Essential Features for Top-notch Live Chat Software Solutions

We are living in an advanced tech world where getting in touch with a customer care executive is just a few clicks away. 

With the live chat tool, you can get all information about a product or service instantly on a chat from an online support officer. 

It is different and better than chatting with a chatbot as it improves human-to-human connection. 

It is an efficient tool powered by real-time automation that includes functions like unlimited chats, support monitoring, detailed analytics, and more 

Therefore, for a progressive company, integrating the best live chat software is a game-changer and highly profitable. 

In this article, you will find out the features required for top-notch live chat software to improve your brand’s overall productivity. 

Top Features of Live Chat Software

Here’s an eye-opening stat – 95% of consumers would rather want slow and personalized live chat support if it delivers a better customer service experience (Kayako, 2021).

This report is especially helpful in understanding the growing trend of chatting online with a human instead of calling or messaging. 

Let’s look at the necessary features that a top-notch live chat software should have that align with the company’s products and services. 

Customizable Chat Widgets

In the e-commerce market, a brand is recognized by its logo, website layout, and features. Then why not customize the live chat widget with appropriate graphics?

You might be surprised to know that this small detail helps identify the brand among the customers and brings cohesiveness to the entire website design. 

USEFUL TIP
You can choose between using an easily customizable banner image, or an agent avatar to make your site widget interesting and relatable. 

Proactive Chat Invitations

There are many ways to use proactive chat invitations. The four most common methods are:

• Including Pre-chat surveys helps an agent review the context of the issue before starting the live chat.

• As soon as the website opens, the chat may appear as a pop-up in a corner which helps visitors to interact and stay on the website longer. 

• Some companies set a scroll time for an app visitor. Once they have spent a few seconds reading through the pages, the chat opens automatically before the reader’s attention is lost. 

• Some customers get frustrated by instant pop-ups of ads or chat boxes. So, brands prefer giving an option on the side panel of an app, that the users can click in case they have a query. 

These options should be conveyed to the software development team after crafting a robust marketing strategy. 

Chat Transcripts

No matter how efficient your sales and frontline customer service team is, there will be a time when you want to check for any hidden grievances of users. 

This can be done by using chat transcripts, including post-chat feedback, which are the recorded messages between the client and the executive. 

Integrating this feature into the software to improve the support system and devising different ways of dealing with unexpected scenarios. 

Multi-Channel Support

Every e-commerce website and app is connected to multiple social media platforms. 

In fact, when connecting to customers, so many online channels could be utilized like forms, email, WhatsApp, etc. 

It is an integral part of new age marketing making it easier for the customers to find their favorite brand on their preferred media channel. 

STATISTICS:
The graph shows that out of all the multi-channel support, live chat is the most preferred by the customers leaving a positive impact. 

Integration with CRM and Help Desk Systems

CRM or Customer Relationship Management system integrated in software helps speed up the entire help desk process. 

It is most beneficial to save chat transcripts, assess CRM contacts, and update CRM contacts directly from live chats. 

The most significant role played by this collaborative tool is prioritizing customer queries and resolving them as soon as possible. 

Reporting and Analytics

Streamlining software for live chats brings different marketing teams together to brainstorm improvements. 

Therefore, by adding reporting and analytics in live chat software solutions, companies get feedback about customers’ interest in their business. 

Management can create real-time reports and implement fresh ideas to help consumers more impactfully. 

Advantages of Live Chat Software

The above points confirm that integrating the above live chat features in an e-commerce software benefits the brand and the customers. 

Utilizing it properly improves the trust of customers in an organization. Other advantages of live chat apps are:

• It increases customer satisfaction by grabbing the attention of potential users and retaining existing ones. 

• Brands can personalize their online channels of communication.

• By speeding up the resolving process, reduces the chances of customers’ pain points.

• There is a better conversion rate and increased trust of consumers in a brand. 

• It boosts the overall efficiency of the entire marketing team. 

• This also helps a company to stand out among competitors and increase profits.

Conclusion

Every online store wants its website to have functional and profitable features. And live chat provides that creative marketing opportunity to businesses. 

By integrating the features mentioned here in the live chat software, brands create a positive impact on users. 

This human-to-human connection to resolve queries also retains trust in a brand ready to offer instant resolutions. 

It also highlights the importance of maintaining communication helping industries scale new heights of success.   

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