Comparing Website Chat Functions: Your Complete Guide
Live website chat software has the potential to be a real game-changer for small businesses. The data shows that 38% of consumers are more likely to purchase from a company that offers live chat support, and 79% of businesses say that offering live chat has had a positive effect on their sales, revenue, and customer loyalty.
It's clear that a webchat service is a valuable tool, and if you can harness the horsepower it has to offer, you can successfully drive your business forward. Buckle your seatbelt and get ready to join us as we compare website chat functions and determine the best live chat features for small businesses.
Classifying Web Chat Services
Essentially, a webchat service provides real-time messaging on a website between a visitor and a company representative, typically in a pop-up chat box in the corner of the page. Within that broad description, there exist a handful of more specific classifications.
Chatbot Live Chat Services
Chatbots harness AI technology and automation to solve customer problems before bringing in a customer support agent. They can help resolve simple queries very quickly, in many cases without any human interaction whatsoever.
Chatbots aren't typically included in basic live chat software plans, but they can be selected as an add-on. For a small business just beginning down the live chat road, the price tag may drive some away from chatbots – but in the long run, the costs saved in human labour may very likely make up for the price of the chatbot.
Live Chat for Sales
This segment covers sales-specific live chat solutions. Software within this grouping includes built-in customer relationship management (CRM) tools and features designed specifically for lead qualification and customer interaction.
Utilizing a webchat service designed with sales in mind will pave the way for your sales representatives to convert leads without obstacles while your business speeds down the fast lane to success.
Customer Support Live Chat Software
The last grouping was sales; this one is to customer support. Utilizing a web chat software tailored to streamlining the customer support experience is a great way to improve user experience and generate loyal customers.
Customer support live chat software includes elements like helpdesk features and support tools so that your team can guide your potential clients with ease and avoid the frustrations that customers often experience when dealing with a business' customer support.
The Most Important Web Chat Features to Consider
Before investing in website chat software, you should keep the following in mind:
A customer support team of 10 representatives will need a very different solution from a team of 100. Most live chat software plans include some kind of limitation regarding how many representatives can access the software, while some also have minimum quantity requirements.
Avoid the hassle and frustration and note these aspects right away when you consider software. Also, consider your company's future – if you intend to expand your business and grow your support team, will your live chat software provide the room you need to add new representatives to your plan? Do the research now and get the most mileage out of your efforts by ensuring that your project won't restrict your business's scalability.
2. Company Goals
Why is it that you're seeking a live chat feature in the first place? There is an abundance of general, all-encompassing options to choose from. Still, if you have a specific goal in mind, it's worth looking into software designed specifically for that.
Whether you value customer interaction, lead qualification, customer support, or any other particular element of your business-consumer interaction, you'll gain much more traction if you prioritize those goals when searching for your perfect web chat tool.
Automated chat support features like chatbots are a huge consideration for any small business looking to add web chat support to their website. Why? Chatbots don't take a break.
Automation allows you to support your customers, even outside typical working hours. Suppose a visitor has a question on a weekend or holiday or in the early morning hours. In that case, a chatbot may be able to successfully resolve their query without them having to wait for the start of the next business day.
Chatbots can also automatically route customer queries to the correct department and the correct representative. Your customers can avoid lengthy, unnecessary detours and allow your automation software to navigate them to their destination instantly.
4. Omnichannel Support
You have customers trying to contact you via a variety of channels – on your website, through social media, and over the phone, for example. If that's the case, your web chat software must integrate seamlessly between those channels.
A live chat software with strong omnichannel support will compile everything into a single dashboard, simplifying the process so your representatives can avoid constantly switching lanes and instead focus on optimizing the customer's experience.
There are many additional add-ons and considerations, but these four aspects are the foundation of your web chat experience. Heavily consider these aspects in any service you explore – and there are many to choose from!
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