What to Look for in Live Chat Service
We’ve highlighted attributes that we at Live Chat Support Software Review consider to be most important when purchasing online chat software.
* Live Chat Easy Setup & Operation – Look for a live chat service that is simple to set up and maintain.
* Live Chat Customer Convenience – Little conveniences make all the difference to a customer, like knowing their question is receiving attention even before the live chat operator sends the response (typing indicator). Or the offer to email a transcript of the live chat session to the customer afterward.
Big conveniences make a difference too, like your customers’ ability to receive documents, images, or the right webpage directly from your live chat operator. Look for features like these to delight customers.
* Live Chat Operator/Manager Convenience – Make live chat simple, not a chore for your operators. Features that add to operator convenience include: prewritten chat greetings you can edit, visual and sound alerts, a built-in spell-checker, ability to run several chat sessions simultaneously, and the ability to transfer live chats to other operators.
Built-in, customizable chat buttons and images can reinforce your company’s branding efforts, and remote administration means you can make changes on the fly from any computer. And management will be delighted with the automatic online/offline status and messaging system to avoid losing a single customer.
* Live Chat Monitoring and Tracking Abilities – With the right tools, you can collect rich information about online visitors, including the website they came from, what pages they visit on your site, even the browser they use. You can see if the visitor has been on your website before, look up past chats and customer information then launch a live chat. Some chat services even offer a built-in “Who Is” browser lookup if you want to learn more about a specific customer.
* Live Chat Marketing Features – Top features to look for include live keywords to help you understand your customers’ goals, and the ability to send your customer a survey after chat is complete. On your website, you can add a floating invitation to chat, or even place advertisements in your live chat window.
All these features give you the opportunity to serve your customer better (and to get your customer’s attention).
* Live Chat Safety Features – If you deal with sensitive data online (such as customer financial information) look for a live chat service that offers SSL secure data transfer abilities so customers can chat about sensitive issues with confidence.
The ability to block an IP address comes in handy when a customer becomes belligerent or aggressive. To avoid further confrontation, (and wasted chat operator time) simply block that customersâ computer from accessing your live chat server.
Live Chat Customer Support – Look for live chat services willing to help you in ways you find most convenient: live chat support, email, and/or a toll-free telephone number.With live chat support services, you truly have all the tools and resources you need to turn a first-time customer into a lifetime customer.