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Live Chat Software Features You Shouldn’t Live Without

September 09, 2011 Patrick Reynolds

The way companies’ conduct business has changed significantly due to the internet. Maintaining a robust online presence has become an integral part of any business activity as large numbers of consumers are shifting to online at a quick pace. According to eMarketer, the number of U.S. consumers researching or shopping online is steadily growing and will surpass the 200 million mark by 2015. With the online community growing on a similar path, the need to have live chat software to provide efficient customer service is also growing.

Selecting the right live chat software needs to be done carefully. The features of the software determine the level of customer service provided by a company and can leverage possible leads to drive sales. Before making a final decision on live chat software, make sure it has the right features. Below are some of the prominent features that should be present in live chat software.

  • Multiple Users/Operators
  • Live Monitoring and Tracking
  • Easy Installation and Integrating
  • Customizable
  • Geo Location Details
  • Proactive Chat
  • File Transfer
  • Departments
  • 256-bit SSL (Secure Socket Layer) Encryption
  • Multiple Chats
  • Visited Web Pages
  • Saving Chat Transcripts or Sessions
  • Canned Responses
  • Transfer Chat Session
  • Chat History
  • Co-Browsing
  • Reporting Tools

 
We will discuss each of these features in our next several blogs.

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.