 For online businesses, having live chat software has become the norm because this is the only way through which vendors cannot only get a competitive edge but can also create a useful user experience on their websites. For the start-ups and for the established retailers, who are planning to provide live support on their website for the first time, choosing live chat software is the primary step.
Choosing live chat software is not a simple task for the first time buyers; rather for making a right choice, the vendors need to take care of the following points.
- While searching on the World Wide Web, you can come across a variety of live chat software but you need to select the one that matches your business requirements and the kind of technology you are using. You can explore a great variety of chat software, of which some need to be downloaded, some can be used via web browser and others are installed directly. It is you, who knows better which suits your business and budget. If you have chosen a chat application that is installed, then keep in mind that it should follow easy and quick steps.
- You need to consider whether your selected chat software is offering any trial period. If yes, then what is its duration? Most of the live chat sellers offer a 30-day trial period that is more than enough to check the efficiency of particular chat software.
- Now some of the live chat software also provide voice communication feature along with text option. Keeping your business requirements in mind, you can select either the one that just provides a text-based conversation feature or the other that provides both.
- Is your live chat software customizable? No doubt, a vendor would select chat software after checking its compatibility with his website, but still there is a need of some customization for making it completely compatible with a website’s design and color.
- Price is another major thing to consider. Once you have analyzed a chat software’s functionality, it’s time to compare its usefulness with the features it provides. Is it really worth the added cost? Are you paying for the right reasons? Most of the live chat software are available in prices that are equally affordable for small, medium and large businesses.
Keeping these key points in mind, you can easily select chat support software that perfectly aligns with your business requirements.
 Today, you can hardly find an e-commerce website that does not offer live chat support to its customers. For its remarkable features and numerous benefits, it has become a ‘must have’ of every e-commerce website. What does it mean, if a business website is not having live chat software? Without live chat software, a vendor cannot think of entering into the crowded online market.
Here are some of the key factors that compel online entrepreneurs to deploy live chat software on their websites.
High Customer Demands
Customers’ needs, demands and buying behaviors have tremendously changed due to ever-increasing inventions in the world of information technology. Being more technology savvy, customers look for convenience and ease of purchase while making online purchase. This is the reason that they prefer to go to websites that offer live chat software. Thus, looking at customers’ increased demands and changing shopping trends, retailers are bound to provide live chat on their websites, so that they cannot only increase their web-traffic but also the conversion rate.
Ease of Connectivity
Without an online chat, it has never been possible both for online customers and retailers to approach each other so easily. Retailers have to take the edge of expensive connectivity options like telephonic support. This point of contact did not prove as useful because it was not only an expensive option but it also produced low quality connectivity due to overload on the customer service helplines, during rush hours. In the similar way, providing expensive connectivity options to their online customers, the online vendors were likely to lose precious sales.
More Control Over Conversion Rate
Live chat has provided retailers more control over the conversion rate on their website. Having this chat support software installed on their e-commerce, vendors can approach their customers at the crucial moments on their websites. After approaching their customers proactively, they can provide them immediate and right assistance at the right time that helps them to successfully complete checkout process. This way, online business vendors can increase their conversion rate by stopping the shopping cart-abandonment on their websites.
Easy Handling of Web-Traffic
Does an email or telephonic support maintain the level of your online support service during busy hours? In most of the cases, retailers have to face more complaints and shopping cart abandonment on the busy hours just because they fail to provide them a quality service due to overload. However, live chat software’s multitasking feature enhances the operators’ capabilities so that they can easily balance traffic load by efficiently taking up multiple chats.
These key factors bind online retailers to have live chat software implemented on their websites.
 Live chat software is the best way to connect with the online clients. Online customer service is all about providing the right service at the right time. The online companies have the advantage of live chat software that allows them to provide product related and business oriented support to the client. This adaptable tool has the ability to act as a support tool, a technical tool and even communication channel between the company and the clients.
There are certain features and attributes of live support software that makes it the best thing that ever happened to online business. Some of these attributes and features are:
Mobile App System:
Almost thirty percent of the online traffic comes from Smartphones and tablets. This is why the online companies have created a mobile interface. More than that, the mobile live chat application helps the companies to make more clients and keep them happy. The mobile interface allows the companies to send chat invitations without any custom HTML coding, create granular invitation rules that will allow the companies to handle their clients at the right time and without making the client wait.
