Live Chat Software Buying Guide
What is live chat software :
What is live chat software :
Live chat software is advanced Instant messenger software like yahoo massager , Gtalk and MSN messenger will help the webmasters or live support executives or outsourced live chat operators to track the web site visitors online and they can invite them for online chat like how the real sales person approaching the customer in Supper market for help. If the visitor accept for the chat invitation then visitor and chat operators can do one to one or one to many text chat conversation.
Like wise visitor can call for the help using Live chat icons on your ecommerce websites for pre sales queries . Once the visitor request for the chat then live chat operators will get the notification and sound alerts for chat request. After accepting the chat visitor can ask any questions online and if the operator unable to provider the answers for need managers responses then the operator can forward the chat to Support manager or they can invite other operators for live chat conference.
How live chat software works :
Live chat software is group of service that will enables a communication channel between the websites visitors and site owners or moderators in real time.It consists three major modules namely Operator console or Live chat application, Chat server and chat window . Live chat providers will provide a small HTML code after the signup and site owners has to integrate this code on their web pages for enabling live support service.
If any one of visitors visit the live chat software integrated website , embedded Java Script will post the new visitor data to the Live chat server and server will pass the new visitor information to the live operators who visiting to help the customer and now JavaScript also in frequent contact with Live chat server for any instruction. After receiving the new visitor data from the server operator console of live chat application play the sound to alert the operators about new visitors. Operator console will show the lot of information like city , state and country from which the visitor browsing their site , search key words they used in search engine to reach the site , previous visitor history and chat messages and this information will help the operator to understand the importance of the visitor
Benefits for live chat software
The traditional way of providing customer service using Telephones of emails has gotten a facelift. With the help of live chat systems, business owners can now give their customers the option of getting the level of customer service that they deserve: through live chat.
Know your web sites visitors in real time
Help the web site visitor at their point of need
Rapidly Resolve pre sales inquiries:
Increase your operator efficiency and Productivity
Increase your sales volume
Decrease your operating costs
Increased Customer Satisfaction & brand name
What are all the business can use live chat software
Live chat software can be utilized with great efficiency literally by any business , Live chat software can be used in the following business or industry for their pre sales and customer support. Live chat software is ideal solution for real estate agents, Realtors and appraisers to handle the pre house purchase queries and follow up. Web hosting companies, web designers, Financial brokers, Ecommerce websites, Exporters, Software companies , Online game websites , Insurance companies , banking and almost all the business which deal the customers via websites.
Factors to be considered before you buy a live chat software for your business.
Check the age of live chat providers , they will have more features and it will be a bug Free chat software .
Check weather they are offering real 24x7 hrs support because lot of new providers covering only US office hrs and customers from UK , INDIA never reach the support team because of time difference.
Check weather it is easy to integrate in any websites or blog . I had a problem in installing live chat in by blog site and took 3 hrs to integrate in blogs.
Hosted live chat service is better than Installable version , But you can use installable version if it is small business.
Check weather chat windows is customizable or not , also make sure that it supports all the major browsers.
To increase the customer's live chat support experience, there are a few basic features that you need to look for. Like canned messages , Chat forward , Push HTML pages , multiopertaor chat conference ,
Installable operator console is best then browser based operator console . Because browser based software will fetch the data from the server every time and that will delay the chatting
Check the price of live chat services , Ideal price is 20 to 30 US$ per operator licenses. Make a comparison of the rates, and check on the additional setup fees, if any.
Post chat survey is great feature for getting customer feedbacks after the chat and this will help the support manager to train and improve the customer support systems.
According to the recent customer survey 82% of survey respondents said a live chat session positively influenced their attitude about that business, and 68% were more likely to purchase from that retailer again. Whats more, 75% of the respondents said they are more likely to visit that site again, 65% said they received better service than they did on the phone, and 52% purchased more because of the chat session.
by: kalai
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