Features That Live Chat Software Must Have

Features That Live Chat Software Must Have

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Theres no question that every website needs live chat service. If you are a part of e-commerce and are in it to win it, you need to get yourself equipped with the right tools, and live chat software is one of them. It is very important for you to find the right type of live chat software. At present, there are tens of live chat software available in the market but not all of them offer features that could help you provide efficient live chat services and easy management. Before you go shopping around for the live chat software for your companys web presence, make sure you are well aware of the features that live chat software must have. This article offers a quick checklist of the must-have features for a live chat software. A live chat software must have an efficient, fully automated and integrated infrastructure. That includes:

An automatic chat routing mechanism for all conversations and personnel. The chat operators must be able to route the conversations to the department/personnel these chat transcripts belong. Some chats are only of Sales departments interest; some chats will be related to technical queries and must be sent to the personnel of Technical Department of a company. If the live chat software doesnt offer an efficient chat routing system, the live chat operator will find it very difficult to manage and organize all the conversations and it might cause service delays to the customer eventually. Hence it is extremely important for a live chat software to support automatic chat routing.

A fully independent quality assurance and quality control utility for conversations.

A multilingual support system that can help greeters chat in many languages, hence increasing the clientele. E-commerce is a global and is not limited to some particular territories. Your online customer could be a French, Spanish, or American. If youre going to offer sales & customer support services in English only, you will be serving limited clientele only and others might feel left out. Its important for you to provide customer sales and support services to customers who do not speak English, and that is not possible unless your live chat software supports multiple languages.

A powerful content management system to record and reproduce all the chat conversations. All conversations that you have with your customers are of great significance. These conversations can help you keep a critical eye on your companys efficiency and the way it does business with the clients. The customer conversations can also help you determine the market trends and most importantly, what customer wants. Its thus important that your live chat software supports a powerful content management system to help you keep all the record and reproduce it whenever its necessary.

A fully loaded utility for supervisory and managerial roles which helps you keep a check for managers and supervisors. It is important that your live chat software is fully loaded with tools that assist the managers and supervisor to keep a check on staffs activities, their service schedules, and their performances.

A web-based installation support so that you should not be dependent on anything. A good live chat software is the one which supports easy installation and does not burden you with technical details.

Windows mobile, smart phone and iPhone mobile support for live chat software. More and more Internet users are moving to smaller, mobile devices. iPhone and smart phones owners are now becoming a big part of the Internet community and it is important for you to cater them. If your live chat software does not support smart phone users, you might be losing on a huge number of your potential clients.

Customization options for customer websites like custom skins and chat windows etc. Your live chat window should look like a part of your website, and your live chat software must support customization of chat window.

In-conversation chat transfer options for managers and leads. Consider your operator is in a conversation with a very potential client who is interested in your products and is inquiring for sales details and insists on talking to the sales team or sales manager. There must be a way through which the chat operator could transfer the chat to the sales team/manager instantly without asking the client to wait or open another browser. Your live chat software must support in-conversation chat transfer options so that important conversations could be managed by experts without making the client wait.

Automatic detection of visitors geo-logistics and location. Its important for you to know where your visitor is coming from. Conversations of a multiple customers/ visitors who come from a particular region can help you determine important sales points. For research purposes too, it is important for you to know which customer came from what location, and your software must be have this feature to provide you the information.

About the Author:
Find more about WG live chat software: WG Live Chat Software for websites connects your live chat operators to every visitor on your website, making it one of the best live chat support software for individuals and businesses looking to increase their conversion rate.



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