Installing a live chat software program is a must if you run an e-commerce site or if your company has its own website. Live chat capabilities enable you to connect with potential and existing clients in real time and on a more personal and more efficient level – definitely a step up from traditional customer service. In return, your revenue will increase because not only will your company gain customer loyalty. It will also, in all likelihood, become more popular because of its unmatched dedication to providing support to clients.
If you’re convinced that there is a need to incorporate live chat support in your website, the next thing you should do is find the right software solution that can meet your company’s needs. Below are some of the items concerning live chat software that you should consider before making a purchase.
Make sure that the software you choose is not only compatible with computers but also has mobile access. It would likewise be better if the program can alert the company via text message if there is someone in need of live support. This way, you (or whoever is in charge of providing support) can easily log onto the application and respond to queries anytime and anywhere using a mobile phone or tablet.
These are basically prepared statements that a live chat operator can readily send to a customer. These are very useful when engaging in two or three simultaneous conversations and in answering frequently asked questions quickly and competently. Before you purchase a live chat program, check first if it allows you to prepare several canned responses which you can easily access and send when needed.
As with blogging platforms, the best live chat application allows you to customize several of its features to meet your needs and preferences. This is very important because if the chat icon or button sticks out like a sore thumb, for example, the overall look of your website is ruined. One may argue that that is just an aesthetic issue, but it can negatively affect the consistency of your brand identity. On this note, opt for a program that allows for customization of themes, skins, and chat buttons among others. This way, you don’t need to install another application if you decide to do a rebranding of your business or change the look of your website.
Web analytics is important to anyone with an e-commerce site because it provides relevant data regarding the activity of visitors, including the frequency of their visits as well as the most popular page in the website. Correct and careful analysis of the said information can give you an idea of which among your services/goods is in demand and of how your business is doing in terms of retaining customers. That being said, if your budget allows it, choose a live chat software solution that has a web analytics feature.
Start monitoring your website with live chat software.