Me: What features should you look for in a live chat software?
You: Pricing, proactive chat, canned messages, co-browsing, video chat, reports, and analytics.
Me: Is that all?
You: *Confused*
Well, I won’t deny, the features that you just mentioned are inevitable but not enough to ensure the flawlessness of a live chat software. There are a number of other important features that make a live chat support more helpful and help you make the most of your live chat implementation.
Here’s a list of a few, important features that a business should consider when selecting a live chat software solution.
Customization:
It’s a no-brainer that technology is prone to advancements. We see new trends evolving every now and then. This further pressurizes the businesses to keep abreast with these changes.
Now, if you try to help your customers using a conventional live chat software, you may not really be able to serve them as expected. The reason being, a conventional live chat solution does not cover all the needs of change. However, if you opt for its customizable counterpart, things become much easier.
So, it’s imperative that you look out for an online chat solution that offers an easy customization of chat buttons, chat skins, themes and more. This would help stay ahead of the competition. It would further help fulfill the business requirements in the long run and also help in maintaining brand identity across all marketing and customer-centric channels.
File-transfer mechanism:
An inbuilt file transfer mechanism can make it easy for the live chat agents to share the required information with your customers and vice versa. Also, all this can be done in the chat window itself. This easy file transfer ensures convenience and also has clear controls on compatible file types and file sizes.
So, when looking for an efficient live chat software for your business, opt for the one that offers a built-in file transfer mechanism.
Offline support:
As a matter of fact, the online chat support on your website is seen as a 24/7 assistance by your customers. They expect a person to answer their queries instantly, even if they reach out to the company at odd hours.
As far as a business is concerned, a 24/7 live chat service on its website surely increases the chances of making a sale. However, that’s possible only if the business actually serves 24 hours a day and what makes that possible is the integration of the chat software with mobile web browsers such that it is compatible with any phone.
Such an integration helps the customers reach out the operators through a text message even when they are offline. Once the operators receive a text message, they are directly connected to customers through a mobile web browser thus providing an instant support.
Visitor tracking:
This is yet another important feature that a live chat software should encompass.
The reason?
In order to serve your customers in the best possible way, it’s important to know them inside-out. That’s what a visitor tracking feature of an online chat software would help you with. It provides you a deeper insight into the behavior of your website’s visitors. It then enables you to learn about their hidden requirements and provide the most relevant solutions.
So, it’s imperative that you opt for an online chat software that offers proper visitor tracking tools. You can then use your live chat solution to garner valuable information about your customers. This information may include the amount of time spent by a visitor in the chat, your agents’ overall activity etc.
Watch out for these essential features when looking for an efficacious live chat software and you’ll surely end up making the most out of your customer support.