You may have heard the term ‘live engagement’ in reference to various live chat and customer support software and wondered, “what exactly does this mean?!”. You’re not alone. Live engagement can be a broad term in the SaaS world, but to us, it means any sort of online interaction between a company and a client, whether that’s through video chat, text chat, screen sharing or co-browsing. Sophisticated platforms have a full breadth of live engagement features, which are designed to provide customers with the best possible online experience. If you’re ready to upgrade your online customer support with live engagement, here are the top 5 things you’ll need to do before going live.