The Rescue Systems:
The good live support chat software will allow the companies to the clients according to their needs. Live chat is an efficient and effective way that can resolve any kind of problem at any time. However, the problems of the clients change almost every hour, some are too complex for a simple chat operator and he does not have sufficient information to solve the issue. This is why the chat software like WG Live Chat Software has the ability to easily transfer chats from one person to another in a seamless fashion. The chat transfer rate is between five seconds to ten seconds, which is impressive.
Email Management and Web Reports:
Email management is better than it was ever before. Live chat software allows companies to manage their emails in a better and more reliable way. The software will allow the company to get the full history of the client (all the emails sent or received from the client), the company is able to give well-informed responses and enhance the overall email efficiency.
The web report is another feature that allows the companies to be efficient in their online customer service with live chat software. The software will keep data of every client that visits your website and buys from you. These reports will be based on the language you client is using (which will allow you to narrow your circle).
Customer satisfaction is the main goal of live chat software. With its proper use, the agent can provide the best customer care services to the clients at the time when he needs it the most.
 Being connected to digital world provides myriad opportunities to online customers. Willingly or unwillingly, they come across various websites while searching their desired products online. However, only those are selected, which have already made a name in the market or which offer something enticing like live chat software. The presence of live chat window itself is the biggest trigger bringing and engaging visitors on a website.
Following are the ways through which live chat triggers website visitors.
Gain Visitors’ Attention through Proactive Chat Greetings
Proactive chat greetings prevent a customer from leaving a site. Usually, your chat support agents proactively greet visitors, the moment they land on your website. These greetings break idle or robotic look of your website, by making your browsers feel that there is someone real present, who could be easily approached when needed.
Seamless Text-Based Conversation Triggers Your Visitors to explore you more
Just sending an initial chat greeting is not enough to keep customers on your website for long time; rather, you need to go an extra-mile to keep them adhered to you. By incorporating live chat software on your website, you can enable your customer service agents to conduct seamless text-based conversations with your website visitors. Moreover, the continuous chat also enables visitors to get all their queries and concerns resolved at the spot.
 Right Assistance at Right time Encourages Customers to Complete their Journeys on your Website
By using the traffic-monitoring feature of live chat, your CSRs can easily observe and analyze visitors’ activities on the website. Noticing the time duration spent on every page and comparing it, the support chat agents can get to know where a visitor is stuck and needs help. When a particular browser spends more time on one page of a website, your live chat agent can approach him proactively and can provide assistance. Thus, right assistance at right time encourages a visitor to continue his journey on your website. This even entices visitors to revisit your website in future.
24/7 Availability Enables Visitors Customers to Catch You Anytime
By integrating chat support software on your website, you allow your website visitors to catch you anytime they feel free. Thus, your maximized availability keeps you in-front of your visitors’ eyes round the clock.
Live chat on an e-commerce website attracts visitors in a number of ways. Its presence makes your website more lively and useful.
 The trends of the change with the change in the seasons! As the holiday season is approaching fast, the clients are expecting something new from their live chat software. The clients are very particular about what they want and if the software is right, the companies can actually make the right changes in their software to appease them.
 Christmas and New Year is just two months away. It means that you will have to make some changes in your live chat service and software to keep your clients interested in your products and services. This time of the year is very crucial for the companies, as this is the time when they can easily make a name for themselves, reach new heights and even increase their brand power. However, for that, you will have to engage the interest of your clients, keep the fascination and give them what they want.
This time of the year is the best for such strategies because you have an opportunity to experiment and get away with it if your experiment failed. Live chat software has the power to hold the interest of your clients at the right time. If you customize your software in the right way, you can actually gain a lot from it. You have plenty of options and plenty of opportunities to do it right.
But what are you supposed to do with it? What is your client expecting from your live chat software?
 Customization Is Most Important:
The first thing the client expects is the look of your chat software. As this is the festive season, the client expects you to make some changes to the appearance of the chat software. Incidentally, you will have to customize your software twice, once during the Christmas time and once during the New Year Time. The good thing about this is strategy is that you have a lot room for experimentation and creativity.
For the time of Christmas, you can use bright Christmas colors like red, white, green as your main solid color and then use other animation to attract the client’s attention. You can place a snowman at the side of the chat window or even have a Santa sitting on top of the window. Or you could have snow falling all over the chat screen to out a smile on the client’s face.
During the New Year time, you can use fire crackers as an animation on the background of the chat window or place the usual New Year decoration around the window.
