The use of live chat software is no longer a novelty as it once was.

1. Features to Be Considered in Ideal Live Chat Software
The use of live chat softwareis no longer a novelty as it once was. Now almost every online
retailer has implemented this web-based chat application on his website to have an effective
communication with the customers and to deliver up to the market customer service. Usage of
live chat as customer service tool has revved up the competition in online market. How can you
stand distinctive and ahead in a marketing situation where almost every entrepreneur is using
all the latest techniques to deliver the best customer service? Having tools or just knowing the
techniques is not enough to stand out among your competitors; rather the thing which really
matters is how useful your tools and applications are and how efficient you are in using them.
Therefore, consider a live chat supportfor your e-commerce website with following features.
It should have compatibility with your business website.
It should provide support for all popular browsers on the customers’ desktop.
It should have mobile phone support for iPhone, blackberry and android
Should support multiple languages
Should support for text, audio and video chats
Should easily accept live help requests
It should display especially designed canned messages and audio alerts in the case of
off- hour requests, while waiting for chat reps to start chat.
It should offer conferencing between CSRs, supervisors and customers in the middle of a
chat session.
Ideal live chat supportshould have a tracking component so that all the visitor’s
activities on your site could be observed. For this it should be able to provide visitor’s
footprints, visitor’s statistics and visitor’s referrer information.
It should enable chat reps to conduct 3 to 5 chat at a time.
Should allow pre and post chat surveys. Using this option of live chat support, the
operators can get feedback on the services they provide.
Chat history: It should be able to show chat history of every visitor to chat reps, when
searched by email, name, ip or phone number.
It should be customizable to suit any contact center or business demands.
It should enable chat reps to transfer chat sheets among themselves through their chat
box windows, without disturbing chat session with customers.
Implementinglive chat softwarewith following features, you will be able to deliver enhanced
customer service.