Livechat agent software is the most useful tool for online businesses, providing direct communication between you and your website visitors.
It is one of the best tools that you can use to improve your customer experience. In fact, research from J.D Power shows that 42% of customers prefer live chat rather than support through phone or email.
That’s why when you’re choosing a reputable live chat software provider, it’s important to first understand the most popular and useful livechat agent software features that you will need.
1. Auto Assign Chat
When you have a lot of visitors to your website, it can be hard to keep up with their questions. Auto assign chat allows you to automatically send a chat request to the next available representative when one is finished.
This ensures that customers will always receive the fastest possible response and never have to wait in the queue again.
2. Mobile-Friendly Chat Rooms
Mobile-friendly chat rooms are essential for today’s businesses because they allow customers to easily access your livechat agent software service from their mobile devices. Mobile-friendly chat rooms also reduce the number of customer complaints about slow loading times or poor customer support because they do not need to download an app or go through several steps before reaching you for assistance.
3. Visitor Tracking
Some livechat agent software offers features beyond just chatting with visitors — like pre-chat surveys, questionnaires, and product recommendations. For example, visitor tracking can help you get more information about the person on the other end of the conversation so you know how best to respond.
It can track how long visitors stay on your website, where they go, and what pages they view. This information is invaluable for understanding how visitors interact with your site so that you can make improvements as needed.
4. Live Chat Reports
If you’re using livechat agent software, it’s important that you know where your customers are coming from and what they’re looking for when they visit your website or app. Live chat reports will give you this information in an easy-to-read format so that you can adjust your content strategy accordingly.
You can also use this information to determine which pages on your site see the most traffic from customers who are using live chat on your website or app. This will allow you to optimize those pages with relevant keywords so that they rank higher in search results — even if someone doesn’t click on them directly from Google search results!
5. Chat Widgets
These are small, floating buttons that allow visitors to start chatting with you without leaving their current screen. Chat widgets can be placed anywhere on your website, including in the header, footer or sidebar.
They’re convenient for visitors because they don’t need to find the “Contact Us” page and fill out a form just to ask a quick question or make a suggestion. Your staff can easily monitor multiple chats at once using these widgets as well.
6. 24/7 Customer Support
Live chat software should allow you to provide 24/7 customer support. This feature allows you to respond quickly when customers need assistance, which in turn leads to happier customers who will want to continue doing business with you.
You can also use this feature for marketing purposes by promoting special deals during particular times of the day. For example, if a customer asks about your lunch specials during lunchtime hours, remind them about those specials by sending them an automated message through your live chat software.
We are the Top Provider of LiveChat Agent Software Solutions Services
Our live chat software solutions are reliable, scalable, secure, and feature-rich, and we offer full support throughout the implementation process. No matter how big or small your company is, our team can find a solution to meet your needs. For more information on our live chat and live help software systems, contact our experts at Vision Helpdesk today!