Live chat software has changed the way that businesses interact with their customers, and in the days of coronavirus and social distancing, it has become even more important for businesses to be able to accommodate their customers remotely. Which features are important in a live chat software and who supplies these features best for your business?
There are live chat software platforms for every size of business, from small businesses to huge corporations. The key is to choose the live chat platform that is best for your company’s needs. This includes looking at integrations, ease of use, security, metrics, features, and more. Read on to learn more about what to look for when choosing the best live chat for your website.
Some live chat software options take a while to get up and running and need the involvement of a whole IT department. Others, though, are quickly integrated into your website just by adding a snippet of code or attaching a plugin. Pure Chat is one of the easiest to set up. There are plugins available for some of the most popular website platforms like Shopify, Weebly, and WordPress so that you don’t even have to copy and paste the code. Other website builders get dedicated setup guides to hold your hand while you get things up and running. Guides are available for GoDaddy, tumblr, SquareSpace, and HubSpot.
The best live chat apps will be easy to use. Having a confusing UI interface just means that your customer support agents are likely to get confused during the course of the chat. One of the simplest live chat interfaces is offered by HappyFoxChat. It’s a clear and clean chat window that has all of the information your support agents need included within the window. It’s actually so easy to use that you can run multiple chats at the same time through the simple design. Pre-set responses can be activated by typing a hashtag so that agents can keep up with more than one open chat window at once and it integrates with over 100 apps.
Live chat software is primarily there so that you can provide ongoing help and support to your customers, but the best live chat software lets you do so much more than that. One of the key ‘extras’ to live chat software is the ability to gather and analyze customer data. It allows you to learn more about where your visitors are located, what browsers they use, their demographics, past purchases and chat history, which areas of the website are the most prone to visitor confusion, abandoned cart rate, and more.
Intercom is one of the best at visitor metrics and reports. You can assimilate, manage, and analyze reports on customer data, sales rates, and customer engagement figures. Lead tracking tools complement your marketing efforts and you can tailor your view according to which one of three areas you’re most concerned about – sales, engagement, and customer support.
LivePerson/LiveEngage also offers extensive visitor monitoring tools that give you insight into your customers’ location, the contents of their cart, which pages they visited prior to opening a chat window, and previous chat history. You can generate comprehensive reports that show conversion rates and abandoned cart rate and respond with tailored offers and discount vouchers. It’s an extremely powerful live chat software platform with open API and integrations with social media and CRM applications like Salesforce, but you do pay a proportionally high price for all of this functionality.
Your live chat software won’t be operating in a vacuum so it’s important to check how easily it will integrate into your existing ecosystem. For some companies, integration with social media channels is vital so that social media complaints can open up a live chat ticket directly. For others, the focus is more on integration with your existing CRM so that you can take the data gathered by your live chat software and use it to influence your marketing and sales campaigns. If you have plenty of home-grown applications you’ll also need a live chat platform with an open API so that your IT department can integrate it with your own applications.
Olark offers plenty of integration options as well as a fast setup process with a plugin for WordPress users. It integrates directly with Salesforce, MailChimp, HubSpot, WordPress, and Shopify among other popular applications. An open API allows for integration with your own apps and you can add dozens of third party mobile apps.