calls when we do our wine club. We want those calls to be picked up by a live person.

Corinne Martinez, President and Chief Operations Officer, Berryessa Gap Vineyards 

Get started today 

All of these new features are included in Microsoft 365 today—you can set up meetings directly from Outlook, Teams, or even Google Calendar and use Teams for large-scale meetings and webinars³ with thousands of participants. If you are not already using Microsoft 365, explore how it could help you with your business or reach out to a Microsoft Cloud Solution Partner.  

Discover more about Teams for your business, choose your Teams Phone plan, and find out how you can start using live chat and Queues app. 

Learn how to make Microsoft 365 part of your everyday business activities by exploring the Microsoft 365 for small and medium business adoption site and see how Microsoft 365 can support your business growth with Microsoft 365 Copilot. 

¹Live chat is available within Microsoft 365 Business Basic, Microsoft 365 Business Standard, and Microsoft 365 Business Premium. Limited to a maximum of 25 users. It is also possible to integrate an AI agent through Copilot Studio.

²Users must have a Teams Phone and a Teams Premium license to use Queues app. 

³Users must have a Teams Premium license to use advanced webinar capabilities.