Live Chat Software

Every software includes several USPs that make it popular among the users. Live Chat software is no exception to this fact. It includes various attractive features which are very beneficial for all sorts of businesses and websites. It includes-

Widget customization: One of the most attractive features of the live chat software is it allows the users to customize the chat widget as per their preferences. You can plan the size and position of the widget on your website. There are no limitations as to where you can insert it on your website. Just like you can adjust the apps on your smartphone including their size and position, the same goes for this software. It is recommended to fix it at a place where it is easily visible to the website visitors.

Automated responses: There are a few obvious questions that all the website visitors might ask when on the live chat platform. For such questions, you can have a canned response. It looks both professional and attractive. Your employees won’t have to type down the answers to such common questions. So, it also saves time and effort for your engaged employees in the live chat. Try to create short and effective canned responses in order to avoid confusion in the minds of the readers.

Customer’s data: The live chat software has a great benefit for you. It offers a quick sneak peek into the information of the visitor like their location, browser language, time zone, etc. All these are kept safe without any threat to the visitor’s personal information. However, you get this information in order to provide better answers and services to particular users. It also helps you in understanding customer behavior.

Specific messages: You are also allowed to send the one-time targeted message to your visitors. You can send this message based on the customer’s personal information like location, language, etc.

Filtering out spammers: This software also helps you keep away the spanners and hackers. You are allowed to get the email addresses of your visitors. Using the email address, your employees and team can filter out the spam visitors in order to keep the authenticity of your website maintained.

Typing and online status: Just like the features in instant messaging applications, you can have real-time insight into the typing and online status of the customers. It tells you when the customer on the other side is online or typing a message. In lieu, your typing and online status are also shown to the customer. It gives them a sense of authenticity as they can expect a quick reply.

File sharing: The live chat software has an option of file sharing. Using this icon, you can share related files or documents with the customers and the customers can also do the same.

So, these are some of the features that the live chat software offers to its users. In detail, you will find a lot of other features that can act as a bonus for your business.

You can plan your own technique of buying the right kind of live chat software for your website. In case you are yet vague about what process can effectively help you in choosing the best software for your website, you can follow these simple tips and tricks-

It is very important to involve your whole team in the discussion. This is because the number of viewpoints you get on a topic, the better your decision becomes. Ask your team members to collaborate productively and serve their opinions regarding the purchase of live chat software.

It is quite obvious for your website to have something lagging that has made a call in your mind for live chat software. So, it becomes easier to decide once you pen down the issues your website is currently facing in terms of customer care. Whether it’s the late response, low customer gathering, etc. pen it down minutely.

The next step is to realize your website’s requirements. Along with this, keep in mind the needs of your team. Jot down the instant needs of your business and then decide accordingly.

Budget plays a vital role in choosing any software for your business. It is vital to decide the correct budget that does not hamper your business from either side.

Surf the market for the best possible live chat software and then, later on, shortlist the ones that you find most suitable for your business.

Go through the customer reviews and feedbacks. It gives you a real insight into the working of the particular software.

Try to go for the one that includes a demo session of the software. It helps you realize it or not your employees are compatible with the software. You can also see if or not the software is capable enough to solve your website woes and provide you with your expected requirements.

When all these are done, you are all set to buy the one you find on the topmost aisle of your choice.

There are a few things that you cannot overlook while purchasing live chat software. This section however may differ from website to website but more or less, the must-have features of the live chat software remain the same. So, if you are willing to buy a live chat software, try to seek the following components in it-

Dual premise software- These days businesses are shifting from on-premise to cloud-based software. Hence, you must buy the one that offers both on-premise and cloud-based features.

Omni-channel feature- The live chat software you are looking forward to must be capable of being operated on both web and mobile versions. This feature will bring you more and more customers as not everyone always operates a website on desktop versions.

Budget: This is one of the most important considerations before any major investment. Plan your budget and work accordingly. Do not go out of your budget as it may cause you long-term harm or don’t go too low in the budget as it may bring you less worthy software. The budget depends upon your affordability capacity. Surf your level best and find the one that suits your financial capability.

