• Industry Insights
  • What’s The Best Chat Software For My Unique Business Needs?

    Image by Jason Goodman from Unsplash

    With the rise of live chat software, businesses are looking for ways to streamline their customer communication. But with so many options out there, it can be hard to determine which software best meets your needs. The following list outlines the essential features that any business should consider when choosing a live chat software solution:

    Communication

    Live chat software can be used to communicate with customers, partners, and vendors. Live chat software is a great way to stay connected and build relationships with those you want to do business with. 

    Whether you’re selling products or advertising a unique service, live chat is a powerful tool for communicating in real time if there’s an urgent issue or question that needs immediate attention.

    User-friendly interface

    It’s important to remember that the goal of excellent chat software is to make it as easy and intuitive as possible for your customers to use. 

    The best way to do this is by creating an interface that doesn’t require any instruction in order for them to interact with you. This means that if you own an online store where people can browse products and make purchases, the customers should be able to know how they can reach your live chat.

    No matter what kind of business you’re running, there are plenty of ways in which your user interface could be improved upon. Bad UIs have a lot of issues: they don’t allow users enough freedom; they aren’t intuitive enough; they’re confusing; they don’t give enough information upfront (or at all). 

    Integrations

    Integration with other software is a really important thing to consider when choosing your live chatting software. For instance, you’d want to be able to integrate your live chat system with all kinds of tools, like Google Analytics, InfusionSoft, and much more.

    This is a great way to use your chat software as part of your larger business strategy. If you’re running an online store, you might want to incorporate our fully managed option on your platform so that people can ask questions about products directly from the website.

    Afterwards, you can use the data gathered from these conversations to understand your customer base at a deeper level. By knowing how they want to secure products or services, you can make changes or adjustments to your digital marketing plan to better fit their preferences.

    Real-time notifications

    Chat notifications are a great way to keep in touch with customers. Use them to let users know when they’ve signed up, made a purchase, left a review (or not), or even just visited your site again after some time away. You can also use chat notifications to tell customers about sales or discounts – you’ll be surprised how quickly people will respond!

    If you want to send more than just one chat notification at once, it’s possible to have your team send multiple messages that can help the customer while they go through their decision-making process. 

    For example: if someone signs up for an account on your website today and makes their first purchase tomorrow morning, then this could be an ideal time for them to receive another message about something else happening on your website, perhaps a sale going live next week or seasonal discounts. 

    24/7 support

    There’s no doubt that 24/7 support is an important part of live chat software and the service as a whole. Should there be questions about the time coverage, it should be easy to get an answer quickly. What’s more, there should be flexibility in terms of this scheduling. 

    To give you an example, you should consider having 24/7 support on all days of the year since not everyone shops or visits your website at the same time. However, if your business calls for a special arrangement based on off-season periods, then you should look for an option that caters to your unique schedule.

    Customisation

    Chat software is a great way to interact with customers, and it’s a lot more convenient than using emails or phone calls. But there are some other aspects to consider when selecting a live chat service, and this, of course, includes complete customisation.

    If you want your chat interface to look like your website or app, you need live chat software that can be customised to fit your brand. Some platforms allow for complete customisation of the appearance of the chat window, while others require developers or designers from outside companies or third-party groups. 

    The good news is that there are a number of options that can give you all the freedom you need to achieve the look you’re going for. To get the appearance you want, you can place the live chatbox wherever you’d like and have the provider design it for a friendlier feel, and even tell them to program little ‘ding!’ sound whenever a reply is sent. 

    Reporting

    This is the last category that needs to be covered, and what’s possible depends on your business and how it uses the data gathered. If you’re working on making a name for your business, then basic reports about customer referrals can be a great start. On the other hand, if you’re looking to increase sales, then customer conversions and lead generation statistics could come in handy.

    Ultimately, by using the analytics from customer conversations, you can make a comprehensive administration reporting presentation that can inform stakeholders and other VIPs about the progress you’ve been making. 

    Choose the live chat software that best meets your business’s needs

    Since you’re keen on looking for a live chatting system, it’s important that you choose the one that best meets your business’s needs. In the end, only you can decide which chat software is best for your enterprise, especially since different businesses have varying preferences and requirements based on their industry or offerings.