Similarly, visitors can also call for help using the chat icon on e-commerce websites for pre-sale queries. Once a visitor requests a chat, the chat operators will receive a notification and voice alerts about the chat request. Once the chat request is accepted, visitors can ask any questions online.
Suggested Read: 20 Online Chat Etiquette for Excellent Customer Service
How Live Chat Support Software Works
Online chat software is a bundle of services that will enable a communication channel between website visitors and site owners or moderators in real time. Generally, it consists of three major modules, namely, operator console or chat application, chat server and chat window. Chat software providers will provide a short HTML code after sign-up and site owners will need to integrate this code into their web pages to enable the live support service.
If a live support software visits the integrated website, the embedded script will post the new visitor data to the online chat server and, in turn, the server will pass the new visitor information to the live operators. After receiving the new visitor data from the server, the Operator Console application plays a sound to alert the operators about the new visitor. The operator console will display information such as city, state and country, keywords used in the search engine to access the site, past visitor history if any and chat messages if any. This information will help the operator to understand the importance of the visitor
Benefits of Live Chat Software
The traditional way of providing customer service using the telephone or email has been revamped. With the help of the chat system, business owners can now give their customers the option to receive the level of customer service they deserve through the chat system. Below are the benefits of having chat software as compared to traditional methods.
- Know your web site visitors in real-time
- Help web site visitors when they need it
- Quickly resolve pre-sale inquiries
- Increase your operator's efficiency and productivity
- Increase your sales volume
- Decrease your operating costs
- Increased customer satisfaction and brand loyalty
What are all the businesses that can use live chat software?
Live support chat software can be used with great efficiency by literally any business that has web and online facility. It can be used in the following business or industry for their sales and customer support. Chat software is the ideal solution for real estate agents, realtors and appraisers to handle home purchase queries and follow-ups. Web hosting companies, web designers, financial brokers, e-commerce websites, exporters, software companies, online game websites, insurance companies, banking and almost all businesses that deal with customers through websites.
Suggested Read: Why Live Support Software Is The Best Option For Your Website
Factors To Consider Before Buying Live Chat Software
- Check the age of online chat providers. The old one will have more features and it will be bug free chat software.
- Check if they are providing genuine 24x7 support. Because, many new providers can only cover one time zone.
- Check if it's easy to integrate into a website, blog, etc.
- Hosted live chat service is better than the install able version
- Check if the chat windows are customizable, so that it can match the look and feel of any website.
- Make sure the software supports all major browsers.
- To enhance the customer's live chat support experience, there are some basic features that you need to check out. For example, packaged messages, chat forwards, push HTML pages, multi-operator chat conferences.
- Check the price of live chat services, the ideal price is 20 to 30 US dollars per operator license. Compare rates, and check for additional setup fees, if any.
- Post chat surveys are a great feature to get customer feedback after chat and will help support management to train and improve the customer support system.
According to a recent customer survey, 82% of survey respondents said a chat session positively affected their view of that business. And 68% were more likely to purchase from the retailer again. What's more, 75% of the respondents said they were more likely to visit the web site again and 65% said they received better service than over the phone. 52% made more purchases due to live chat support.
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