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Live Chat Software Features You Shouldn’t Live Without – Part II

September 15, 2011 Patrick Reynolds

Efficient live chat software features ensure better communication with customers leading to higher customer satisfaction and increased sales. In our last blog, I introduced you to many of the live chat software features that make life easier for managing your business. In this blog, I will elaborate on the first eight of those features.

Multiple Users/Operators:

There may be times when a company will have to cater to multiple visitors across its website. This feature will interact, monitor, and watch the potential customers visiting the website with one single account. This feature also enables inter-operator activity such as chat forwarding, chat conferencing, and operator-to-operator calling which is helpful in providing good service to customers.

Live Monitoring and Tracking:

This feature allows real time tracking of visitors/potential customers on the business website. This feature can help to ascertain which pages on the website draws in a lot of traffic and gets maximum hits. These web pages can be subsequently optimized by improving the design and content.

Easy Installation and Integrating:

Live chat software should be easy to install and start quickly. It should also be easy to integrate with any page of the business website. Many software solutions provide for an easy copy and paste code that can be readily integrated in website pages. This feature allows any tech or non-tech savvy person to easily paste the code in the website to provide live support to customers.

Customizable:

Live chat software must be customizable. With this option, companies can customize the chat window color, theme, image, and logo in order to suit the company’s branding strategy.

Geo Location Details:

It has become essential for companies to know about the location of the visitors or customers who are visiting their website. The Geo Location feature allows companies to get detailed insights into various metrics like city, state, country, operating system used, browser details, user time, search engine with keywords and much more.

Proactive Chat:

When a potential customer or visitor visits a company’s website, they may not be sure about where to find the right information related to any product or service. In this case, if instant help is not provided, then it may lead to a loss of possible leads as customers can jump to competitor websites. If live help is offered through live chat then the chances of losing potential customers is significantly reduced as the queries or complaints of the customers are quickly solved. Providing proactive chat on specific pages of a website such as details about products, checkout process, etc. can offer customers instant answers to their queries and increase sales.

File Transfer:

The presence of this feature will increase customer confidence in a company and help in speedy resolution of customer queries. A company will be able to clearly understand the exact nature of problems faced by customers. Care should be taken while using this feature and virus scan should be implemented to ensure virus free file transfer.

Departments:

This feature allows customers to select the department with which they want to chat. This feature is useful for larger corporations whom tend to have a greater number of online customers. In this case, the customers can directly select the department and get their questions answered.

Stayed tuned… I will discuss the remaining features in my next post.

Patrick Reynolds

Patrick Reynolds is the VP Partner Strategy for Etech Global Services and has 19 years of experience while working with Etech. Patrick has held variety of Leadership positons at Etech. His responsibilities at Etech includes leading Etech’s chat operations in the 4 Texas and the 2 India based locations.