Live chat support combines real-time interaction with the ability to send links, gather information, and preserve a whole transcript for later reference, making it the ideal online service solution for customers who require instant assistance. Making live chat a permanent element of your customer service strategy is an important step towards better customer experience. In the article, we’ll explore the key features a live chat for customer service software should include to make it easier for you to make the right choice in a wide and diverse market of today. A good live chat software should include the following:
Agent dashboard
Asynchronous messaging is now possible with next generation live chat solutions. This implies that the communication does not have to take place in real time, but may be continued at any moment. The functionality of a support agent workspace is one of the most significant components of live chat software. The dashboard’s interface must allow an agent to handle multiple conversations at once, quickly open customer profiles to learn their preferences and details of previous interactions with other support agents.
Smart chat routing
This feature makes it possible to assign inquiries both automatically and manually to the most relevant staff members, based on criteria such as inquiry type, client’s category and language.
Automation
The use of templated greetings, automated replies, and follow-up surveys may greatly boost support agent productivity, freeing up their time for more difficult situations that demand special attention. Quick response templates are an excellent tool for quickly responding to and closing a ticket with a commonly requested question or informing a client that their issue is being investigated. Also, chatbots that may be readily configured to answer common inquiries and route talks to appropriate company reps are useful tools for streaming customer support activity.
Support in several languages
To efficiently attract clients from all parts of the world, a corporation should speak their language. This is why it is critical for every global company to seek a live chat that provides a multilingual interface.
Mobile-friendly
Allowing customers to contact support on the go can be a factor to sway their preferences towards a particular live chat solution, since the wide-spread adoption of remote working and increased percentage of internet browsing happening on smartphones makes mobile-friendly live chat all the more desirable.
Content sharing
Live chat makes support more easy and adaptable by allowing users to share media assets. A client, for example, may send a screenshot of their screen to easily describe an issue, while an agent in response can record and send them a video with a sequence of activities necessary to solve the problem.
Chat rating
This feature allows customers to rate the level of received support, ranging from a basic 1 to 5 rating to a more detailed questionnaire that asks them to reflect on many elements of their encounter, offering useful insights for improving customer support quality.
While at first glance, there appears to be a plethora of competent live chat providers, upon closer inspection, many of them turn out to be far from perfect. To avoid any dissatisfaction in the future, it is recommended to evaluate the chosen software program during a free trial period.
Image by rawpixel.com on Freepik