Change Your Canned Messages:
To complete the festive look of the chat software, you will have to change the canned messages that you use regularly. The best live chat software is the one, which will have different canned messages. Obviously, you cannot use the same old messages; it will leave a bad impression on your clients. Canned messages are actually preinstalled messages that can be used as greetings, for frequently asked questions etc. You will just have make a few changes, like adding “Happy Christmas” or “Happy New Year” and honestly that will be it.
 Making your visitors’ experience a memorable one is the way through which you can increase your website’s worth and popularity. You can give meaning to your visitors’ journey on your website by creating an enhanced online user experience. A visitor’s journey on your website becomes useless when he finds nothing to appeal him and consequently he leaves within few minutes. With such a boring experience, the visitor would never like to revisit your website in future.
How can you make your visitor’s arrival a more useful experience? You need to come out of your static look and make your websites more interactive as well as interesting. Moreover, giving a lively look to your website, you can make your visitor feel that his entry on your website is noticed. This is only possible when you implement live chat software on your e-commerce website. The presence of live chat button on your e-commerce website indicates that the real support persons are present to welcome every coming visitor. Additionally, proactive chat invitations from live support personal also make the visitors feel that there is someone real present who cares for them and is ready to guide them throughout their journey on your website.
 Proactive chat invitations are not just sent on the arrival of visitors; rather the support persons send proactive chat greetings wherever they find their visitors stuck on their website. Actually, the real –time tracking feature of live chat enables chat personal to track visitors’ locations and activities on their website.
None of the customers are put on long waiting queues because a single chat operator can provide assistance to multiple visitors efficiently. Live chat conversation is similar to instant messaging so visitors get immediate answers of their questions. Noticing the geographical location of each website visitor, the live chat agents help customers in the language they could easily speak and understand. Providing such personalized and real time assistance, the live operators entice visitors to complete a purchase process on their website. Additionally a positive user experience also compels your visitors to revisit your website to repeat purchase with you.
On the short note, best live chat software provides you all to create a user experience full of meaning.
 Getting live chat support for your website is a necessary step. Your website is going to be incomplete without it, especially if you rely on your website to make money. Every company deserves to have the best fighting chance to maintain their traffic and retain their clients. Unfortunately, if the company does not give the right customer services to their clients then they are going to lose both their clients and their traffic. This is the reason why almost every online company has consorted with the live chat support.
Live support can be easily gained through live chat software. The chat software will allow you to maintain a healthy and long-lasting relationship with your clients through the internet. With the help of this software, your client will get instant reaction from you and get their queries resolved easily. They will not have to wait for your response via email or wait on the telephone line for a long time. They will get instant reaction and customers appreciate that. Even if they do not buy anything from you but they will definitely say good words for you.
With the best live chat software, you will get many extra benefits. For example, you can get added services like Live support training for your employees with the purchase of any such software. These types of software companies are always ready to serve their clients in the best possible way. The companies that make best software will keep in touch with you consistently and make sure that you are happy with their performance.
This is done in order to keep you happy and if you are not impressed with their services then they will try their level best to make it up to you. Who does that now? Apparently the companies that have been in the live chat business for a good number of years, so, why don’t you try them out and see what they are capable of?
 Providing customer-friendly online services, the retailers can increase their online clientele. What types of services are thought to be customer-friendly? Online businesses and organizations which keep their customer at the top are thought to provide customer-friendly online services. Giving more value to their online customers, vendors provide the services with maximum convenience. Other than increasing clients’ satisfaction, the customer-centric services develop buyer’s trust and loyalty in your products and online services. To deliver customer-oriented services, you first need to understand your clients’ needs, issues, complaints as well as demands. The next step is to look for the means through which you could deliver what your customers actually need.
Foremost thing for which a customer appreciates the online service of a particular business is ‘the availability of easy and convenient contact center’. Customers prefer online businesses where they can develop a quick and easy contact with the sales persons. Running an online business, the only options you find to contact your customers are; email and hotlines. Are these means effective enough to let you establish one-on-one contact with your customers? Certainly not! Sending personalized emails to every customer is not feasible and easy. Usually, responses through emails take a day or two; whereas contacting every customer through phone is quite expensive. Here is where you need to implement best live chat software on your e-commerce website.
 Incorporating this web-based chat application, you can develop an instant one-on-one contact with your worldwide customers just in a matter of seconds. Additionally, the presence of chat box window also encourages customers to start a reactive chat with you when needed. Benefiting from the multitasking feature of live chat, a single chat rep can carry out text conversation with more than three customers simultaneously. This way, none of the customers has to wait long for getting assistance on any issue. Getting quick assistance increases customers’ satisfaction with your services.
