What is live chat software?
Did you know that 73% of customers consider live chat the best way to get in touch with a business? It also helps with improving your overall customer engagement, and in turn the customer satisfaction score. Having a great website isn’t enough for your customers to get in touch with you. One of the most effective and efficient ways to connect with your customers is live website chat software.
Live chat software is a computer program that lets website owners communicate with visitors via instant message, SMS, support tickets or audio/video chat. Doing this helps sales teams by boosting sales, providing better customer service, and reducing help desk software costs for the website owner. This is particularly useful for websites that sell products or services, but live chat messages can also be used to communicate with site visitors who are just browsing.
While traditional chat software is desktop-based, live chat software is available as a mobile app for Android or iOS. This means you can use it on your phone to chat with visitors even when you’re away from your computer. In this article, we will review the benefits of having live chat on your website.
Benefits of Live Chat Software
There are lots of benefits of live chat solutions when you implement them in your business. But some of the key benefits that affect the customer mentality regarding you and the overall impact live agents have on your organizations include the following:
Improved Customer Support
According to a study by Salesforce, 89% of customers are most likely to make another purchase from you after a positive user experience. One of the biggest reasons customers choose live chat tools to contact businesses is the ability to interact directly with a chat agent, who can address their concerns in real-time.
With proactive chat, your support agents or sales representatives may start a chat in real-time with a website visitor. By using live chat software, you’re able to provide your customers with fast and effective support before they go looking elsewhere.
Meet Your Customers Where They Are
The idea is that in order to provide a great customer experience, enterprises need to see things from the perspective of their customers and address their concerns in ways that make sense for them.
Live chat software does this through live chat and chat routing features—it makes it easier for customers to get the answers they need or ask questions they have and also brings you a step closer to your customers since you’re not limited by phone lines or emails.
But if you really want the full benefit of a live chat service, you could also go beyond your own website and use a live chat box on social media as well to create a truly omnichannel messaging platform.
Easily Scalable
It is important for businesses to be easily scalable because it allows them to handle sudden growth. A business can handle sudden growth when its software can handle it, and one of the ways that this is possible is through live chat software.
Live chat software is one of the best options for companies looking to easily scale. Whether you’re in eCommerce or another industry, this software allows businesses to add staff as needed, which makes it easier for them to provide great service when they need it most. It is possible to provide 24/7 support which can help businesses increase sales and gain more customers.
More Personal
Live chat software is an exceptional way to create more personal connections with your customers. This is especially true when you’re using a live chat app that also has an artificial intelligence engine. The fact that you don’t need to hire a team of live chat providers and can automate conversations with customers means that you can fit this service into your business quickly and easily.
Even if you already have full-time live chat reps, artificial intelligence technology can allow your customer support team to be more responsive than ever before.
Key Considerations Choosing the Best Live Chat Software
Now that you know what live chat is and its main benefits for businesses, there are other things to consider before choosing the right live chat software for your organization. Here are some factors to keep in mind.
Pricing
If you’re looking to get live chat software, there are a lot of great options out there. But the best isn’t always the one that’s the cheapest. You want something that’s easy to use and flexible, but you also want one that can grow with your business and provide you with all the intuitive live chat features you need as your company grows.
Pricing is an important factor to consider while choosing the best live chat support software. You should not just choose the software based on budget but you should also be mindful of the advanced features and integrations with a ticketing system, knowledge base or chatbot with apps like Slack, WhatsApp and Facebook Messenger. Moreover, you should also check whether it is supported by your web host or not.
Bilingual Capabilities
Bilingual capabilities are one of the most important factors to consider when choosing the best live chat software. It’s crucial if you have a multilingual customer base or expect that your online business will attract international customers in the future. Not all live chat experiences are customizable with templates and support multiple languages.
If you need to be able to communicate with your visitors in different languages, make sure the software you choose is capable of doing so.
CRM Integration
One of the most important factors when choosing a free live chat software is how well it integrates with your CRM (Customer Relationship Management) and API systems like Hubspot.
Live chat options that can integrate seamlessly with your existing CRM will make your life so much easier, allowing you to keep track of your sales and customer data in one place, store chat transcripts and contextual notes, drive metrics and increase conversion rates.
Not only does this help you stay organized, but it also makes it easy for you to follow up with customers who need assistance, which helps to cultivate a sense of trust between you and the customer.
Gabbyville’s Live Chat Software is Coming Soon
For businesses with very high volumes, it can be difficult to stay on top of every message that comes in. We know how frustrating it is to have someone ask about a product and then go for hours without hearing back from the business.
A live chat widget like the ones from Pure Chat or Olark or Tidio allows customer interactions directly with a representative and increases the chance for customers to get their FAQs answered and receive help when they need it.
Gabbyville’s live chat window will help businesses improve their customer service by offering direct communication with customers, and sending notifications for any updates. Our support with medical offices and veterinary receptions proves our capabilities, and all of our live chat representatives are bilingual!
We’re excited to announce that our live chat platform is coming soon! We know how important it is for businesses to be able to interact quickly and easily with customers, so we’re working hard to add a functionality that will do just that. Our live chat support will allow you to tap into the power of real-time conversations with your customers, provide unlimited chats, and keep them coming back for more.
Plugins will be made readily available for popular platforms like Shopify, Wix, and WordPress. You may access additional services like autoresponders, on-demand reporting, and more sophisticated customization tools with free plans and paid plans including unlimited chat history and add-ons like workflow management and co-browsing to help you increase your response time and streamline the support process.
Get in touch with us now to enroll!