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

A solid live chat software with the right features can help a company instantaneously provide answers to customer queries resulting in enhanced overall customer service. In my last blog, I elaborated on some of the features of live chat software that make life easier. Now I will discuss the remaining nine features.

256-bit SSL (Secure Socket Layer) Encryption:

SSL encryption ensures high-level security during chat sessions and keeps the entire chat session between the company and customers totally secured from unauthorized persons, hackers, etc. With SSL encryption, vital information that customers furnish is kept secured while at the same time, if someone accesses the chat transcripts they are in an unreadable manner as transcripts are in a fully encrypted form.

Multiple Chats:

With this feature, a chat operator can interact with multiple customers at once. This feature is useful at times when there is heavy chat volume and fewer operators available.

Visited Web Pages:

This feature provides details of different web pages that were visited by customers. Knowing which web pages were visited by customers enables companies to optimize those web pages.

Saving Chat Transcripts or Sessions:

This feature allows storing or saving of chat sessions which can be viewed by the operators for reference, learning, or any other useful work. These stored chat sessions or transcripts can be easily reviewed to respond in case similar situations arise during the interaction.

Canned Responses:

This feature allows operators to quickly respond to customers’ routine questions on pricing, products, services and more through already prepared or canned responses. Since customers are less likely to stay for more than 15 seconds on a website, these canned responses can provide quick help, more answers, and also speed up chats when handling multiple customers.

Transfer Chat Session:

This feature is useful when a chat session needs to be transferred to an experienced chat operator in case the customer wants more in-depth details. This feature is also helpful in learning as the new operator can also watch the live chat session. The experienced chat operator can monitor the chat session and provide crucial inputs during the chat session. More than one chat operator can interact with a customer without the customer knowing that there is more than one chat operator.

Chat History:

All previous chat sessions with a particular customer or operator can be viewed using this feature. This becomes helpful when the same customer returns for a chat. It is valuable to understand customer behavior and helps in training new chat operators. If chat history is visible, then a customer can be efficiently served from the inferences drawn from previous chats.

Co-Browsing:

Through this feature, the movement of a visitor on a website can be followed. The operators can also take control of web pages that customers are viewing and can even change the web pages being shown on a customer’s monitor. This feature is also helpful while filling out forms, check out process and much more.

Reporting Tools:

Reporting of operations is essential as it helps to improve business efficiency. Reports are available on chat statistics, ratings per operator, detailed history of chat invitations, most visited web pages and much more. Reports can even be generated which provide details about the referring pages through which visitors landed on a website.

By |2011-09-19T11:17:16-06:00September 19, 2011|

Author

Patrick joined Etech in 2000 and has held a variety of Leadership positions. In 2005 he helped lead the training of the first outbound and inbound team members in the Gandhinagar, India facility. Built on the success of this original team, Etech has been able to grow the outbound, inbound and web chat sales teams in India from 30 initial team members to its current team of approximately 600+ team members.

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