10 July 2014 | 4773 views

Online Chat Software - Sounds and Signs for Success

Online Chat Software - Sounds and Signs for Success

Notifications can be found in almost every program and they are often taken for granted, but they play a vital role in creating a full customer experience. One of the most important capabilities of Click4Assistance online chat software is that it allows your team to multitask. If you receive heavy traffic to your website then it’s important that your customer-facing agents can manage their own workload, i.e. the number of chats they wish to engage in simultaneously. This is made easier through audio and visual chat notifications.

Some organisations may be worried about their agents missing chats because they are too preoccupied or there is too much clutter on their PC’s desktop to notice a pop-up notifying them of another chat. To resolve this issue, Click4Assistance online chat software uses sounds to inform chat operators that a website visitor is waiting to chat.

While operators can adjust the volume through their PC’s audio output, the actual noise that sounds make can also be changed through the Click4Assistance settings

In fact, a whole range of audible and visual alerts can be specified. For example, if you work in a busy office with lots of voices and printers, it’s important to choose a distinctive noise. If you work in an environment that requires peace and quiet, then muting audio from your online chat software in favour of a more noticeable visual is preferable.

Audio options can even be set within the chat itself. It’s not unusual for website visitors to initiate a chat and then respond irregularly, sometimes for several minutes. During this time it’s important that your team should be able to resume other tasks, without the fear of missing the visitor’s reply. Therein lay the advantage of live chat – unlike a phone conversation, online chat software allows agents to perform other tasks while answering questions from customers. Your chat operators can therefore answer emails, fill out paperwork and pursue other daily tasks while relying on the audio notification to inform them of activity from within the chat window.

If you choose to add live chat to your website, make sure that the software includes a number of notification options, both audio and visual. Not only does Click4Assistance signal operators when a chat is awaiting acceptance or a message has been sent, it can also be configured to notify your team of conversions.

There is even a separate audio cue for when a conversion occurs that was preceded by a chat

This form of conversion tracking is particularly useful for recruitment, sales and other industries with a heavy focus on commission. Implementing a recognisable sound for credited conversions at a volume that can be heard across the entire office can boost morale and nurture a competitive atmosphere.

Most user-facing software uses a wide variety of notifications, but this feature is even more important for online chat software– where optimisation of resources is at the heart of the technology. At Click4Assistance our commitment to customisable and configurable live chat includes audio and visual cue, a small freedom that can make all the difference.

Popular Blogs

16 Sep 2015

Live Chat Software for Charities – Reaching out to those who need help

Charities are using Live chat software to help people in difficult situations, by offering secure advisory services through live chat rather than normal means of communication such as phone or email.

Read more
17 Nov 2016

Card One Banking’s Success with Live Chat on Website

Card One Banking is an independent company that has provided current accounts and payment services since 2007. 

Read more
7 Jun 2018

Norfolk County Council Offers Chat as Another Contact Method for Residents

Norfolk County Council approached Click4Assistance in March 2017 with their requirements to add chat to website. After going through the procurement process, a few organisational shifts in project managers and tweaks to their chat configuration, the Council was ready to unveil their new communication channel to residents in January 2018.

Read more

Find out more

Live chat dashboard with chat window example

Live chat

Learn how live chat can help empower your organisation.

Find out more
Coni chatbot live chat support Arti AI for live chat business support

Chatbots & AI

Learn how chatbots and AI can help you engage with your audience.

Find out more
integrated omnichannel communications

Omnichannel

Connect with your audience using multiple omnichannels.

Find out more

Discover more

Want to see how live chat can work for your organisation?

See examples of web chat and chatbot implementations for your industry. Be inspired by how other companies in your sector use live chat!

Download web chat and chatbot examples for your industry

Embrace new ways of engaging with your audience!