Features to look for in Live Support Chat Software

Live chat support software is a popular feature for a website which allows customers or site visitors to speak with a site representative. It is a way to create connection where there previously was none. Using a computer for shopping or seeking information has historically been a solitary experience. Now with the use of live chat support the experience takes on a new, communal dimension. The feature also works to boost traffic and sales to the site, making an impact on the all important bottom line while improving customer relations.

When seeking live chat support software for a site, there are some important features to look for. Some important features include real time live chat. This allows for immediate feedback and interaction with a customer. This engagement is a main factor in increasing sales. Customers feel comfortable buying a product or service they have had the opportunity to ask questions about rather than just read about. Pro active chats are the online version of a sales associate asking if they can help you. Customers are not ignored when they enter a physical storefront. Nor should they be when they visit an online store.

Site monitoring and co browsing are two more features important in live chat support software. With site monitoring you can discover who is visiting, where they are coming from and the length of time they are on the site. This data gives a richer picture of activity on your site than just knowing how many hits per day the site is experiencing. Co browsing lets you help your customer find what they are looking for just as an in store associate would lead a customer to the right area of a store. These two features are all about knowing and directly assisting your customer.

Other interesting, sales boosting features of good live chat support software and service providers include a call back feature and translations. The call back feature lets your customers tell you when you should contact them. This prevents the pesky dinner time or otherwise inconvenient call. They give you a time that is convenient for them to speak about your products or services. Language is no longer a barrier with a translation feature. Interactions are translated in real time so the fact that you may be on different ends of the earth will have no effect on the quality of the support the customer receives.