What is a SaaS live chat Company?

Live chat companies offer chat services to other firms, such as website chat apps and bots. Traditionally, they provided standalone solutions, divorced from the internet. However, today, many of their products are available via the cloud.

How SaaS Live Chat Works

Software-as-a-service (SaaS) is a novel way to furnish brands with the apps they need to thrive. Instead of purchasing a DVD or pen drive and forcing firms to install solutions on local computers, SaaS companies make their products available via the cloud. Customers can then access them from any location on any device without the need to manage updates.

Now, live chat services for businesses are entering the SaaS space. Leading brands, such as Click4Assistance, are making their chat products available as software-as-a-service, allowing anyone to access them anywhere at any time.

The way SaaS live chat works is simple. Website owners add apps to their sites and then pay a subscription to maintain them. Apps remain active for as long as firms require. If companies no longer need them, they can cancel payments immediately.

SaaS providers store app data and information on off-site servers. Because of this, all business users need to do to access them is sign into the platform.

For instance, Click4Assistance customers can sign into live chat from any location. Anyone in the organisation can view current chat status, active conversations, and reports, provided they have the relevant permissions. Adding live chat to web pages simply requires adding a snippet of code.

Should You Implement SaaS Live Chat In Your Business?

SaaS live chat solutions (including those from Click4Assistance) provide a range of benefits to customers. These include:

• More sales and conversions. A study by the American Marketing Foundation found that B2B firms using live chat increased conversions by 20 percent.
• Improve website experience. For instance, Forrester research found that 44 percent of online customers consider a human rep answering their questions during a purchase one of the most valuable features a website can offer.
• Better understand your customers’ needs. Conversational marketing via chat apps is two-way, giving you more insight into your client’s requirements.
• Increase order value. Companies that use live chat software convert more frequently and see a 15 percent increase in customer spending. (Click4Assistance’s smartCast feature lets you market to users, show them products, or direct them to web pages to cross-sell and upsell).
• Keep customers satisfied. According to a study by eDigital, live chat has the highest satisfaction rating of any customer service channel at more than 73 percent. For comparison, the figure for phone calls is just 44 percent.

What else does SaaS live chat offer?

SaaS live chat not only allows visitors on your website to communicate using text based communication with your organisation, as an enterprise SaaS live chat solution the following is also available:

• ChatBots Using automation allow visitor enquiries to be handled via a chatbot, the chatbot can escalate to a real agent if required.
• Omni Channel Integration SaaS live chat should provide integration into platforms such as WhatsApp and Facebook messenger, allowing commonly used communication channel to be deal with in a single SaaS solution.
• Reports & KPIs Detailed and summarised information should be presented to monitor metrics such as volume and resourcing, this type of information can be scheduled to be delivered by email at the frequency you require

Conclusion

Click4Assistance has created and developed a live chat solution for business websites. We host and update the product ourselves, meaning you don’t need to dedicate your IT resources to it. Furthermore, we offer the service globally, meaning your reps can access it anywhere, regardless of location.