It is not a secret that quality assurance is one of the main hooks that businesses should have. It allows them to offer the best output while keeping the quality top-notch. The truth is, customers are not just a synonym for sales, they can be the best medium to spread the word about your offerings, be it service or products. And since quality assurance is imperative for customer communication, live chat software for your company should also be in line with the requirement. But, besides just that, there are other factors that pertain to any organization looking to buy and implement live chatbot software for their communication process.
With that said, let’s discuss more the subject, about everything surrounding live chatbot software for your company. After all, around 92% of customers (according to Forbes) say they feel satisfied when they communicate over live chat.
What Makes Live Chatbot Software for Companies So Beneficial?
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Customer Convenience
With live chat software, customers have the option to multi-task at whatever they do. On the other hand, the customer has to dedicate the entire time and energy to speaking with the agent with on-call support. However, with live chat software, they have the option to continue with their desk work, online shopping, or whatever it is that they are doing.
Plus, with live chatbot software for businesses, you can offer quick service and support. The customers won’t have to wait in the queue to get connected with an available agent. And this is one of the aspects that they really appreciate.
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Cost-effective
For any business, finances and capital are crucial. However, there are many ways how businesses prefer cutting down on the cost without letting it affect the quality. Using live chatbot software is one great example of this.
First up, live chat software isn’t as expensive to set up as an on-call process, where you have a CRM, dialer, call router, etc. Plus, with on-call support, your agents can take one call at a time. While this may not look like big of a deal for you, think about how live chat software can help the agents multi-task. For example, a single agent can handle multiple chats at the same time. So, at the time handling one customer, the agent can resolve the issues of 2-3 customers.
This means you will need a smaller number of agents. As a result, their expenses will go down, and you will have to pay salaries to the agents.
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Increase Sales
When it comes to increasing sales naturally, nothing has better results than live chat software. So a lot of IT companies have chatbot software that humans don’t man. Instead, AI takes care of the conversations, though it mostly has a single path, which is restrictive.
On the other hand, a live chatbot software that humans handle has higher chances of increasing sales. Answering customer queries before making the sale increases the chances of conversion. In addition, customers appreciate human interactions as the quality of communication and query resolution is higher.
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Multimedia Chats
On-call support may be the oldest form of communication, but it is not as diverse and helpful when it comes to forwarding multimedia. For example, if you run an eCommerce business, seeing actual images of the product that your customer receives or complains about is not possible with on-call support. However, live chatbot software offers the option to images, URLs, etc. So, the quality of support and communication gets a big boost.
Features of Live Chatbot Software that You Should Know About
No two software have the same features and considerations. For example, live chat and employee management software features are completely different. So, in order to make the perfect choice in terms of the live chatbot software for your company, it is important to know what features you can get or what features you need.
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Proactive Chat
This is the feature where your agents initiate the chat to reach out to your website visitors, much like outbound live chats. It is a very powerful feature that increases customer engagement and satisfaction. It works as a small pop-up window with the message the agent forwards.
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Chat Rating
Having customers rate the chat is a great way to increase customer engagement. Your customers would love to provide feedback about what they feel about the service. Your customer feedback brings crucial information for your quality and may help you in implementing a better service.
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Chat Routing
Similar to on-call support, every live chatbot software should also have a chat routing feature. This means that the system forwards the incoming chat request to an available agent. Also, advanced live chat software can have a routing feature that assigns chats from big-ticket customers to highly rated agents. Keeping this balance ensures brand loyalty is never negative.
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Mobile Optimization
The usage of mobile devices is on the rise now. Most people use their smartphones to shop, navigate, research, and even communicate with their favorite brand. So, the live chatbot software that you use should have mobile optimization. Plus, the user interface for the software on the customers’ side should be clean and easy to use.
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File Transfer
This is a great feature to have in live chat software. Transferring files is important, especially if you are selling products or services. Your customers might need to send images of the damaged products. Not only is it important for you to offer what the customers want, but it also allows you to offer better service and support since you can know about the problem in depth.
The Final Story
Besides just these, there are many other features that you can get in live chatbot software. Some of these include visitor tracking, operator monitoring, chat monitoring, canned responses, off-line forms, queue time, etc. However, we have focused on talking about the absolutely necessary ones for your business.
So, given the importance and benefits that a live chat software for businesses can offer, it is crucial for you to consider one. And given the development in technology, the number of features you get from top-rated chat software will be amazing.
So, is it not time for your business to upgrade its customer communication? Go ahead and start shortlisting the best live chatbot software. Start with your business growth today!