Features offered: You must have penned a lot of requirements that you expect the live chat software to fulfill. You may or may not find the one that fulfills all of these. So, focus on the one that satisfies you with the fulfillment of the maximum possible requirements.

Compatibility: It is very important to understand if or not your employees are compatible with this new introduction. It is quite obvious for them to find it completely new but that does not mean they cannot get used to it. Make sure it has sufficient training models for your staff to learn its uses.

Demo: Demo is very important for any software buyer. Without a demo version, you cannot acknowledge the actual working of the software. It is obvious that no business model would wish to invest in blind software. So, look for the one with a demo to become sure before making the final purchase.

Futuristic use: Investment in business software are always long-term planning. It is not rational to invest in new software every now and then nor it is a smart move. So, it is better to buy the one that tends to integrate the customization options. The brand must offer you frequent updates to meet futuristic needs. This is because with changing needs, the software also needs to be modified.

Easy bugs reporting: Software is built in order to ease our task. But as it is man-made, it is obvious to have some or the other loopholes in it. But this is not the issue as far as the parent brand is ready to report and work upon the loopholes. If the terms and conditions lay the scope for such backbones, the software is all set to buy.

The popularity of the live chat software is increasing day by day due to the amazing benefits it offers to the website. Not just the website but it also offers the customers in various ways. These benefits include-

Immediate customer service: Quick customer response is what the modern-day system demands. Everyone is in a rush and nobody has the time to wait hours for replies. So, when it comes to the live chat software, all these features are well equipped. This is the major and most basic benefit of this software. It provides a platform where the customers can connect with the team in no time. This real-time communication solution allows the customers to communicate with the team via live chat.

Helps in trust-building with customers: The live chat session makes the customer believe in the website and the brand to a great extent. The offers and terms of the website sound more authentic when the buyers are able to connect with you. It builds a sense of trust which in turn brings a huge customer base.

Understanding the customers: The agents involved in the live chat get to know a lot about the customer during chatting. The way the visitor talks, their emotion, needs, and preferences are all noted by the agent. It helps the brand reach out to the customer in an improved way. As a team, you are able to offer the customer exactly what they need.

Improved customer service team’s workflow: The traditional method of email communication was slower and time taking in comparison to modern technologies. When it comes to the live chat software, the solution lets your chatting agent handle more than one customer at a time. He gets to indulge more with the customer which is beneficial for the brand. The number of customers that could be handled at once may differ from brand to brand. You can choose the one according to your requirement.

Huge customer base creation: With the help of live chat software, your website can create a huge customer base. As people find it boring and time taking to communicate on other means, live chat is not just an easy-to-use for the customers but also attractive. So, it helps in calling for more and more customers.

An edge over competitors: Data and analysis have proved that the website with live chat tends to have more customer base and productivity. When compared to the businesses using traditional communication methods, it shows that those with live chat are more likely to get customer support, crowd, and purchases. So, if you are looking to get an upper hand over your competitors, this software is a good choice.

Here’s a list of some of the leading live chat software for your ease. You can have a look to decide which one suits your need the best.

LiveChat: Being one of the most popular live chat software, LiveChat has great market reviews. It has a customer base of more than 21,000 companies worldwide. It keeps the customer data secure and has great customization features.

Smartsupp: This live chat software is absolutely free with amazing real-time chatting features. It supports three different languages (English, German, Polish). You are allowed to customize the software as per your needs.

Olark: This software is very popular due to its beautiful interface. With its super instant customer problem-solving features, It has unlimited visitor seats. It supports customization and the English language.

Kayako: It supports the multi-channel help desk and an amazing live chat experience. It also supports customization and the English language. This affordable software is web-centric that has helped a lot of its users.

Proprofs chat: This live chat software is used by a number of websites for its advanced lice chat experience. It supports four Languages-Chinese, German, French, and English. With great customization features, it enhances the overall performance of your website.