In today’s world, customers have become more demanding. If they feel that they are not being given their due importance, they are not hesitant about moving on. It has become critical for any business, large or small, to provide efficient and professional customer service to retain customers. Most customers have started to prefer interacting with an agent online rather than on a call. People are getting used to Live Chat and are starting to expect to see a live chat option on websites. However, which Live Chat Services you have on your website requires some thought. Live Chat Services are unique, and you must first finalise your requirement before integrating a particular web chat with your website.

Live Chat Services are becoming increasingly popular. As they allow online businesses to acquire leads and convert them in real-time, they have become crucial sales and support tools. According to Forrester, Live Chat usage has increased by 24%; however, many organisations have not yet implemented any Live Chat Software on their websites. There can be many reasons for this, from being unaware of the tool’s advantages to finding it challenging to choose the best Live Chat Software for their purposes.

If you do not have a live chat software on your website for these reasons, we can help. Choosing an appropriate Live Chat Service for your company is very important because you only have 10 seconds to express the value of your product to a website visitor. To make it easier for you, we have looked at some of the essential features that we need to look at for a live chat to be considered for your website. But before we do so, you need to answer the following questions.

• Who are my clients?
• What method do they like to use to reach our customer service?
• Do I require customer assistance available 24 hours a day, seven days a week via live chat?
• Is it necessary for me to use a chatbot?
• Will my employees multitask, or do I require a dedicated live chat customer support team?

Based on your answers to the above questions, you will know how to design your Live Chat customer strategy and have a clear-cut idea of the requirements for selecting the right software for your company website.

The Next Step is Identifying the Must-Have Features for the Live Chat

Ability to create departments: You can ensure that chats reach the proper agents. There are no confusing transfers between departments by creating departments and adding a departments option question to the pre-chat survey.

Methods for distributing chats: You can select the chat distribution mechanism that best matches your workflow: all agents can view incoming chat requests and accept them; conversations can also be distributed randomly or in round-robin order, considering the agents’ workload.

Close chat rooms that are no longer active: If a visitor leaves the conversation, it will automatically close after a set amount of time that can be pre-set in the Account Control Panel.

Ease of use: Today, one of the most important aims for website owners is user-friendliness. Many businesses and government agencies create websites that are easy to navigate and understand for individuals with impairments.

Customisability: You can modify your chat to look like it’s part of your website by choosing a Google font for the chat window. You can select Google font in the chat window options, which will apply to all text in the chat window, pre-chat survey, and offline form.

Media files and preview links: Ability to preview media files right in the chat window and agent app without downloading them to improve customer support. This reduces the amount of time spent downloading files and opening links as the chat window contains all of the relevant information.

Alerts for new messages: New message notifications inform a customer speaking with you that new messages have arrived if the chat window is minimised. This is something that many website users do when they need to navigate the site and look at other pages. They are reminded and the text bubble with the most recent message will ensure everyone is focused on the chat.

Automated closing of inactive chats:  The option in the agent app to automatically end all idle chats to help with customer service workflow. The chat room would automatically close after a certain number of minutes if a guest left the conversation. This option comes in handy for live chat agents who have many chats open and forget to close inactive chat rooms.

Confidentiality and safety: A stable and secure environment for Live Chat Services is a must. Constant upgrades to improve live chat services’ stability and defend from bot assaults and other offenders. Furthermore, all Live Chats should adhere to current data protection regulations. The data of customers can be hidden from the agent app and chat transcripts. Chat transcripts are not to be saved on the servers; however, you can send them to an email address over the encrypted channel if you activate this option.

Live Chat Agent

The managed live chat services provided for you by Live Chat Agent can support any website with a live chat service. It is simple to integrate. Detailed instructions and specific chat button codes for different content management systems will let you rapidly add a live chat button and begin supporting consumers. Live Chat Agent provides our services at reasonable price points and offers flexible payment options. We are available 24/7 to support you. Our friendly and professional agents are happy to answer any inquiries you may have.  Let us take care of your website, and you will see how we can help you increase sales and customer happiness. Visit our website https://www.livechatagent.com.au/ or call Tracey at 1800 332 428 to avail of Australia’s No 1 Live Chat Services.

Also Read: How to Grow Your Business Using a Proactive Managed Live Chat Service

• Author Details

Author Details

Tracey Horey

CEO of Live Chat Agent

Tracey Horey is a 20 year veteran of the Automotive industry and has been writing Automotive content and helping Dealerships optimise their digital space for over 15 years. Her experience working with various sized dealerships and her passion for exploring and understanding new tools for the auto industry has given her an in depth understanding of the challenges all dealerships face in a changing landscape.

accounts@livechatagent.com.au

1800 332 428