When you think of live chat support, you probably envision a little “Chat With Us” bubble in the corner of your website used to facilitate back-and-forth conversation between you and your online customers. While yes, one of the primary functions of live chat is to enable real-time communication, you may be unaware of some of its lesser-known, but equally necessary functions. We know that live chat is an essential element for your website, but with so many to choose from, how do you know which one is getting you the most bang for your buck?
To help you out, we’ve compiled a list of the top 7 features you can’t live without in any live chat solution.
(HINT: We happen to know a great one. More on that later 😉)
Know your audience. Your live chat should be able to give you real-time analytics of everything happening on your website. Quickly track the number of unique visitors, returning visitors, and total visitors all in one place. Take it one step further with live chats offering firmographic reporting. Get instant, accurate information regarding your customers’ business address and phone number, industry, social media profiles, revenue, and more. The best part? This data is stored and remembered each time your customers come back to your website.
Chatbots are here, and they’re here to stay! These highly intelligent bots can be set up in a matter of minutes and serve your customers just as efficiently as a human agent would. With a unique ability to learn, comprehend, and act, your bots continuously improve their quality of service and are capable of acting as a 24/7 chat agent. Instantly engage your customers without limits! (Bonus points if the live chat provider lets you choose your favorite platform!)
While chatbots are a fantastic feature to have, a subscription to a third-party chatbot platform may not be within everyone’s budget. Live chat that offers a free virtual assistant can give you a little help serving your customers without any added costs. Virtual assistants allow you to program quick replies, triggers, or actions to auto-answer commonly asked questions sent by your website’s visitors.
Turn every lead into a sale. Track the keywords and URLs your visitors used to get your website for a better understanding of what they’re looking for and how they found you. Help to guide your customers through your site and give them the quality service that keeps them coming back again and again.
Many live chat solutions allow you to receive chats from not only your website, but also Facebook Messenger, SMS text, and email, as well. While convenient for your customers, it’s not so convenient for you if you have to log onto a computer or download a special application to respond. Make sure that any live chat you choose gives you the flexibility to reply on the go, straight from the channels from which the messages are received.
This feature is great for larger businesses with multiple departments and agents. Allow your agents to quickly and efficiently message one another about anything from customer inquiries to updated meeting times, without having to install a separate program. As always, the chat data is securely stored and easily accessible.
Easily track customer satisfaction by creating customizable post-chat surveys. Collect information regarding chat quality, agent helpfulness, ease of use, and more. Use the data you receive to improve the chat experience, reward your hardworking employees, or to gain a better understanding of your customer’s expectations.
If you haven’t already integrated live chat onto your website, you can’t afford to go another day without it.
While there are plenty of live chat solutions on the market, the key is finding one that not only facilitates quality chat but offers you so much more. For that, look no further than ChatBeacon. As experts in this industry for nearly two decades, we offer award-winning live chat, dozens of industry-leading features, and all the extras that make the difference.
Try us risk-free for 14 days or schedule a demo to see just what ChatBeacon can do for you. Questions about our products or features? Just click the link below to chat with us!