7 Things To Look For in a Live Chat Solution

The speed of life we live is clearly having an impact on the world of customer service. Customers are not used to waiting, and as a result, any customer can grow impatient in a matter of seconds. Live chat is an excellent tool that can bring customers and businesses closer together while solving their problems, but live chat software needs a number of essential things to ensure customers are given what they need. When you are on the hunt for the best chat software for business needs, they need to include a number of key features that solve customer problems and make life easier for your customer service agents. You need to consider some of the following:

Customisation

Your live chat software should feel like an extension of your brand. The importance of customising your chats will go a long way to make your customer feel like they are part of the experience.

Rather than using chat tools and displays that clash with your business brand, having a dashboard with unique configurable controls that can showcase a logo or the colours of the business goes a long way to ensuring your customer feels like they are supported, even before they have typed a word.

Video Chat Options

Live chat is not just about the words we use. It is critical for a customer to feel like they can communicate with us in a method that suits them, which is why live chat is an amazing way to engage with visitors in real time.

There will be live chat encounters when a customer is not able to communicate what they want in a strict number of words or paragraphs. A customer may need to prepare what they have to say, and having the option to switch to voice or video chat can ensure they feel more supported when they are in your company.

Effective Security

Live chat software should enhance our customers' experience. They want to feel they can trust your business and nurture a great relationship. If they feel the live chat is not secure, they won't feel so inclined to be their true self or hand over sensitive information, such as their name, address, and contact details.

The live chat software you should have in place needs to allow for secure data transfer in compliance with the GDPR regulations from 2018. A very simple thing, but because of the sheer volume of data breaches that occur, having effective security puts both sides at ease.

Chatbots

Live chat software is becoming more sophisticated, which can only improve your relationship with your customers. However, chatbots, which are used by approximately 23% of businesses in 2022, can still be viewed with suspicion by some customers. As far as productivity is concerned, having a chatbot will keep a customer on the line while an agent gets ready to continue the conversation with them. The issue is that many customers can feel that if they're just speaking to a bot this doesn't help get the conversation flowing, but this is where NLP (natural language processing) can be invaluable.

Tools like Artie (AI) can provide a lot of information to the customer, which may be more than enough to keep the customer satisfied. A chatbot is going to make a big difference to the feel of live chat, especially when it can be configured to “sound” more human. As customers are using live chat to speak to someone, they want human responses the first time around. Chatbots can be viewed as primitive; however, because of the evolution in AI, chatbots will be the future.

Auto Assigning

Chatbots are a fantastic way to bridge the gap between the customer and the business if agents are busy, but many live chat solutions can also be used to direct conversations to the correct member of the team. Many times, a customer will want to speak with someone that they've dealt with before for ease. Auto assigning can be a fantastic tool in live chat software because this will decrease frustration from the customer's point of view and means that productivity is greatly increased.

When the right person from your team speaks to the customer, the customer can get the answer they need quickly and this will improve the customer experience and reduce the time other members of the team would waste on customers, especially when it comes to making purchases. Having the right member of the team speak to the customer the first time will personalise the entire experience.

Integration

To get the most out of live chat, it means to be customisable to improve the customer's experience but it also needs to fulfil its potential. When it comes to effective customer relationships, it is important for live chats to seamlessly integrate with your business's current software and dashboards. Our software is completely integrable with a wide variety of platforms such as Salesforce, MS Dynamics 365, Google Analytics, and social media. Integration with your software or commonly used platforms will ensure it reaches its potential.

Your customer agents will get the benefit of improving customer relationships and seeing the bigger picture when live chat is integrated with your commonly used business tools. This doesn't just help to give customers instant responses in a way that suits them, but it also decreases waiting times and improves productivity, and all of this is going to help the customer experience along. Integrating tools with your live chat solution allows everyone to work better together.

CRM Support

Using multiple integrations can result in lost opportunities because agents are not able to access the information quickly or it is not organised. A live chat solution that works with your existing CRM is a fantastic way to streamline the data and use it to market to customers.

A live chat solution should improve how customers interact with businesses, but it should also increase productivity and make work easier for everyone. If you are hunting for the best chat software for business dealings, Click4Assistance offers a completely customisable platform that will instantaneously make your working processes simpler and more effective.