What Is the Most Important Factor When Choosing a Live Chat Provider?

When you are looking for the best chat software for website integration, there are a variety of factors to consider. But what is the most crucial factor when you are looking for a live chat provider? Here are some of the key things you would need to consider.

A Customisable Platform

If you want to attract more customers, having an easily customised live chat is crucial because this is what will create a more positive visual experience. When you can customise your tools and integrate a business logo or colours that are in line with your business branding, this goes a long way to ensure that customers feel like they are actually getting through to you, rather than a third party.

The Option for Chatbots

Chatbots can be a bone of contention with some people. Some argue they don't provide that real human experience, but because of the increase in Natural Language Processing (NLP), this has gone a long way to ensure chatbots are responding in a more human way. If you can provide the right chatbot that can communicate in a way that doesn't make the customer feel like they are being sidelined, this can go a long way to help build customer rapport.

Routing

The benefit of a great live chat system is that it can allocate web chats to call handlers without the customer service agents needing to pick and choose a call. This benefits businesses because enquiries can be directed to the relevant department right away. Customers can easily get frustrated because they have been put through to the wrong department or it wasn't made clear where they should go in relation to their query. A routing tool is invaluable here because it will put them in the queue to connect to an agent to ensure they get their needs met, which will increase customer satisfaction.

Consistency With Your Tools

A live chat provider needs to understand that a business is already operating with a predetermined set of platforms and tools. A live chat tool needs to be seamlessly integrated with your own business tools. This will ensure that the customer is able to reach the business using the methods they are comfortable with, while also ensuring that customer service agents have all of the relevant software at their disposal to deal with the queries quickly and effectively.

Security and Privacy

One of the biggest concerns modern businesses have is how much damage a data breach can do to a company. Arguably, the most important factor when choosing a live chat provider is about providing security and privacy for your customers so they feel secure in offering up sensitive information, but it also ensures your business will not get caught out by a data breach. Data breaches can result in hefty fines, but they could also cause a cascade of lawsuits.

When opting for a live chat provider, there are a number of vital factors you will need to consider, so what matters to you and your business?