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How to choose the right chat software

When you are ready to incorporate live chat into your business website, there are a few things you need to look out for. Choosing the right software is integral to getting the best out of live chat. Many businesses have not got value for money spent on live chat because they chose a software that is not suited to their needs. Here are a few things to look out for.

  1. You need to check if the canned messages can be customized. Customers need to feel that they are being contacted by a real person and not a bot. When the same proactive greeting is offered every time, it sends a wrong message to customers and they are discouraged to use live chat.
  2. Does the live chat software have a mobile app? In this world of mobile technology, it is important to be able to offer support via mobile devices. Support needs to be available 24-7 and one way to ensure that is to see that the live chat option you go for has a mobile app incorporated to it.
  3. The end user also need to have a mobile responsive chat widget. Customers are most likely going to be accessing your website from mobile devices. It would be cumbersome to require them to chat from a desktop version of your website. One of the things that gives live chat an edge is the speed and flexibility of communication. The software y0u choose must cater for this need.

Chat transcripts can give you amazing data that can help you improve your services. When customers repeatedly ask for services you don’t offer, you can consider offering these services based on the data you have on them.

Also, you can look into adjusting your web content when customers begin to ask information that has been supplied on the website. It means the information is not clearly communicated. Similarly, the most frequently asked questions can be inserted into your homepage so that customers do not have to ask again in the future. Live chat, when properly implemented, will give more than it takes from your business. This is what I call good business. Cheers!

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