Top 10 Essential Features to Look for in a Website Live Chat Service
You know you need a website live chat service for your online business.
You have done all the research you need to do, but the more you search, the more confused you become.
It’s not because there is no website live chat service online, but it is difficult to find the one that meets your need.
If this is you, then you are in the right place.
Choosing a good website live chat service for your business is a laudable cause because you have just 10 seconds to communicate your product’s value to your website user.
And you know what?
42% of customers prefer live chat compared to 23% for email and 16% for social media or forums.
A robust website live chat service will do three things for your business.
- Boost your conversion rate. Forrester discovered that live chat leads to a 48% increase in revenue per chat hour and a 40% increase in conversion rate.
- Offers faster customer support. 79% of customers say they prefer live chat purely because of the immediacy it offers compared to other channels.
- Improved customer experience: 73% of customers were satisfied with their live chat experience, compared to just 61% of email users and a worrying 44% of phone users.
Can I say it?
If you choose a wrong website live chat service for your business, all the benefits above will be a mirage.
But you don’t have to worry.
Watch out for the good news at the end of the article.
This article is written to help you choose the best website live chat service for your website.
Are you happy now?
Let’s move on.
In this article, you will learn the top 10 essential features to look for in a website live chat service.
Let’s get started.
1. Website Live Chat Service Feature: Chat transfer
An effective website live chat service will allow you to create team members and invite them to join the live chat service when the need arises. This feature will enable you to notify and assign incoming chat conversations to a team that can handle it.
The truth is, there are some specialized inquiries that only a professional can answer. For example, if the incoming conversation is about tech issues on your website, it will be appropriate to assign such conversation to a team member in the technical department who can answer the inquiry effectively.
2. Website Live chat service feature: Profile leads
An effective website live chat service will allow you to profile your leads. You can do this by creating a pre-chat form to request for details such as name, email address and other information you need from your clients.
Pic from: (https://www.customerly.io/blog/feature/2018/06/28/customerly-live-chat-lead-profiling)
When your lead starts a conversation with your customer service, the website live chat service will display a form for them to fill with the required information. This information will help you profile your lead accordingly and to transfer the chat to the appropriate team.
The pre-chat form is especially necessary when you receive lots of traffic on your website. It helps to filter out time wasters or people who don’t really know what they want.
3. Website Live Chat Service Feature: Chat transcripts
A website live chat service that allows you access to the transcripts of your chats with website users is an indispensable tool. This is because you can send the chat transcript to the user to keep a history of their conversation with your business and also send a copy to your email.
Use the transcript to segment leads based on your discussion with them. Then, create a necessary email campaign to nurture them. This helps to save time, makes your sales process more effective and reduces the time to close sales.
Collecting chat transcript will help you better understand your website user’s thoughts, problems and behavior by paying attention to common words, phrases and questions. You can use this information to improve your product or service and create better marketing campaigns.
You can also use the questions in the chat transcript to create FAQ library accessible to chat agents so that when a user asks a similar question, they can quickly search through the database to solve the problem.
Companies that use chat transcript in this manner enjoy a 10-time greater year over year increase in annual company revenue compared to all others.
4. Website Live Chat Service Feature: Notifications
It can be a difficult task to track incoming chats especially when you are busy with a task. Live chat service with a notification feature ensures that you never miss a chat. Notifications ensure that you respond to chat quickly.
An effective website live chat service will ensure that you can receive notification on major devices such as your desktop computer, mobile devices, and email.
Team members should also be able to get notifications when chats are sent to them.
You can also enable browser audio so that when a user starts a conversation, the notification comes in with an audio sound to draw your attention to it.
5. Website Live Chat Service Feature: Canned responses
When visitors or customers arrive on your website, your live chat should greet them with courtesy. But it can be time-consuming for your chat agents to do it over and over again. This is where you need canned responses.
A valuable website live chat service should enable you to set canned responses to save time and increase effectiveness.
Canned responses are saved responses you can set up for your website users. You can automate it to appear on your website when the live chat comes up. There are different messages you can set as a canned response. This includes greeting, answers to frequently asked questions, and promotion information.
6. Website Live Chat Service Feature: Track referrer and UTMs of your visitors
It is always a delight to know where your visitors are coming from. This is one of the great features of a good website live chat service. It should capture the URL parameters of users who had a conversation with your chat agents. This will help you know the source of your chats.
7. Website Live Chat Service Feature: File transfer, embed images, infographics
A website live chat service that allows you to send files, videos, images and take screenshots is not common. This live chat service feature will help you send files or images to your chat users to help them personalize their experience on your website. For instance, if they are experiencing an incorrect display of items on their web pages, you can ask them to take a screenshot and send it to you instantly.
You can also ask them to send you a screenshot of a particular problem they need to be solved. This makes it easy to solve users problems and make your customers happy.
8. Website Live Chat Service Feature: Integration
A website live chat service that will help your business to run effectively must have integration features. It must enable you to connect to third-party tools. It should be easy to integrate with CRMs, social media networks, etc.
This is especially true if you can integrate your live chat with a CRM tool. It will help you know more about your customer’s chat history and be able to update them accordingly for future reference. For example, Customerly integrates with Zapier, Customer and Facebook messengers. These are essential marketing tools.
9. Website Live Chat Service Feature: Real-time chats
Real-time chat feature of the website live chat service is very important. It helps to see the live chat user in real time and to respond quickly to their inquiries.
You will also see the customers’ details such as the browser, location and other attributes you pre-defined. This will quickly help you know if the visitor is the right lead for your business or not. Once you know, you can quickly provide the right response to their inquiries.
10. Website Live Chat service Features: Customization and branding
Your live chat is part of your website so it should blend with it. Make sure the live chat software you want to use will enable customization. with this, you can change the color to match with your brand color.
Now you know the website live chat service features that will help boost your conversion rate, offer faster customer support and enhance customer’s experience.
What if I told you that your search for the website live chat service has ended?
Sound good? Ugh!
Yes. It is too good to be true.
Customerly website live chat service feature has all the 10 features mentioned above.
That is not all!
It is also cheap; you don’t have to break the bank to get it.
Ready? Then get it here – Customerly.