Good customer service is a key element of a business success. It can be achieved by strong communication approach with your existing and potential customers. Live Chat software is the most effective way for customer interaction of all possible way in e-commerce industry. There are many live chat service provider in the market but a right chat software that suits your business need as well as easy to operate will help you in driving more sales. Some factors are mandatory to consider for examining vendors ability to provide excellent live chat software.
Easy Setup and operation
Consider live chat software that can be easily integrated with your website and user friendly. The software should be compatible with your website codes and doesn’t affect your website download time.
Features
Look for only those features that you required to chat with your website visitors. Additional features should be secondary element to consider.
Chat Operator Convenience
Live Chat software should be easy to use for your operators. So consider those features on priority which help to improve operator’s efficiency. Feature that improve operator’s efficiency includes: editable canned messages, audio-video alerts, spell checker, multiple chat session at same time, chat transfer to other operators, Chat routing, Co-browsing, automatic online/offline status, offline messages etc. The software should be customizable so it gives same look and feel of your website as well as increase your company’s branding.
Chat Customer Convenience
Little conveniences to your customers make you a step ahead from your competitors. It adds an extra value in your customer support. You should look for features such as pre-chat form including their question before live chat, greeting message, chat transcript email, feedback form after live chat session, Document transfer from customer side etc. look only those features which make your customer delighted.
Marketing Features
Marketing features includes live keyword, that your customer has entered, which helps you to understand your customer’s goal and also have ability to send a post chat survey form after chat completion. There should be floating pro active chat invitation on you your website and ability to push an advertisement to your browsers. All these features give you a chance to serve your customers in a way that feel them special.
Safety Features
Look for those service providers who offer SSL secure data transfer abilities so customers feel free to provide sensitive information on chat. Software should have IP blocking facility so chat operator time would not waste by avoiding those customers who are not your prospects
Traffic Monitoring & Tracking Abilities
This section includes the information about your visitors like geo location, system information, personal information, refers that they used to land up on your website, time and pages on which they have visited, previous chat transcript.
Customer Support
Service provider must be willing to help you in a way that is convenient for you. Service provide must have live chat support, email support and toll free number and a telephone number so that you will become a life time customer of that service provider.
Pricing
Pricing should be straight forward. There should not be any hidden cost or any other cost. Upgrade features should be free of cost. Software should be value for money.
Story behind Live Chat Software Comparison Website
You can have a look of those websites which offered live chat software comparison reviews after their research. Those website are good resource but not 100% reliable. There are many live chat comparison website such as top ten reviews, live chat comparison, and some individual live chat vendors they have prepared their own live chat software comparison chart. Some websites do not give the correct information like top ten reviews. The price that they have mentioned is not available on that vendor’s website. Price on live chat vendor’s website is less. Like some vendor’s have different prices depends on package
| Live2Support |
Bold Chat |
Live Person |
PHP Live |
Velaro |
| $9.99/Month |
$29.00/Month |
$99.99/Month |
$49.95/Month |
$52.95/Month |
Same scenario can be seen in features section. There are some features of Live2Support Live Chat Software that are hidden in present live chat software reviews. Most popular features of Live2Support chat window customization is not mentioned in their live chat software comparison. There are some other features that they have not mention of other service providers. This shows ambiguity of Live Chat software comparison websites.
Selection of Live Chat Software
Free trial is the best way to evaluate live chat software. Maximum Live chat service vendors offer free trial which is from 7 days to 30 days depends on service provider. It is the only way to select live chat software for your website and customer. During free trial, you will be able to evaluate features, operation, customer support and other factors which are required to fulfill your needs.
So visit the website and explore free trial then select a live chat for your customers. After all your customers is the most valuable asset for you.