Engaged in seamless conversation with live chat agents, the online customers get complete, meaningful and quick assistance. Getting enhanced and personalized online services through live support software, the customers become loyal to your brand.
 Gone are the days when making an online purchase was a complex task for customers. Before the introduction of best live chat software, an online client used to wait long for email support come through his inbox or he needed to wait long on the customer support hotline listening to elevator music. The experience of online purchasing remained not up to par when customers did not get the desired assistance even after waiting long for emails and telephonic help. Thus, delivering a disappointing customer experience through these torn out means of communications, retailers failed to convert their potential clients into legitimate buyers.
However, arrival of live chat support software changed the whole online customer service scenario. Having this web-based chat application implemented on their websites, your chat reps can develop a quick contact with your visitors through a chat box pop up window. Your online chat personnel can even provide on-the-spot answers to their customers. Carrying out a seamless one-to-one chat conversation, the live chat agents resolve all the queries of their customers by providing them relevant assistance. Unlike a telephonic assistance where a single sales person deals with single customer at a time while putting others on long waiting queues, a chat rep provide assistance to more than three customers simultaneously. This way, enhancing the productivity of live chat operators, best live chat software cuts down the cost of hiring a big working staff.
Another remarkable feature which gives online support an edge over email and telephonic response is its “real-time monitoring” function. Using this feature, your live chat operators can keep a track of your visitors’ activities on your website. They can know where a particular customer has come from; how much time has he spent on your website and what region does he belongs to.
Thus, collecting useful data, the retailers cannot only remain aware of their customers’ activities preferences, likes and dislikes; but they can also provide them with more personalized, real-time and quick assistance.
It is justified to say that live chat software has taken over the online market by duly replacing the emails and telephonic assistance. Improving the online customer experience, it has given a boost to online sales purchase process.
 LinkedIn celebrated its 10th anniversary not too long ago. There are now over 200 million professionals that use it for networking and employment opportunities. Although, the site generates more than $300 million in revenue each quarter, it didn’t have such a stellar beginning. Let’s go back to 2003 where Reed Hoffman launched LinkedIn in his living room. He asked his friends and colleagues to join the site. Initially, as few as 20 people signed up but by the end of the first month, there were 4,500 members in the network! LinkedIn grew itself by introducing job listings and tiered subscriptions. By going from a relatively static page to a dynamic website, LinkedIn is proof that any e-business can increase its revenue streams.
From Oh! To Wow!
Customers with deep-pockets overlook static websites with some basic information. They prefer to buy from online stores that create an amazing customer experience. An amazing customer experience starts by having the right look-and-feel. In real life, we dress up when we want to impress our significant other. Business websites can get it right by using live chat support software. Offered by WG Live Chat Software, the online CRM application transforms static websites into one which is dynamic and user-friendly. When users enter your website, they notice a chat box which automatically appears on the screen. The chat box displays a text-based greeting message and the logo/theme colors of your company.
Eliminate the Noise
What does LinkedIn have to do with live chat support software? Industry experts believe it will be the best interest of small business owners to advertise on social media. Promoted ads on tools like Facebook, Twitter, and LinkedIn help get content noticed by niche customers a whole lot quicker. Although, Facebook promoted posts and Twitter promoted tweets are commonly used, a growing number of e-businesses use LinkedIn ads to promote their content. Dan Slagen, SVP of Marketing at Nanigans, explains “There’s a lot of distraction on other social networks. People are there for reasons besides improving their businesses, or networking with other professionals. There’s no clutter on LinkedIn – members are there to do business.”
Write Strong Ads
According to LinkedIn, ads should highlight special offers, free trials or demos and include compelling call-to-action phrases. By using Try, Download, Request a Quote, or Sign Up, target audience will be prompted to click on the URL to your business website. Upon arrival, customer service representatives (CSRs) greet them and ask how they can be of service. Although, there is no compulsion to reply, many visitors start a one-on-one conversation within minutes. Research shows many appreciate the efforts of companies that strive to create a satisfying customer experience. Support chat software enables users to send instant messages that indicate what they need help with. All they have to do click on the chat button!
Enhance User Experience
Unlike social networks that compels users to wait for a response, live chat representatives give meaningful responses in real-time. Support chat software has a built-in web analytic feature which shows referral URL source and site usage. By looking at the referral source, operators get a clear idea of what users are looking to do on your website. They can resolve common search queries that relate to call-to-action phrases as well as go over company policies. Operators proffer customer support around the clock and in various languages including English, Spanish, German, and Arabic.
|
RSS Feed