Key Features that Live Chat Software Must Have To Support Your Business

 

Instant engagement and clear communication are two factors that each demonstrate a great live chat system. This ensures customer satisfaction and loyalty.

However, these are not the only benefits that live chat software provides.

Most brands are willing to invest in live chat software service, which is why it helps to increase sales. It gives an edge over competitors, addresses customer issues, and enhances market access.

If the chat software does not have the following features, it would be impossible to have all these benefits.

1. Proactive Live Chat

In the present profoundly competitive world, brands need to struggle to keep a solid client base. This is the reason brands are eager for any advertising strategy that will give them an edge over different brands. The idea of ​​chatting with your customers through a click of a button is a specific one. This has become a key feature of chat software, helping the brand to gain more customers.

2. Visitor Tracking

The tracking feature allows brands to track all site visitors, including their potential customers and repeat customers. Visitor tracking provides details about time spent by visitors in chat, activity of chat agents, record of conversations etc.

3. Chat Rating

It is necessary to get customer feedback to improve service quality. This is why it is very useful to have this feature in live chat software. Positive reviews will help build the agent's confidence. Negative reviews will urge them to work at their best.

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4. Chat Routing

This is an impressive feature that helps in making chat service faster and more efficient. With this key feature, an agent can transfer incoming chats to another agent if it is already associated with a visitor. This will prevent the customer from waiting for their turn. Their issue can be dealt with as soon as possible.

5. Mobile Optimization

This function will provide assistance to those who visit websites from their mobile phones. They can make the most of live chat through mobile optimization. This feature will make the customer experience more meaningful.

6. File Transfer

Transferring a file from an agent to a client can be complicated. But not if your live chat software has the facility to transfer files. An efficient, built-in file transfer aspect will enable the agent to easily share files in chat.

 

All these amazing features can be found in the best live chat software. They can easily help increase conversion rates when used smartly.