How to choose the best live chat software? This is the next question people tend to ask once they understand what a live chat software is and how it could prove to be useful for their business. Well, in this article, we’ll be telling you the factors you should look into when choosing a live chat software for your business.
But before that, let’s quickly look into the benefits of using a live chat support software (more of a quick brush-up) and then move on to the factors.
Top 5 Benefits of Using a Live Chat Software
We aren’t going to dive in deep here. We’ll have a quick look at some of the important benefits of using live chat software here.
1. Provides Better Customer Support Experiences
The top benefit of using live chat software is the instant responses. When compared to traditional support methods like emails, live chat is a great support alternative because customers get instant responses, leading to better customer support experiences – every day.
2. A Live Chat Support Software Makes Your Business More Approachable
Not finding a way to reach businesses is one of the biggest frustrations for customers. But a live chat software fixes this issue effectively (provided you choose the right software).
Deploying a live chat software allows your customers to reach you whenever they want, making your business more approachable.
3. Live Chat Software and Customer Acquisition
Using a live chat software is one of the best ways to accelerate customer acquisition. When agents engage with prospects, chances are high that they could convert them into customers with ease.
Reason? They can provide customers with everything they need in real-time, convince and finally make them customers
4. Helps Increase Customer Engagement
When there’s a chance for people to get in touch with your business, especially when they need something, a live chat software acts as a timely remedy.
This will not only effectively increase customer engagement but also helps you retain more customers. Choosing an alternative will not be the first option when they can sort it out by reaching out to you instantly.
5. Live Chat Software Helps Show What Your Brand Stands For
Brands promise that customers are king. And when using live chat software, you get the chance to stand by it.
How you respond to customers and assist them when they need you tells a lot about what your business stands for! And as a business, that’s an opportunity you wouldn’t want to miss out on!
So, those are the top benefits of using a live chat software for your business. But here’s the catch – you get these benefits only when using the best live chat software!
That said, we’ll now see how you can choose the best live chat support software.
6 Things to Look For When Choosing a Live Chat Software
This is where we’ll be looking at how to choose the best live chat software for your business. We’ve mentioned must-have features the live chat software you’re going to choose should have.
Let’s take a look at the first one.
1. One Platform for All Communication Channels
This is one of the most important features your live chat software should have. Today, customers are spread across channels and you must have a presence on the most important ones.
Now that you have your presence, you must be able to manage queries on those channels as well. This means, your support team should be able to take care of queries from social media channels, web chat, in-app chat and more.
A good live chat software should allow your agents to manage conversations across channels from one centralized platform.
This omnichannel support approach allows your customers to get in touch with you from channels they prefer. And your support agents can monitor and respond to customer queries from one place without switching queries.
Simplify360’s live chat software allows you to integrate all your support channels into one place and respond to them. The omnichannel inbox displays customer queries from across channels making it easy for agents to respond to customer queries instantly.
2. Customer Conversation History
This is another feature you should be looking for when choosing a live chat software for your business.
Customers being asked to repeat themselves over and again is one of the top reasons why customers feel frustrated. In fact, 75% of customers hate when asked to repeat themselves.
Having a live chat software that’s able to show the customer conversation history is the fix to this. Your support team can know what the customer has been dealing with and will be able to provide them with quick resolutions.
With Simplify360’s live chat software, you can view customer conversations across channels in one inbox. This helps your agents stay more informative and improve customer support experiences.
3. AI Chatbots
Now, live chat doesn’t mean your support team is going to be working 24×7 (unless you employ additional agents). Modern live chat softwares comes built-in with chatbots that allow you to provide 24×7, uninterrupted customer support.
AI chatbots have become so advanced that they can take care of customer support without agent interference up to a certain extent. Integrating your live chat software with AI chatbots can help you automate customer support and offer uninterrupted services.
Simplify360’s live chat software comes with AI chatbots that has Machine Learning and Natural Language Processing capabilities. This allows your live chat software provides more human experiences.
4. Automated Chat Routing
When integrating chatbots, you need to make sure that the automated fallback feature is in place.
Resolving all sorts of customer queries with automation is not possible. And at these times, the query should automatically be transferred to respective support agents. This makes sure that no customer query goes unanswered and the critical ones are treated with high priority.
Simplify360’s live chat software automatically routes complex tickets to respective support agents making sure that critical issues are addressed on time.
5. Easy to Use for Agents
The purpose to use a live chat software is to improve customer support and make the process easy for your agents.
All this doesn’t work out if the live chat software you choose is hard to use. Best live chat softwares will be super easy to use and understand by your support agents.
Features like agent collaboration, customer conversation history, canned responses and most importantly a clean user interface is is important when you are choosing a live chat software.
6. How Customizable Is Your Live Chat Software
Customization is super important and a must-have feature in the live chat software you choose. As a business, you must maintain your brand identity across all touchpoints. And your live chat point is no exception to this.
Make sure that the live chat software you choose is customizable starting from the appearance to the responses. This helps customers form an emotional bond between your brand and your customers.
Since you’re reading this, we thought you might also want to know this. Knowing how to choose the best live chat software is all good. But wouldn’t it be better to have an option already?
Simplify360 Live Chat Software
We’ve been talking about the live chat software now and then in this article. Simplify360 is one of the best live chat softwares around that comes power-packed with features. Your support agents can monitor and respond to all customer queries from one place. Some of the key features are,
- One platform for all channel conversations
- Built-in AI chatbots
- Automated chat routing
- Canned responses
- 24/7 uninterrupted support
You can explore more features of the live chat software here or request a free demo.
The Bottom Line
Live chat softwares have become an important part of customer support today. Businesses have increasingly started to use live chat softwares owing to the benefits they offer. But only choosing the best live chat software can help your business improve support and deliver great customer experiences.
Now that you already know which live chat software you should use, it’s time you get started. Use a live chat software to deliver better customer support and great customer experiences on the go!
FAQs Related to Live Chat Software
Live chat is special software that allows your prospects and customers to engage with your business in real-time via messaging. Live chat softwares are used by businesses to provide instant resolutions and engage with customers during their journey. Having a live chat software onboard makes a business more approachable.
Using a live chat software can result in a huge deal of benefits. Some of the key benefits of using a live chat software are great customer experiences, makes your business more approachable, provides instant resolutions to customers, increases customer engagement and more.
There are a lot of live chat softwares available today. Some of the best live chat softwares are Simplify360, Zendesk, Freshdesk, LiveChat and Intercom.